phone call cap

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Hi I tried to call BT on my mobile .. about my home phone .. but it said I cannot call as I have reached my CAP LIMIT? DONT understand plesse

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HedgesAuthor

Helpful Contributor

Don't understand cap

Geluk

Silver Contributor

Look in the app and adjust any limits as necessary; you’ve clearly exceeded one😄

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H

HedgesAuthor

Helpful Contributor

I don't understand exceeded what I thought phone calls are free with my SIM only. The number was 150 is that banned as I can make other calls

Gemma M

iD Mobile Employee

Hi @Hedges,

We're sorry for the confusion.

While your SIM-only plan includes calls to standard UK numbers, some numbers aren't included in your allowance and may be chargeable.

If you're seeing a message saying that you don't have enough allowance to make the call, you'll need to increase your bill cap before you'll be able to call chargeable numbers.

If you're only having this issue when calling 150, but other calls are working normally, please let us know who 150 belongs to, as this will help us advise you further.

Regards,

Gemma M

The iD Mobile Social Media Team

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H

HedgesAuthor

Helpful Contributor

Hi I did say 150 IS BT British telecom

Decembersangel72

Gold Contributor

Hi @Hedges

‘Dialling 150 connects you directly to BT Customer Service and Tech Support. This number is completely free to call if you are dialling from a BT or EE mobile phone, or from a BT landline.’

As you were trying to connect via your iD Mobile (which has no affiliation with BT) then there would be an Out of Plan cost and this is where your Bill Cap amount would limit you being connected as it would incur a charge. If your bill cap is set to only cover your monthly plan cost then the connection will not go through.
You can check the cost of additional ‘out of plan charges’ here:-
https://www.idmobile.co.uk/help-and-support/call-charges

If you wish to change your bill cap:-
To change your iD Mobile bill cap, simply log in to the iD Mobile app or your online account and go to the Bills section. From there, select Manage bill cap, adjust the slider or enter a new amount, and then tap Save/Confirm to update your spending limit immediately.

To contact BT Customer Services using your iD mobile you can call 0800 800 150 which will connect you to to BT's primary helpline and is free to call as part of your iD Mobile plan.

Hope this helps x

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Gemma M

iD Mobile Employee

Hi @Hedges,

I can see that I've already responded to your query on the thread below:

Regards,

Gemma M

The iD Mobile Social Media Team

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