Last updated: 1 January 2021
This Fair Use Policy and the terms included here will be incorporated into each Business Customer Agreement between the customer and Plan Communications Limited.
The information in this document was correct at the time of publication. All terms in this Fair Use Policy are subject to change.
What is a Fair Use Policy?
At plan.com, we aim to provide as much inclusive data, texts and voice usage as possible within our tariffs. We strongly believe that “unlimited” should genuinely mean unlimited.
What allows us to offer these unlimited bundles is detailed customer analysis.
This means that, as long as everyone uses their call, text and data services fairly, each individual customer can benefit from flexible and unrestricted tariffs.
However, there are inevitably customers who decide to abuse, or accidentally use substantially more than their fair share of calls and texts.
For this reason, we have implemented a Fair Use Policy in relation to unlimited data, calls and texts. This policy applies where the level of usage, or projected usage, is unreasonable and/or significantly exceeds what we would expect from a typical plan.com customer.
What does this mean for me?
Assuming your call, data and text usage does not exceed our Fair Use Threshold, there is nothing to worry about.
However, if your usage or projected usage is above the monthly threshold that we set from time to time, we may need to take action in order to remedy the situation or prevent the problem from escalating further.
What is the plan.com Fair Use Threshold?
The Fair Use Threshold is set per connection and is monitored and updated regularly through analysis of customer usage profiles and trends.
We also monitor where the pro-rated usage is projected to exceed the Fair Use Threshold within a particular billing period.
The current limits applicable to all customer accounts are outlined below.
Fair Use Threshold for mobile and MBB usage
The Fair Use Threshold for all mobile or MBB usage in the UK and plan.com Europe Zone is 3,000 minutes and 3,000 texts per service.
Fair Use Threshold for Unlimited data tariffs
The Fair Use Threshold for usage on any tariff with unlimited data includes 20GB of data usage while roaming outside of the UK, including within the Europe Zone.
It also includes a 650GB data usage threshold within the UK.
Fair Use Threshold for VoIP
The Fair Use Threshold for VoIP includes 5,000 UK landline minutes and 5,000 UK mobile minutes.
Fair Use Policy while roaming
Plan tariffs are intended for customers and users with a stable link to the UK who travel abroad periodically. They are not intended for users roaming on a permanent or semi-permanent basis.
We reserve the right to monitor usage patterns to determine whether a customer may be abusing the right to use an inclusive allowance while roaming in the plan.com Europe Zone.
If a customer spends more than two months abroad out of four months and consumes more data abroad than at home during that time, we may send an alert.
Once an alert is received, the customer will have two weeks to clarify the situation. If the user continues to remain abroad, we reserve the right to apply surcharges in line with wholesale roaming caps agreed on 31 January 2017.
What happens if I breach the Fair Use Threshold?
If, at our discretion, your call, data or text usage materially exceeds one of the Fair Use Thresholds, we may contact you by email, text or telephone to advise you accordingly.
We may also suspend your service before or after making contact.
You will be given the opportunity to rectify the situation by reducing or ceasing excessive usage.
If excessive usage continues, or if we reasonably suspect that you are not acting in accordance with this policy, we reserve the right to take further action.
Actions we may take
Actions may include transferring the connection to a tariff that does not include unlimited texts or calls.
We may also suspend, modify or restrict the use of your services at our discretion.
Access to the service may be withdrawn indefinitely.
We may terminate the contract, which may include contractual termination fees.