FEEL SUPPORTED

FULLY SUPPORTIVE OF OUR PARTNERS
  • Winner of the Sunday Times - Tech Track 100 - 2018
  • Trust Pilot - 5 Star Excellence
  • SUPPORT

    Always available when you need it

    my.plan, our award-winning customer portal, gives you 24/7/365 insight into your bills and services, as well as a series of tools to help you manage your business comms.

  • SUPPORT

    Supported by industry experts

    When you need to speak to someone, the business partner who brought you to plan.com and knows your business needs inside and out, will be on hand to help.

  • SUPPORT

    We're
    on-hand to
    help you, too

    If your business partner is unable to help, get in touch with our dedicated Customer Support team. All our contact details are at the bottom of the page.

  • channels

    Getting hold of us is easy

    You can use the form below, send us an email or pick up the phone.

    Or phone lines are open weekdays 9am-6pm, and we aim to respond to emails and voicemails within 24 hours.

    Want a quick answer to your query? Try our FAQs, below.

    GET IN TOUCH

    Contact Us

    Our experienced team of Customer Support Executives is on-hand to provide personalised support for all plan.com customers.

    The team is available weekdays during normal office hours (9am-6pm) and we aim to respond to emails and answerphone messages the same day.

    Telephone: +44(0)3300 88 18 18
    Calls from plan.com mobiles are free from anywhere in the world.

    Pricing

    Additional Prices

    As a plan.com customer, you pay a fixed, contractual amount every month, agreed in advance.

    However, some exceptional usage such as premium rate numbers may mean you occasionally need to pay a bit extra.

    Click below to see a full breakdown of additional charges

    PLAN.COM/PRICING
    PRIVACY & GDPR

    Helping keep your data safe and secure

    Your privacy matters and keeping your data safe and secure is important to us.

    To learn more about how and why we store your personal data as a plan.com customer or someone who has contacted plan.com, please take a look at our privacy policy.

    view privacy policy

    Frequently Asked Questions

    Should I call O2?

    Only to apply a lost/stolen bar out of hours. Although you receive an O2 signal through our service, your airtime contract is with plan.com and all your details are on our database.

    Please contact us regarding any issues with your service or account

    I’ve moved or changed my details

    In order to change your details, you will need to get in touch with our customer service team, they are available on 03300 88 18 18.

    To change details, we need instruction from the authorised person on the account, directly from their validated email address that we have on file.

    I have a question about my bill

    We provide a fully itemised breakdown of all usage through the month. The answer you’re looking for may be in the content of the bill. If your invoice is higher than you were expecting, check the first and last dates that your line rental has been invoiced. If it’s your first invoice, the chances are it’s pro-rated.

    If you have a question about your bill, please contact our customer service team on 03300 88 18 18 or email them at [email protected]

    Wifi and 4G Calling

    No signal? No problem. We’ve introduced two new ways of keeping your business connected if you’re struggling to find a signal. Whether you’re at home, in a coffee shop or at the office, if you’re having a signal problem, you can use wifi to call as normal. And 4G Calling lets you make calls over 4G, meaning clearer calls.

    Wifi and 4G Calling use your minutes and not your data. Your calls are included as part of your usual voice tariff allowance, and out-of-tariff calls are charged at your standard rate. You’ll move seamlessly and uninterrupted between wifi and 4G network coverage to continue your call, while being able to check your mail or browse the Internet at the same time.

    Getting started is easy. If you’ve received a text notification from us, there’s no need to do anything - you’re all set up and ready to go. There’s no need to sign up, register or download a separate app. If you’re connected to a wifi network or you’ve got a 4G signal, you’ll automatically use Wifi and 4G Calling.

    If you’ve got a brand-new phone that’s connected through plan.com (see eligible devices below), you will automatically be set up for Wifi and 4G Calling. There’s no need to do anything!

    Customers with iPhone 8 Plus, 8, 7 Plus, 7, 6s Plus, 6s and SE with the latest iOS11 (or above) installed can enjoy the experience of seamless connectivity. To find out more, click here.

    I have problems with my Boostbox

    Unplug everything for an hour or two. Check your broadband speed. 2mbps upload and 0.5mbps download speeds are required for the device to operate efficiently. If you’ve changed your mobile phone or swapped your SIM card, you’ll need to inform us. If this doesn’t fix the problem, you will need to contact our customer service team on 03300 88 18 18 or email us at [email protected] with details of the problem.

    I want to remotely lock or redirect my phone

    To temporarily redirect your phone, dial **21*phone number#

    Alternatively, call us on 03300 88 18 18 and we will process the divert.

    Diverts apply to calls only.

