Hi ​@CJ2026,

Thank you for your message.

We are truly sorry to hear about that. This issue may be due to an active Monthly Spend Cap (or Bill Cap) on your account, which is designed to limit any out-of-plan charges.

In some cases, if the number you are calling is classed as out-of-bundle (such as premium, international, or non-geographic numbers), the Spend Cap may be triggered even if you have unlimited UK calls included in your plan.

Please check your Spend Cap settings and let us know if you would like us to review this for you further.

Thanks.

Thanks for your prompt reply. The number I called is not a premium, interactional or non geographic number. It’s a uk mobile number (07893 xxx xxx). Please advise. 

Hi ​@CJ2026 

Can you tell me the make and model of the phone please.

-Michael Z

Hi 

it’s Apple iPhone 17

thanks 

Hi ​@CJ2026,

Thanks for your response. Please could you provide the first 6 digits of the mobile number that you’re trying to call, I do see that you have already provided - 07893 - in order to check if this is part of our inclusive calls or out of plan calls, I would require the first 6 digits.

Regards,

Gemma M

The iD Mobile Social Media Team

Hi ​@CJ2026,

Thank you for verifying that for me. Kindly note that numbers starting with 078939 are not included in your iD Mobile allowances and require a bill cap to be set up in order to make or receive calls to or from these specific numbers. 

You can read about this here: https://www.idmobile.co.uk/help-and-support/call-charges, under the table for ‘Standard out-of-plan changes’, you are able to look into this, by clicking the ‘here’ showing in blue on 2nd paragraph on this page.

The paragraph states ‘For any Non-Standard 07 Numbers you can find a list of these by clicking here, these associated numbers are not included within your standard package allowance.’

Once again, we are so sorry for any inconvenience that this may have caused. 

Regards,

Gemma M

The iD Mobile Social Media Team