If when your trying to make a call it does not work and you hear the message "not included in your tariff plan" this will either be due to attempting a call to a number which is not included in the base tariff or your handset formatting the number in the wrong way.
Formatting numbers correctly
For information on checking your numbers are formatted correctly please see our number formatting guide. We would also recommend disabling dial assist/assisted dialling so that your handset does not format numbers incorrectly when trying to make calls.
The default set up for our system is to allow calls to UK landline numbers (starting 01, 02, 03), to major (O2, Vodafone, EE and Three) mobile numbers (starting 07) and freephone numbers (0800, 0808). The reason this is set up as default is to prevent you from calling numbers which will incur additional charges and will be outside of the inclusive allowance on your plan.
If you need to be able to make calls to other UK numbers (such as 0845 or 07 non standard mobile numbers) which are not included in the base plans you can ask for calls to these numbers to be enabled by emailing firstname.lastname@example.org. Please be aware that by enabling calls to non inclusive numbers you would incur additional call charges and would not receive any notification that the call you are about to make is chargeable.
International dialling is also restricted by default due to the costs involved in calling these numbers, we can lift this restriction but this has to be approved by our accounts team.
If you need International dialling to be enabled on your account, please complete the form below and send this to email@example.com the relevant checks will then be performed before this restriction is lifted.