I haven't been charged the price I was told I would be


We're redesigning our bills to make them simpler and easier for you to understand. Some customers are already receiving the new style bill, and so we've included information below on both.

All customers should be receiving our new style bill by the end of 2019.


Need help understanding your bill? We all like to know exactly what we've been charged for. Our step-by-step Bill Explainer answers all the common queries we receive:

 

We charge for our services in advance. This means that your bill includes charges for either the next month, or next three months - depending on how you pay it. You'll see these in the 'Rental and other charges' (old bill) or 'Your regular charges' (new bill) section.

Charges start from the day the bill was produced. So if you get a monthly bill produced on the 20th of the month, you'll see a charge for the 20th of the month to the 19th of next month.

If this is your first bill, you'll also see charges from the date your service started to the date of your first bill.

If you've signed up to a new product part way through your billing period, your bill may be higher than you expect. This is because it will include a charge from the date the new service was started until the date of your last bill, as well as in advance for the next month, or three months.

You'll see any call usage and BT TV On Demand charges on the bill after you've used them. These would be in the 'What you used' section (old bill) or 'What you've used' section (new bill), as shown below.

'What you've used' charges on new style online bills look like this:

What you have used section showing under the How we worked out your bill section

'What you've used' charges on new style paper bills look like this:

What you have used section showing under the How we worked out your bill section

Not the price you were told it would be?

Some examples of why you might see a different price are:

1. You receive a quarterly bill, not a monthly bill

When you ordered your service from us, we might have told you how much it would cost you each month. But don’t forget that if you're a customer who receives a quarterly bill, you'll see three months’ worth of charges, not just one month.

2. Special offers or discounts

If you're expecting to see a special offer or a discounted price on your bill, you'll see these in the 'Rental and other basic charges' section (old bill) or 'Your regular charges' section (new bill), as shown below.

A discount under 'Your regular charges' on new style online bills look like this:

A discount under 'Your regular charges' on new style paper bills look like this:

Discount showing on the new bill under the How we worked out your bill section

If you recently took advantage of a broadband offer where the price is discounted for the first few months, the refund for those first few months will have been added to your first bill as a credit. The credit will have covered all of the months when you had your discount. Your future bills will only include the usual advance charges (including any standard rental and call charges), unless you have changed your broadband package.

 

Prices changed?

We do change our prices occasionally. For more information, see Price changes  >

 

Get a breakdown of your rental charges

When you signed up for a BT line you chose one of our calling plans. These include your line rental, which is charged for in advance.

You can view your bill online whenever you need to at www.btcom.ll-digital-sandbx1.bt.com/mybt >

To sign up you'll need to create a BT ID using your email address and account number, which you'll find at the top of your latest bill. If you haven't got a bill, we can send you your account number in the post.

If you've already registered to manage your account online, simply log in to www.btcom.ll-digital-sandbx1.bt.com/mybt with your BT ID.

 

More help

What BT calling plan am I on and how can I change to a new one? >

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