Back

Questions about my first BT bill

Just received your very first BT bill and have a question? Don't worry; you'll find all the information you need right here. Your first BT bill will show standard advance charges for your................


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.


 

Just received your very first BT bill and have a question? Don't worry; you'll find all the information you need right here.

Our step-by-step Bill Explainer answers all the common queries we receive:

 

Or why not have a look at our handy video?

Charges on the bill

Your first BT bill will show standard advance charges for your services, from the date of the current bill to the date of the next scheduled bill.

It may be higher than you expect because it will also include charges from the date your services were activated, up until the date of your first bill. However, your future bills will only include the usual standard advance rental charges and call charges, unless you've changed your package.

You can check your rental charges online at My BT >

You can also see your bills and view your BT package using our new My BT app.

Find out more about the My BT app >

Connecting a new BT line costs £140 including VAT if you only have a calling plan with BT. If you've signed up for a calls and broadband package, or a calls, broadband and TV package, there's no connection charge.

The charge will be shown on your first bill, so please check this carefully.

Your bill will also include rental charges for either the next month, or next three months - depending on how you pay it, as we charge for our services in advance. You can also check your connection charge and other charges online at My BT once you register.

The connection charge covers work an engineer has done to connect your line. You have to pay the charge whether an engineer had to visit your home or not, as they would have carried out some work elsewhere.

We'd have checked your property and told you about the charge before completing your order.

Examples of when you may have to pay the connection charge include:

  • Moving into a new development (despite telephone lines often being pre-fitted, we still need to carry out some work)
  • Taking over a line from cable
  • Where there's no suitable BT line available in your property
  • There's no dialling tone on an existing line
  • You've been disconnected for non-payment in the past

We charge for our services in advance. This means that your bill includes rental charges for either the next month, or next three months - depending on how you pay it.

You'll see any call usage and BT TV On Demand charges on the bill after you've used them.

It's easy to see your rental charges online at My BT >

All you need to do is create a BT ID at My BT using your email address and your account number. You'll find your account number 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 My BT with your BT ID >

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.

On 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:

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

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 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. You'll find your account number 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? >

Paying your bill

The best way to pay your bill is to set up a regular Direct Debit. Payments are automatically taken from your account each month, so it's convenient and secure.

Customers who don’t pay by Direct Debit will need to take Line Rental Plus; an enhanced version of line rental that offers additional features. For more information please visit www.btcom.ll-digital-sandbx1.bt.com/linerentalplus >

Pay online

If you want to pay now by debit or credit card, without setting up a Direct Debit, you can pay online using our quick link:

Make a payment online >

You'll need your account number or login details (if you want to log in to your account) to hand. Payments made online before 9pm will be processed on the same day. It's a secure, quick and easy way to pay your bill with a credit or debit card.

To find out how much you owe, you can log on to My BT to view your bill.

More about using My BT to view and pay your bills >

Pay by Direct Debit

To set up a Direct Debit, log on to My BT or call us on 0800 44 33 11.

You can pay BT by one of two types of Direct Debit:

1. Whole Bill Direct Debit

A Whole Bill Direct Debit lets you automatically pay your whole bill when it's due by Direct Debit. Your bill will include the date when we plan to take payment (which will be at least 8 days after the bill date).

2. Monthly Payment Plan

A Monthly Payment Plan lets you spread the cost of your quarterly bill by making fixed monthly payments by Direct Debit, based on an estimate. Each quarter we review your payments and if you’re paying more or less than you’ve used, we’ll let you know through your quarterly statement and automatically adjust your payments.

What is a Monthly Payment Plan? >

Pay using the My BT app

You can now pay your bill directly from our award-winning My BT app using your debit or credit card.

Find out more about the My BT app >

Over the phone

Pay your bill with a credit or debit card by calling 0800 44 33 11.

Please have your bill handy so you can check any details you'll need. We accept Maestro (Switch), Solo, Visa Delta, Visa Electron, Visa and Mastercard.

Pay by bank transfer

You may be able to pay your bill through a simple bank transfer from your current account, over the phone or online. We don't charge for this facility, but you should check with your bank or building society about any charges or terms and conditions that might apply.

