Being charged for out of plan usage

  • 26 March 2020
  • 1 reply

I changed my contract to one with unlimited minutes and calls. I also have a data add on. However- the cap isnt taking that into account and tells me I have used up time and accrued extra costs. This is clearly wrong.


please can someone look into this for me as I need an accurate way to check my usage to ensure I do not end up paying more than I can afford.

1 reply

Userlevel 7
Badge +8

Hello @Rosieposy8,


Your allowances are used first before the add-ons.


Once all your allowances have been used, your add-ons will kick in. You’ll still get the text advising 80% and 100% of your allowances being used as this is normal. 

However, the charges should not be applied if an add-on is active.


Have you checked the app/account to see what the charges are?

Add-ons/inclusive allowances won’t apply to non-inclusive numbers.


For example, calls to 118 and 09 numbers are not included.

You can also set-up a cap to prevent any out of plan usage being incurred.


A list of the charges can be found here:

You can find out about bill capping here: 

If you want to set-up a bill cap, check out this link: