About your Plusnet phone credit limit and how to top it up

A credit limit stops you spending more than you want to on calls that aren't included in your call plan.

If you pay your phone bill by Direct Debit, we set a credit limit to make sure you don't end up paying too much. Your credit limit’s the amount you can spend on calls every month using your landline. You can top it up if you need to make more calls that month – more on that further down.

You can check your credit limit by going to your Phone Control Panel and clicking on Account Summary.

Every time you make a call, we take the amount it costs from your credit limit and add it to your next bill. Then, at the end of the month, you pay for the calls you've made. We reset your credit limit on your invoice date.

Once a day, we add the calls you've made and the amount each one cost to your bill. You can see a breakdown of that by going to your Phone Control Panel and clicking on Itemised Bill. To see calls you've made recently, click on Recent Calls.

That depends on what call plan you've got. The monthly credit limits for our call plans are:

Don't worry, we'll drop you an email to let you know when you're close to going over. If you reach or go over your credit limit, the next call you make will go through to us and you'll need to pay a one-off charge of £5.76 (the amount it costs us to get everything back to normal on your line). We'll add that to your next bill. This doesn't affect calls to the emergency services or the operator.

So you can carry on making calls after that's happened, you'll need to top up your credit limit by at least £5. Then you'll be able to make calls again as normal.

To avoid that happening, make sure you top up before you reach your credit limit.

You can pay for calls before you get your monthly bill by topping up your credit limit. For example, you might want to do that if you know you'll need to make more calls that month than your credit limit allows. You can top up at any time.

You can top up by £5, £10, £25, £50, £75 or £100. Just go to the Phone Control Panel and click on Account Summary. Then click top up.

We just take the amount each call costs from your new credit limit. That'll happen until your credit limit runs out again.

If you've gone over your credit limit and make calls before you've topped up, or after you've spent your topped-up credit limit, you'll need to pay a one-off charge of £5.76 (the amount it costs us to get everything back to normal on your line). We'll add that and the amount each extra call costs to your next bill.

If you get to the end of the month and you haven't spent all your new credit limit, it'll carry over to the next month, so you aren't losing out.

Here’s why this might happen sometimes. These examples are based on our Evening & Weekend & UK Mobile call package (£55 credit limit).

You top up but don’t use it all

1. You use £55 of your credit limit to make calls
2. You decide to top up your credit limit by £25
3. You use £10 on calls before the end of the month
4. We add £40 to your bill at the end of the month

Or here’s the maths:

You top up and use it all

1. You decide to top up your credit limit by £10 before you make any calls
2. You make £10 of calls
3. We don’t add anything to your next bill

Or here’s the maths:

You top-up and then go over

1. You decide to top up your credit limit by £5 before you make any calls
2. You make £20 of calls
3. We add £15 to your bill at the end of the month

Or here’s the maths: