“Unlimited” calls aren’t!

es5595

I recently signed up to a virtual landline package, as my partner is deployed and it’s significantly cheaper for him to call a landline than a mobile. 

Today I had a request to top up the account, as apparently the “introductory” £5 credit was almost gone. I was a bit perplexed as I was of the understanding incoming calls were unlimited. 

The terms and conditions aren’t very clear, and appeared to be for outgoing calls, apparently they cover incoming calls too, but “unlimited” is actually just 1000 minutes a month, are they allowed to advertise this as unlimited?!

It’s just over half hour a day, which seems a long way off “fair usage” especially as they are far more clear that you can have up to 40 calls a day within “fair usage”!

Bradden

If you share the name of the company it would help. I know a couple of companies in this market who do make it clear what the "unlimited" means in practice.. but yours may not.

For example...

https://www.virtuallandline.co.uk/tariffs#fineprint-2

es5595

Yes, those! Is there not a minimum of included minutes they’ve got to have to be able to advertise them as “unlimited”?

Bradden

Are you using the company I linked to? They do make it pretty clear what you get.

The ASA has further reading...

https://www.asa.org.uk/asset/BDF28A2D-27EC-4B7B-BF3EEA62A7C52830.E4C3F929-9CEB-4EF3-9A1D1A8729EABCC0/

sparklep0ny

Unlimited with an asterisk taking you to something saying it isn't actually unlimited has been acceptable to the ASA for the best part of 15 years, possibly more.

I've never particularly agreed with it but there we go.