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Question

Free phone number being charged

  • June 3, 2026
  • 1 reply
  • 16 views
Ves
Community Member
  • Ves
  • Community Member

I have unlimited texts, calls and internet. Tell me why, at 1am, when I am in desperate need of contacting a helpline, that is FREE and is advertised as such, am I being charged for using an international number? 

This is a UK helpline for mental health, I have used it many times. I also have unlimited phone minutes, so regardless of whether it was free I should have been able to use my unlimited minutes. 

I am now sitting here in a mental health crisis, unable to call a free number for help. 12p it charged me, for 5 minutes. This doesn't sound extortionate, however, I shouldn't have had to pay even 1p! 

I am so upset. I'm having a hard day, and I don't know what to do now.

    1 reply

    Gemma M
    iD Mobile Employee
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    • Gemma M
    • iD Mobile Employee
    • June 4, 2026

    Hi ​@Ves,

     

    We're sorry to hear about your experience and appreciate how upsetting and frustrating this must have been, especially when you were trying to access support.

     

    In terms of the charge itself, not all numbers are included within unlimited minutes. While standard UK landline and mobile numbers are generally covered by your allowance, certain number ranges and services can be charged separately, even if they are advertised as "free" by the organisation itself.

     

    You can find a full breakdown of which calls are included and which may be chargeable here: https://www.idmobile.co.uk/help-and-support/call-charges

     

    The page explains the different number types, including service numbers, international numbers, premium-rate numbers, and other calls that may fall outside your inclusive allowance.

     

    If you'd like to understand exactly why this particular number was charged, we'd recommend contacting our Live Chat team who can review the call on your account and explain the specific charge in more detail: https://www.idmobile.co.uk/live-chat

     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

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