HELP & ADVICE
UNDERSTANDING YOUR BILL
Making sense of one-ff and recurring charges on your bill, plus common questions answered
We get lots of calls from customers seeking to understand their bill - as it can be confusing, especially when you get connected for the first time - so we've brought together answers to the most common queries here. It'll help to have a copy of your bill with you while you read this.
- The first bill you receive from us
- Subsequent bills.
- Your final bill from us.
1. The first bill you receive from us
A lot of people wonder why their first bill is higher than they expected it to be, there are a few key reasons for this. Like most providers, we bill you a month in advance for your broadband. Also, there can be up to a month's usage before you're billed (depending on when you had the service installed, and the billing date).
This means there can be up to 2 month's worth of broadband charges in your first bill. In addition, your first bill will contain any one-off charges (like installation fee), and charges for telephony or other services that are billed after usage. We've put together a bill explainer (PDF, 4.1MB) and a video for you below, to address this in more detail.
2. Subsequent bills
Some common items that may appear on your bill, explained:
- TV or HSI charges: This is a summary of your broadband or TV charges for the month (in advance).
- Telephony charges: Here's the total call charges for the month to date, a detailed summary of which can be found on the following pages.
- Line rental charges: These are included in your monthly broadband summary, and are billed in advance.
- Feature charges: These are charges for extras like call forwarding and voicemail, billed in advance.
- Discounts: Any discounts applied to your bill will appear here.
- Adjustments: This is where you'll see amended charges, in the event you've experienced a problem with our services.
3. Your final bill from us
If you decide to disconnect a service or your service otherwise ends, we'll credit the rental charged on your previous bill, provided you've met the minimum contract period. Should you wish to cancel a service prior to the minimum contract period, you'll be liable to pay an early disconnection charge. We'll add this to your final bill.