topic Re: Changing the spend cap limit on a home broadband plan in Broadband

Changing the spend cap limit on a home broadband plan

steamy1 — Wed, 13 Aug 2025 15:12:42 GMT

I have been trying to change the spend cap on my home broadband contract. I go to the "plan" tab, drop down to "spend cap" and press the "edit" key. Then roll down the limit to zero (or any other number).

The message then tells me that it has been changed and I will receive a text. However, no text turns up (on my broadband router or on my nominated contact phone number). If I go back in and check the spend limit it still shows £100 K. Thinking it was my stupidity I got my partner to do it (far more tech savvy than me) but with the same result.

I phoned up the help line (India) and they told me it was not possible on a home broadband account and gave me a lecture on cyber security. I called in our local 3 shop who said they would do it; a few clicks later they said they had done it. However, on checking back home the spend limit still shows £100 K.

This is really worrying me as I have been conned before by multiple premium texts that I know I never asked for. So I need that zero cap.

Any help gratefully received.

Re: Changing the spend cap limit on a home broadband plan

JonathanB — Fri, 15 Aug 2025 11:21:35 GMT

Hi @steamy1,

I'm sorry to hear about your experience with attempting to update the spend cap. I've passed your feedback onto our online teams. We'll let you know when we have an update.

Thanks,
Jonathan

Re: Changing the spend cap limit on a home broadband plan

JonathanB — Wed, 20 Aug 2025 09:55:07 GMT

Hi @steamy1,

It does look like there's a technical fault here, from our understanding you should indeed be able to set a cap on Broadband accounts, so this has been passed on for further investigation.

Thanks,
Jonathan