fair use policy
Here at plan.com we love to provide you with as many free texts, voice minutes and as much data as we can possibly fit into our tariffs. We strongly believe that “unlimited” really should mean unlimited when it comes to call, text and data bundles.
What allows us to offer these unlimited bundles is the result of detailed customer analysis which provides us with an average usage profile across our entire customer base.
This means that, as long as everyone plays ‘fair’ with their call, text and data usage, each individual customer can benefit from flexible and, more importantly, unrestricted tariffs.
However, there are inevitably customers who decide to abuse, or accidentally use, substantially more than their ‘fair share’ of calls, texts and data.
For this reason we have had to implement a Fair Use Policy in relation to calls, texts and data. This applies where the level of usage, or projected usage, is unreasonable and/or significantly in excess of what we would expect from a typical customer at plan.com.
So what does this mean for me?
Assuming your call and text usage do not exceed our Fair Use Threshold, there is nothing to worry about.
If, however, your usage or projected usage is above the monthly threshold that we set, from time to time, we may have no option but to take action in order to remedy the situation or prevent the problem from escalating further.
So what is the Fair Usage Threshold set by plan.com?
The Fair Usage Threshold is set per connection and is monitored/updated regularly through analysis of customer usage profiles and trends. We also monitors where the pro-rated usage is projected to exceed the Fair Usage Threshold within a particular period or billing cycle. The current limits applicable to all customer accounts are as follows:
|Other mobile/MBB tariffs||monthly||-||3000||-||3000||-||-|
1 With Euro and/or World Explorer enabled, a service is not able to roam for more than 14 calendar days during any given billing cycle. This limit and the changes to the minutes, texts and data allowances will be effective from 14 March 2017 in accordance with your agreement.
2 Outbound calls must be no more than 70% of total call volume across all extensions
3 Fair usage allocation is 5,000 UK landline and 5,000 UK mobile
So what happens if I breach, or am projected to breach, the Fair Usage Threshold?
If, at the absolute discretion of plan.com, it is our opinion that your call, data and/or text usage materially exceeds, or will shortly exceed, the Fair Usage Threshold, as described above, we may contact you by email, text, or telephone to advise you accordingly, but we reserve the right to charge you for the overage.
When we contact you we will provide you with the opportunity to rectify the situation by ceasing, or substantially reducing, your call, data and/or text usage. Our response will depend on whether the Fair Usage Threshold has been breached, or is expected to be breached.
If the excessive, or projected usage continues or is in breach of the Fair Usage Threshold, or if for any reason we reasonably suspect that you are not acting in accordance with this policy, we reserve the right to take further action.
Such action may include, but is not limited to:
- Further charges being raised for usage in excess of the Fair Usage Threshold
- Transferring you to a tariff that does not include unlimited texts, data or calls
- Suspending, modifying or restricting , at our absolute discretion, use of our services
- Withdrawing access to the service indefinitely