    I need more data

    The tariff associated with your device sets the amount of data you can use every month. In order to access more data, you will need to upgrade to a different tariff. You can do this at any time and revert to the contracted tariff at any time.

    Been a busy month and running out of data? No problem! Boost your data! Customers can now boost their data any time they want, with 1GB, 2GB and 5GB Data Boost options.

    What’s more, if you’re caught short near the end of the month* and have already boosted your data, you can add another one (or two) boosts - but you can’t add the same Boost twice in one month!

    So, if a 5GB Boost has already been added, you can request a 2GB or 1GB Boost (you can’t have another 5GB). You could even add them together to get a 3GB Boost!

    Please contact your business mobile supplier who connected you to the plan.com in order to discuss your Boost and upgrade options.

    *Data boosts can be requested at any time in the month and are compatible with any device that already has access to data. Neither the price nor the allowances of data boosts are pro-rateable. If you exceed your data allowance, standard out-of-bundle charges apply. Adding a data top-up will not absorb data overage that has already been incurred. You will be charged for the additional data you have already used, plus the price of the data boost, which will include data usage from the point at which the bundle is added until the end of the month. Data Boosts are not compatible with exec.plan 60GB.

    A data boost will end with effect from the end of the calendar month in which the request was made unless explicitly agreed. When explicitly agreed with the customer, they can be left open when added until such a time that the customer requests the boost to be removed, either verbally or in writing.

    I can’t access data

    Data may be unavailable for a range of reasons. Here are some quick ways of fixing the issue or finding out why.

    The first thing to check is whether you have exhausted your monthly data allowance. To find out, you can register for my.plan.com or if you’re registered already, by logging on and checking your data usage.

    If you are within your data allowance but still having issues accessing data, try rebooting your handset by turning the device off, removing the SIM card, reinserting the card and turning the phone back on. Sometimes this fixes the issue.

    The next thing to do is check your data settings, which are usually found by going to your phone’s Settings and then selecting Data.

    • Our data APN is data.plan.com
    • The username should be plan
    • A password is not required

    If you have an iPhone, you’ll need to reinstall the APN profile on your device. This is much simpler that it sounds, access the guide here: http://www.plan.com/guides/apn-settings/

    Want to know more about APN settings? http://www.plan.com/guides/apn-settings/

    If you’re still experiencing difficulties, call us on 03300 88 18 18 or email [email protected] if the issue is less urgent. You will be asked if you’re in an area that can receive data, and we will check if your data has been barred due to going beyond your monthly usage, or failure to pay a bill.

    I have problems with my signal/coverage

    Initially, switch your phone off and on again, if your phone has just dropped off the network for some reason this will enable it to reconnect.

    If this doesn’t work then this could be a problem with the O2 network, to check this you should go to https://status.o2.co.uk/ and enter your postcode, this will give you information about any known problems with the network.

    If there are no known network problems in your area then you may be in a low coverage area, to check this you can use O2’s coverage checker found at https://www.o2.co.uk/coveragechecker. If you are in a low coverage area then a boost box may help your signal while indoors, and Wifi and 4G Calling may also improve call quality (available on the iPhone). Terms and conditions apply. To order a boost box you will need to get in contact with your supplier or with our customer service team on 03300 88 18 18 or email us at [email protected].

    If you are not in a low coverage area and you are still having problems then you will need to contact our customer service team, who will investigate the problem further, they are available on 03300 88 18 18 or at [email protected].

    I have a question about my tariff

    If you want more information about your tariff then we have these handy documents to help you out.

    more.plan
    http://www.plan.com/tariffs/more-plan.pdf
    exec.plan
    http://www.plan.com/tariffs/exec-plan.pdf
    mbb.plan
    http://www.plan.com/tariffs/mbb-plan.pdf
    shareplus.plan
    http://www.plan.com/tariffs/shareplus-plan.pdf
    simo.plan
    http://www.plan.com/tariffs/simo-plan.pdf

    If you have further questions about your tariff then call our customer service team on 03300 88 18 18.

    Does plan.com support tethering/mobile hotspot?

    Yes - however your mobile data and MMS settings must be correct before we can activate the facility. To request this service, call 03300 88 18 18 or email [email protected]

    Does plan.com support MMS (Multimedia Messaging Service)?

    Yes - however your mobile data and MMS settings must be correct before we can activate the facility. To request this service, call 03300 88 18 18 or email [email protected]

    My voicemail has stopped working

    If you can no longer access your voicemail, please follow these instructions:

    1. Dial 1760 to deactivate voicemail
    2. Turn off the device
    3. Remove the SIM card and reinsert
    4. Switch on the device
    5. Dial 1750 to activate voicemail