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Help and Support

On the 3rd December 2019 we'll be making changes to some of our prices. Below is everything you need to know.

  1. Why our prices are changing?
  2. Which services will this impact?
  3. What changes are being made to call charges?
  4. What changes are being made to international calls?
  5. What else is changing?
  6. What if you're a new customer?

1. Why our prices are changing?

We're constantly looking at ways to provide you with an even better service. These new charges are in place to reflect that, allowing us to deliver even better products in the future.

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2. Which services will this impact?

These changes will apply to line rental, call charges and call set up fees, as well as several of our call plans. These changes will happen on the 3rd December 2019. You'll see them in your next bill after that date.

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3. What changes are being made to call charges?

Product Current price New price
Line rental £15.50 £17.50
Anytime £5 £6
Anytime International £7 £8
Call set-up fees 15p 23p
Calls to UK landlines 10p per minute 14p per minute
Calls to UK mobiles - Weekday and weekend daytime set up fee 15p 23p
Calls to UK mobiles - Weekday and weekend evening set up fee 15p 23p
Calls to UK mobiles - Weekday and weekend daytime call charge 12.5p per minute 16.5p per minute
Calls to UK mobiles - Weekday and weekend evening call charge 10p per minute 16.5p per minute

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4. What changes are being made to international calls?

Our international call prices will also be changing. A full list of our phone tariffs can be found here, where you'll see all the details.

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5. What else is changing?

Our Acceptable Use Policy will also be changing, making it clear that you'll be responsible for all incurred call charges. The following calls are not included in our call plans and will be chargeable:

  • Calls to indirect access numbers, including calling cards
  • Calls to get dial-up internet access
  • Calls to mobiles (unless you've added calls to mobiles in your call plan or business call plan)
  • Any call that lasts over 60 minutes, with the excess minutes being chargeable
  • Any international calls that last over 60 minutes on a residential call plan - again, only the excess minutes will be charged

For any call plan that includes calls to 0845 and 0870 numbers, we have the right to charge you for any calls you make that exceed 150 calls or 1000 minutes a month.

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6. What if you're a new customer?

The new prices mean you will end up paying a different fee to the one you signed up for. The price change will come into effect on the 3rd December 2019, so any bill you receive after that will reflect it.

We'll continue to give you the best possible service, putting every penny towards your broadband experience.

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Can't find what you're looking for?

If we've not been able to address your query through a support article please contact Customer support for further assistance.

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Service Status

For full details of our current issues or any maintenance work that could be affecting your service please visit our Service Status site.