Plan.com - Adding on £30 caps without your approval + having caps but not following them.

tcolwill89

Hello all,

I've had issues with plan.com already (November 2024) where their data usage widget broke for 2 and 1/2 weeks and after having my phone cut from data usability on 22nd November 2024, I logged in and saw that I had only used 1.6gb of the 16gb limit.

I rang them and after the young lady went to check she said there was a tech error and it hadn't updated since 3rd November.

When I challenged her to ask how I am meant to manage my data usage if I do not have an accurate tracking process she (after speaking with her manager) said that it's in the contract that the tracking software can NOT update for a few days.

This left the first bad impression.

Today, 10th July 2025, my partner received a bill of £291 (£160 + VAT over her regular bill)

Because on 10th June she ran out of data (something large uploaded outside of wifi) she rang to check about data bolt-ons and refused, she just upgraded her account to have the ability to track better.

Now the confusion is, if she ran out of data and it stopped her from using internet, that says there is a cap in place. Yet now, she's left facing a bill that is applied if she does NOT have a cap.

FINALLY, I ring after hearing this to ask questions about how the bolt-ons work and what happens if you reach your data limit, and the young lady then told me that I now have a £30 cap on my account to prevent me from over-spending.

Yet I had specifically asked for a £0 cap limit from day 1, and hadn't changed it even after the call in November as I didn't want to give them another penny.

When I asked her when this was added, it was done automatically without my approval, and to make matters worse, I asked how much data you get for the £30 and it's 6.5p per megabyte, which equates to 461 megabytes for £30!

YET, they offer 1gb of data bolt-on for £8-£9!

I've requested the recordings of all of my calls and my partner is now challenging her situation too.

These guys are failing to take ownership of errors of theirs, as well as failing to actually communicate with their customers if caps have been added/increased AND what that cap actually gives you (an absolute rip off!)

If anyone else has plan.com I would check if you have been automatically given the cap as it was applied from 1st June 2025.

PHK

Isn't Plan.com a business communications provider, not a mobile phone operator? 

i.e. they managed communications and internet for your business which might include mobiles. 

Frozen_up_north

Plan.com don’t appear to add value… just a big profit for themselves. Before retiring the organisation I worked for dealt directly with mobile phone companies and had excellent rates and easy contact with contracts/sales and also with their network operations people too.

We occasionally had sales reps from companies trying to sell various forms of “managed” services, their figures were crazy as was the small print in their paperwork. By and large we were successful in keeping them away 😂

tcolwill89

PHK said:

Isn't Plan.com a business communications provider, not a mobile phone operator? 

i.e. they managed communications and internet for your business which might include mobiles. 

They provide the service yes, but are failing to provide a basic consistent service based on communications if/when they change parameters on my contract as well as failing to provide an up to date data widget which then caused me to go 10 days without mobile data, affecting my work remotely

d123

tcolwill89 said:

PHK said:

Isn't Plan.com a business communications provider, not a mobile phone operator? 

i.e. they managed communications and internet for your business which might include mobiles. 

They provide the service yes, but are failing to provide a basic consistent service based on communications if/when they change parameters on my contract as well as failing to provide an up to date data widget which then caused me to go 10 days without mobile data, affecting my work remotely

Do their contract terms guarantee that they will supply you with a widget?

There are no consumer rights in a b2b contract.