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I thought I'd already paid the bill I've just received?

There are occasions when you might get a bill you think you've already paid. Below are the likely reasons for this.It can take four working days for a red reminder to reach you. So if you paid your bill within this time we'll have processed your payment, and you can ignore the red reminder. If you've paid the full amount you owed in time, you won't be charged a late payment fee or have your service restricted.


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.


 

There are occasions when you might get a bill you think you've already paid. Below are the likely reasons for this.

I've received a Red Reminder for a bill that I've already paid

It can take four working days for a red reminder to reach you. So if you paid your bill within this time we'll have processed your payment, and you can ignore the red reminder. If you've paid the full amount you owed in time, you won't be charged a late payment fee or have your service restricted.

You can check we've received your payment online at www.btcom.ll-digital-sandbx1.bt.com/payments >

I've been sent another bill close to my last bill with new charges

You'll normally get a bill as part of a regular cycle, once a month or every three months. Occasionally however, we may send you an extra bill that you'll have to pay separately. For example, you might get an extra bill if you've:

  • Bought some equipment from us
  • Made a large number of calls in a short space of time
  • Cancelled your Direct Debit
  • Signed up to a new product such as broadband or BT TV
  • Recently moved home

Every bill you receive will show the date that it needs to be paid by.

If you've received two bills close together, it's possible that your first bill has been 'brought forward' on to your second bill. This means you'll be able to see the amount from your first bill in the 'brought forward' (old bill) or 'Overdue from previous bill' (new bill) section of your second bill.

'Overdue from previous bill' on new style bills look like this:

 

Overdue amount from previous bill

If you've already paid this brought forward amount, you only need to pay the new charges on the second bill. So that's the amount of the second bill with the charges from your first bill taken off.

You can easily see how much you owe online at My BT >

 

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