Additional Call Charges

[#1]

I recently signed up to a new contract - Unlimited UK & Mobile. My latest bill shows "Additional Call Charges" off £17.50 which relates to a call to a landline on 31.12.22 at a cost of £17.50 (2hrs 41mins). All other calls were under 60mins and not charged. On the same day I had an email from Plusnet Support about credit threshold reminder. I had not previously heard about credit threshold and it was not mentioned to me when I signed up (by phone). Email states I have a credit threshold of £75.00, credit used is £17.50 and credit remaining is £57.50.  Sorry if I'm being a bit naive here but I'm confused . Should I have put the phone down before 60mins and called back to avoid this charge? At no time was I put through to Customer Services as suggested in the email. I have read other posts on this subject but remain confused and don't really understand what's going on here.  

[#2]

Should I have put the phone down before 60mins and called back to avoid this charge?

Yes, calls become chargeable over 60 mins per call. See the tariff guide here https://www.plus.net/help/legal/residential-phone-tariffs/ . A normal landline is charged at 17.15p/min over the 60 so your charge would be 101 mins at 17.15p. Allow for any rounding to the nearest minute that will be the £17.50.

[#3]

Many thanks for your reply. Will call back before 60mins in future.

Roger.

[#4]

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@D1026 wrote:

At no time was I put through to Customer Services as suggested in the email. I have read other posts on this subject but remain confused and don't really understand what's going on here.  

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That happens after the monthly credit limit is fully utilised.

Broadband and line rental are billed in advance and phone call charges are billed in arears.  There is a credit limit on all accounts for call charges, so as to limit the level of arears which might be built up ... out of events such as your own.

A one-hour kitchen timer set to 55 minutes works a treat!

[#5]

Thank you for your reply.

Roger.