I’ve been making calls to a free UK helpline service for a while now and just recently the calls won’t connect. I put some money onto my bill cap which allowed calls to go through. I received a text from ID saying that I will be charged when making international calls from UK. How do we fix this problem?
Question
Being charged for calling a free UK number - its recognised as an international one?
+12Hi
Thanks for getting in touch.
This can happen because not all numbers are included within your allowance, even if they appear to be UK-based helplines. Some service numbers, premium-rate numbers, and certain non-standard UK numbers are chargeable and require a bill cap in place before the call can connect.
As you've found that increasing your bill cap allowed the call to go through, this suggests the number you're calling may fall into one of these chargeable categories.
You can find more information about chargeable and non-included numbers here: https://www.idmobile.co.uk/help-and-support/call-charges
If you've received a text mentioning international calls but the number you're calling is definitely a UK number, we'd recommend checking the full number format and contacting our Live Chat team so they can investigate further. Your can reach them here: https://www.idmobile.co.uk/live-chat
Regards,
Gemma M
The iD Mobile Social Media Team
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