UK CALLING

Clear call rates for everyone

Important information about how 08, 09 and 118 numbers will be charged from 1st July 2015

From 1st July 2015, Ofcom, the independent regulator for the UK communications industries, is changing the way 08, 09 and 118 numbers are charged for all communication providers across the industry.

These changes are designed to make the cost of calls clearer, and they are being communicated through a campaign called UK Calling.

Put simply, call charges for calls to 084, 087, 09 and 118 across the UK, will be made up of two parts: an access charge from Plusnet and a service charge from the organisation you are calling. There will also be changes to 0800 and 0808 numbers making them free to call from mobiles, as well as landlines.

PLEASE NOTE: These industry changes will not affect any inclusive minutes within your current Plusnet call plan. Any inclusive minutes you currently have will remain inclusive.

Find out more

All these changes apply to calls made from every landline and mobile phone for every provider including Plusnet, Talk Talk, BT, 02, EE and Sky. Calls from payphones, international calls or calls to the UK when roaming overseas are not affected.

Find out more at ukcalling.info


  1. What are 084, 087, 09 and 118 numbers?
  2. How it works now
  3. How it will work from 1st July 2015
  4. 0800 and 0808 numbers
  5. What is UK Calling?
  6. Why are these changes being made?
  7. Is the overall cost of calls changing?
  8. Will I keep my inclusive minutes?
  9. What will happen to my call rates to UK Landlines and UK Mobiles?
  10. Where can I find out the access charge?
  11. How will the organisation I am calling communicate the service charge?
  12. When will these changes happen?
  13. What happens to calls made before 1st July 2015?
  14. Do I need to do anything?
  1. What are 084, 087, 09 and 118 numbers?

    Numbers beginning 084 and 087 are general service numbers used for contacting organisations. Those beginning 09 are 'premium rate' service numbers. Numbers beginning 118 are directory enquiry numbers.

    Return to top
  2. How it works now

    Plusnet currently charges you a setup fee for calls to 084, 087, 09 and 118 numbers as well as a pence per minute or pence per call charge, depending on the company you have called. The charges can vary depending on the time of day you make the call.

    When you call organisations, you sometimes see information about the cost of calls, which looks something like this:

    “Calls cost 20p per minute from a BT landline. Other landlines may vary and calls from mobiles may cost considerably more.”

    This makes it hard to know the cost, unless you happen to be calling from a BT landline.

    Return to top
  3. How it will work from 1st July 2015

    From 1st July 2015, the cost of calling any of these numbers will be made up of two parts:

    Access Charge

    This is the part of the call Plusnet charges you for, charged as pence per minute. The Plusnet access charge will be 9.58p per minute. This charge will only be applied to calls made to 084, 087, 09 and 118 numbers.

    Service Charge

    This is the remainder of the call charge. The organisation you are calling decides the service charge and must communicate it. For example, if the service charge was 20p per minute, the organisation you are calling might say "Calls cost 20p per minute, plus your phone company’s access charge". Plusnet will publish the list of industry agreed service charges on our website from 1st July 2015.

    By adding together the access charge and the service charge, you'll know exactly what the call will cost you.

    Here’s an example:

    Our access charge is 9.58p per minute. Let’s say the service charge for a particular number you want to call is 20p per minute. In that case, you would see information like this:

    “Calls cost 20p per minute plus your phone company's access charge.”

    In this particular example, the call would cost 20p per minute (the service charge), plus 9.58p per minute (the access charge). So the call would cost you 29.58p per minute.

    If the call lasted for 2 minutes, the charge for the call would be 59.16p

    Your call charges will be rounded up to the nearest whole penny on your itemised bill, just as they are today.

    Return to top
  4. 0800 and 0808 numbers

    Freephone numbers starting 0800 or 0808 are already free to call from landlines. From 1st July 2015 it will be free to call 0800 and 0808 numbers from your mobile as well.

    Return to top
  5. What is UK Calling?

    UK Calling is the name for the changes that are happening to make telephone charges clearer, and the information campaign which is communicating these changes. The campaign is being led by Ofcom, the communications regulator, and they are working together with major phone companies.

    Return to top
  6. Why are these changes being made?

    Research has found that there is often confusion about how much it costs to call service numbers. These changes will make it easier for you to understand how much you will be billed for making these calls.

    Return to top
  7. Is the overall cost of calls changing?

    Freephone numbers which begin with 0800 and 0808 will become free for customer to call from mobile phones. At present, mobile users are generally charged for these numbers.

    For numbers starting 084, 087, 09 and 118, the new system will make the cost of calls clearer than at present. There may be some small changes to the cost of individual calls. The organisation you are calling will communicate their service charge and Plusnet will communicate our access charge via our website.

    Return to top
  8. Will I keep my inclusive minutes?

    Yes. Your call plan will not change and any inclusive minutes you currently receive will remain inclusive.

    Return to top
  9. What will happen to my call rates to UK Landlines and UK Mobiles?

    There will be no changes to our call rates for UK landlines or UK mobiles as part of this industry change.

    Return to top
  10. Where can I find out the access charge?

    The access charge is 9.58p per minute and will be published on the website and on your itemised bill.

    Return to top
  11. How will the organisation I am calling communicate the service charge?

    Companies and organisations that provide services using 084, 087, 09 or 118 numbers will be required to communicate the charges clearly.

    Wherever they advertise or promote one of these services, they must ensure that the service charge is displayed in a prominent position, and in close proximity to the telephone number.

    Return to top
  12. When will these changes happen?

    All the changes will happen on 1st July 2015.

    Return to top
  13. What happens to calls made before 1st July 2015?

    Calls made before this date will not be affected by these changes and will billed according to the tariff that was in place when the call was made. Calls that begin on 30th June 2015 and cross over to 1st July 2015 will be charged against the tariff that was live when the call began.

    Return to top
  14. Do I need to do anything?

    From 1st July 2015, Plusnet will automatically begin to bill your calls to 08, 09 and 118 numbers with the new charging structure. There is no need for you to do anything.

    Return to top

Is my router compatible?

When you sign up to Plusnet broadband you can choose to take a wireless router.

We strongly advise taking our router, unless you're an experienced Internet user.

Want to use another broadband provider's router? Check that it's compatible first. Most providers lock routers to their network - so you may not be able to use it.

How to check if your router is compatible

  • Does your router's description state 'ADSL/ADSL2/ADSL2+'? (You may want to search for the model name if you don't have details to hand)
  • Did you buy your router from a high street/online retailer?

If you've answered Yes to both questions, it's likely that your router will be compatible with our service. If the answer is No, we suggest that you take the router we supply.

Should you find that your router isn't compatible once your broadband service is up and running, call us on 0800 432 0200.

Check out our latest broadband and phone products.
View packages

View all packages

Take a look at all our great-value, unlimited broadband and low-cost calls packages. Find a deal to suit you.

View packages

Packages guide

All the info you need to know about our broadband and phone packages.

Packages online activities View packages guide