Fair use on Unlimited
What unlimited means, what happens if a team goes well past it, and the one automatic safeguard.
Written By Axel Molist
Last updated About 1 month ago
Unlimited means you don't count minutes. It doesn't mean the line can be used as a dialler. Fair use is how we tell the two apart, and it's designed so that a normal business, even a busy one, never hears about it.
The reference point
Fair use is measured against 2,000 UK landline and 2,000 UK mobile minutes per user each calendar month, pooled across everyone on Unlimited. That's more than 30 hours of calls per person. Going over it is a conversation, not a charge.
What happens if you go over
The account owner gets a notice at 75% and again at 100%. Calls carry on and nothing is charged.
If it keeps happening, two months in a row or three months in six, we get in touch to understand the usage and agree a way forward.
If we don't hear back within 14 days, we may move the account to metered rates with 7 days' notice. Never backdated.
The one automatic safeguard
If a single user reaches twice the reference, 4,000 landline or 4,000 mobile minutes in a month, their outbound calling is paused until we've confirmed with the account admin that it's genuine. That's a fraud check, not a bill.
Long calls
There's no limit on how long a call can last. A single call running continuously for more than four hours may be disconnected. Just call back.
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