Why are we doing this?
During this difficult time, we know it’s important for you to stay in touch with your friends and family. We want to introduce this change to make sure anyone who has a landline at home can keep in contact without having to worry about excessive costs.
Who is eligible for this change?
Any customer with no fixed broadband in their home (including those with Home Phone Saver) will be eligible.
Why aren’t you doing this for all customers?
We want to make sure that customers who only have a landline can stay in touch. We’ve given all of our broadband customers unlimited data so that they can use things like Skype and WhatsApp as well as their landline.
Who is eligible for a refund?
Customers who spend more than £5 on calls that are not included in their packages and meet the qualifying criteria will be eligible. Customers who spend £5 or less on non-inclusive calls will be billed as normal. All customers will pay the normal fixed cost of their calling plan.
Are all calls included?
If you have a landline with us, all UK landline and mobile calls which aren’t already included in your plan are covered (above £5). International calls and premium rate calls are not included.
Do I need to do anything to claim?
No, to make this really easy for you, we’re doing this automatically. There is no need for you to contact us for the refund to be applied.
What time period is this for?
This will apply to any calls from the 19th March. We’ll continue to review as the situation develops.
What do you do if you see call charges on your bill that are more than £5?
This applies from 19 March 2020. If you see charges on your bill if it lands over the next few days, don't worry, we'll automatically remove these on your following bill.
How will the refund look on the bill?
If you have more than £5 in charges for UK landline and mobile calls, we’ll refund you those charges and add a £5 charge to your bill. This refund and charge will be clearly labelled. We need some time to process the refund, so calls you’ve made close to your bill date may not be refunded until your next bill - but don’t worry, you don’t need to contact us as we’ll do this for you automatically.
How will the refund work for quarterly billed customers?
If you’re billed once every three months you’ll pay no more than £5 in charges for UK landline and mobile calls each month. The total refund and total charge (we won’t charge you more than £15 a quarter) for the three months will be clearly labelled on the bill.