- QWhat charges will I see on my bill?
- A
We know you’re busy, so we keep your bill as clear as possible.
Here’s what you’ll see:
Telephone call charges
The cost of all the calls you’ve made since your last bill.
We’ll attach these to your bill on separate pages and list them any
way you like. Tell us how you’d like the charges laid out and we’ll
do it for you. Here are some examples:
Calls by value
We’ll show the number of calls you make over a certain value.
Let’s say you want to see all your calls that cost over 50 pence.
We’ll itemise them so you can see at a glance where the money’s
being spent.
Line rental charges
We show these on your bill in advance, so you always know where
you stand. To make it even clearer, we also show the rental period
on your bill. You’ll find it just to the left of the line rental
charge. Subscribe to any of our other products - like standard
Business Exchange Lines or DASS – and we’ll show those rental
charges on separate lines too.
Feature charges
These are charges for features like voicemail or call forward.
Again, we’ll bill you in advance and show the period you’re paying
for to the left of the charge description, that way your charges
are always clear.
Part-period charges
Your bill will sometimes show charges for part of a rental
period. Some of these part-period items could be credits in your
favour. That can happen if, for example, you decide to remove or
disconnect a service. We’ll credit back the rental already charged
on your previous bill. Similarly, if you connect to an additional
service, you only pay from the date it started. Either way, it’s
all clearly set out on your bill.
To help your accounts team, we also show all charges without
VAT. The VAT calculation and gross charge are shown separately to
make everything as open as possible.
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- QI’ve just received my first bill. Why have you charged me twice for my phone line or internet service?
- A
Your services are billed one month in
advance. That’s why the dates next to the services on this first
bill span two months. From next month onwards, you’ll only be
charged for one month - unless you add any more services in the
meantime.
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- QHow do I check a charge on my bill?
- A
Just Email
us with your account number, contact details and details of the
charge you’re checking and we’ll sort it out with you by phone or
email, whichever you prefer. If we’ve got it wrong, we’ll put it
right.
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- Q
- A
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- QI’ve paid. So how come my bill still shows a balance brought forward?
- A
If you paid just before the date on
your latest bill, we may have received payment after the bill was
prepared. When that happens, it automatically shows up on your next
bill. Sorry about that. We can stop it happening again by helping
you set up a Direct Debit. Just get in touch and we’ll get the
Direct Debit working so your bill always shows the most recent
payments.
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- QWhat’s the balance of my account?
- A
You’ll find the balance on your most
recent bill. Our Bill Explainer will
show you exactly where. Or you could email us. Just
type ‘account balance’ in the subject header, give us the relevant
account number and we’ll send you details of any outstanding
invoices.
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- QHow do I get a copy of my bill?
- A
We’d be happy to send you a copy of
your bill. Email us the full account number and date of the bill
you need (If you don’t know the date, just the month and the amount
will do). Please include your telephone number, just in case we
need to get in touch. We try to post out copy bills within three
working days.
There’s no extra charge for this service unless you’re making the
third request (or more) for the same bill, or the bill is over
three months old.
The charges are customers on a
Telewest contract are as follows:
Copy Bill with one page itemisation
summary - £10.00 ex vat
Copy Bill with full paper call log - £35.00 ex vat
The charges are customers on a ntl
contract are as follows:
Copy bills will be issued, by post,
within three working days.
Copy Bill with one page itemisation summary - £5.00 ex vat
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- QHow do I change my billing address?
- A
One email will take care of
that. It’s important that we get all the details right, so
please make sure we have your full name, company position,
telephone number and new address including postcode. We’ll
call you to double-check everything and then make the
change.
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- QHow do I stop reminders from being sent?
- A
If you don’t pay your
invoice within 30 days, it’s the job of our collections department
to send you a reminder. It’s the first stage in a process that can
end up in disconnecting the services we provide for you if we’re
not able to collect payment – not good for either of us. Direct
Debit payments can make things so much easier by making sure that
bills are paid on time, every time avoiding the need for
reminders.
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- QI want to cancel my account, who do I contact?
- A
We’re sorry to see you go,
but if you do decide to cancel we’ll naturally give you all the
help we can. Just call 0800 052 0800 and we’ll make
the change quickly and efficiently for you. We will also be
delighted to welcome you back should you change your mind in
future.
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- QI want to change responsibility. How long does it take?
- A
Once we’ve received any necessary credit check results, we aim to
complete Change of Responsibility requests within 20 days of
receiving your signed contract.
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- QI’ve taken over an existing line or service. How do I change the contract into my name?
- A
A call to the Account
Manager is all it takes. If you need their details or want to
check whether the service has an Account Manager, please ring our
Customer Services team on 0800 052 0800 and they’ll be happy to
help. Just give them the existing account holder’s details
and the account number (It helps to give them the telephone numbers
and services you want to take over, too.)
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- QMy business is moving. Can I take my existing services with me?
- A
As long as your new office
or building is within reach of our network, it shouldn’t be a
problem. Call the Customer Services team on 0800 052
0800
and they’ll check for you.
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- QCan my bills be sent to a different address?
- A
Of course. Simply
email us your new account details and tell us where you’d like them
sent.
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- QI can’t make head nor tail of my bill.
- A
Click here to download our
special Bill Explainer. It
may not look exactly like your bill, but it’ll help you understand
it a lot better.
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- QDummy question
- A
There are a number of
charges that will be presented on your ntl:Telewest Business bill.
On a telephony bill you will see:
Telephone call charges
The cost of your calls
made in the time period since your last bill. These calls are
listed in detail on the call itemisation pages attached to your
bill. If you feel that your call itemisation level does not meet
your requirements in any way we can make changes for you. Please
email us to request the level of itemisation you require. We can
provide:
No itemisation
Itemisation of any calls
over a certain value that you specify e.g. all calls over 50
pence.
Full itemisation of every
call made, irrespective of cost.
Line rental charges
This charge refers to your
monthly recurring cost for the service provided and is billed in
advance. The rental period being billed is shown on the bill, to
the left-hand side of the line rental charge itself. If you
subscribe to different types of ntl:Telewest products, such as
standard Business Exchange Lines and DASS for example, the rental
charges for each type of service will be billed on separate lines
for clarity.
Feature charges
This refers to the recurring
cost of the feature provided, such as Voicemail or Call Forward. As
with rental charges, these are billed in advance and the period
being billed is shown to the left-hand side of the charge
description.
Part-period charges
Sometimes, your bill will
show part-period rental charges and sometimes these part-period
charges may actually be credits in your favour. If you have removed
or disconnected a service, we will credit back the rental already
charged on your previous bill. Alternatively, if you have a new
installation we charge you for the rental from the date of the
installation.
All charges are presented
exclusive of VAT with the VAT calculation and gross charge then
shown separately.
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