Understanding charge descriptions

We charge £7.95 for a paper bill. But you can turn this off at any point and use online billing for free instead.

By switching to online billing, you can download a copy of your invoice at any time from MyAccount.

Online billing also allows you to analyse your bill in more depth.

Leaving us before the end of the contract term

If you choose to leave us before your contract has ended, including if your contract has automatically rolled for a further 12 months, you may be subject to early termination fees (ETF).

These fees are calculated as the remaining rentals for your contract term. Essentially, you’ll be responsible for paying the remaining balance on your contract as if you had stayed until the end of the term.

Leaving us after your minimum contract term

If your contract has already ended, there may still be costs for leaving us before giving proper notice.

The applicable notice period is up to 90 days, depending on your services and the size of your business, during which time you may be responsible for any monthly charges.

You have the option to pay these charges as normal within your billing cycle, or you can pay them in a lump sum. Either way, the fees are based on your monthly charges.

You’ll have to pay data over-usage charges if you go outside of your agreed allowances

To prevent data usage charges, you can add alerts and bars on your MyAccount portal. To find out more about how to set up alerts, click here. Or find more information on bars here.

This will notify you when you’ve reached your usage limit and give you the option of stopping further data useage until your allowance resets itself.

We also suggest you turn off automatic updates for apps, as this could potentially use your data without you knowing.

In addition, if you’re an Apple iPhone user, we also suggest turning off WiFi Assist, as this will use your mobile data when you have a low WiFi signal and you may not be aware you’re using it.

Your bill may show charges for out-of-bundle usage. For line services, these may be calls that aren’t included in your plan, like non-geographical numbers.

Alternatively, you may have gone outside of your agreed allowance of minutes.

For mobile customers, the charges could be for calls, texts, MMS messages, data usage or roaming charges. For information on out-of-bundle rates, click here.

For further details on out of bundle charges, you can analyse your bill on MyAccount to determine where the charges have originated. For help on how to do this, click here.

Fraud Guardian was a free of charge service we offered to all our customers for two months throughout November and December 2017.

We wrote to you on 30 October 2017 with the benefits and pricing of the product and that it will become chargeable from 1 January 2018.

If we discover fraudulent calls have been made from your phone line, without your knowledge or permission, Fraud Guardian will cover the cost of these calls.

There may be a charge on your invoice if we’ve sent out an engineer to fix a fault or make an improvement.

Examples of chargeable engineer visits include but aren’t limited to:

• The engineer couldn’t fine a fault with your services
• The engineer found a fault within your premises or with your equipment

Our minimum call-out charges are (excluding VAT):

• Openreach: £175.00 for the first hour and then £90 per additional hour or part hour
• Broadband/TTB line/special faults investigation: £220.00 (this may vary depending on the extent of the work carried out)

You may also be charged £125 excluding VAT if an engineer can’t get access to the property during the appointment.

If you’ve noticed an installation or connection charge on your recent bill, you may be wondering what it means and where it came from.

Firstly, it’s important to know that these charges are related to a recent order you made. Our suppliers sometimes experience delays in updating these charges, so they may not necessarily be for the most recent order you made.

If you haven’t checked already, we recommend taking a look at your recent contract. This will give you details about any installation or connection charges.

If you’re still unsure about where the charge on your bill came from or believe that you shouldn’t have been charged, please don’t hesitate to get in touch with our Live Chat Customer Support team, Monday–Friday, 9am–4:30pm, excluding bank holidays. They’ll be more than happy to help you with any questions or clarifications.

If you pay your bills through a method other than direct debit, you’ll see a monthly charge for this on your invoice.

If you cancel your direct debit, you may see a one-off charge on your invoice for doing so.