You'll need to quote our bank account number (00375853) and sort code (20-00-00). You may also be asked for a reference number. Use your BT account number shown at the top of your bill, for example EA12345678.

Pay by cheque

Make your cheque payable to BT Payment Services Ltd; cross it A/C payee only and write your account number on the back. Send the cheque and completed payment slip to Telephone Payment Centre, Durham, DH98 1BT (or use the envelope provided). We don't accept post-dated cheques. Don't send cash by post.

Pay by cash

Use your BT Payment Card to pay your bill in full or make payments towards it, providing you pay the full balance by the date stated. You can pay at PayPoints in supermarkets, newsagents, stores or petrol stations displaying the yellow PayPoint sign. Alternatively, take your bill and barcoded payment slip to any PayPoint outlet. Please retain your receipts.

You can get a payment card by phoning us on 0800 800 150 from your home landline. You need to have your account number handy.

Late payment charges

Please pay your bill promptly as failure to do so could lead to a late payment charge of £7.50. Switching to Monthly Payment Plan or Whole Bill Direct Debit means there's no risk of getting a late payment charge.

There's no need to call us to let us know you have paid your bill.

You can easily change how you pay your bills online by logging in to My BT >

Check out all of the options available by visiting How can I pay my BT bill? >

Please note that we charge for our services in advance. This means that your bill will include rental charges for either the next month, or next three months, depending on how you pay it. You can also check your rental charges online at My BT >

At the top of your latest bill you'll see the bill date and bill reference.

  • If your bill reference starts with an 'M', you're on monthly billing, and receive a bill every month. This means you'll get your next bill a month from the date of your last one
  • If your bill reference starts with a 'Q', you're on quarterly billing, and receive a bill every three months. This means you'll get your next bill three months from the date of your last one

However, you may occasionally get extra bills outside of your regular billing cycle. This might be because you've signed up to new product for example, or changed the way you pay your bill.

It's worth noting that we charge for our services in advance. This means that your bill will include rental charges for either the next month, or next three months - depending on whether you pay quarterly or monthly. You can also check your rental charges online at My BT >

Making a change

If you pay your bill every month or quarter by Direct Debit, you can change the date of your payment online at My BT. The exception to this is BT Mobile customers, because your monthly allowances are based on a fixed period which can't be changed.

If you pay by Direct Debit

If you pay by Whole Bill Direct Debit, be aware that when you change your payment date your bill may look a bit more complicated than usual. This is because we'll also have to change the date when your bill is generated and adjust your charges to make sure you’re still paying the right amount.

For example, if you extend your payment date we'll have to charge you for the period between the end of your previous bill, and the start of the new one. This will result in an additional entry on your bill.

How do I set up a Direct Debit? >

If you already have a Monthly Payment Plan set up, you can change the date you pay to any time that suits you. You can do this online at My BT by logging in with your BT ID. You can only make two date changes a year.

Alternatively, phone us on 0800 44 33 11 with your account number ready and just follow the instructions. You need to give us seven days' notice to change your payment date.

Other payment methods

These payment methods have a payment due date stated on the bill. This date can't be amended.

You can choose what day you pay your bill if you set up a Monthly Payment Plan, a fixed monthly Direct Debit.

Set up a Monthly Payment Plan online now. Please have your bank details handy.

We charge for our services in advance. This means that your bill will include rental charges for either the next month, or next three months - depending on how you pay it. You can also check your rental charges online at My BT >

If you don't have a BT ID, create one at My BT. You'll need your email address and account number, which you'll find at the top of your latest bill.

Change of billing address

You can change the address we send your bills to online at My BT. It's easy!

  1. Log into My BT >
  2. Click Billing & Usage

  3. Scroll down to 'Quick links' at the bottom of the page and click on Change billing address

    Change billing address link in My BT

  4. Follow the instructions on the screens, then scroll down and click submit in the bottom right-hand corner

Change of name

To change your name, or change the telephone account into someone else's name, please call us on 0800 800 150.

Online billing with My BT makes it easy to see your latest bill and any previous ones. Copies of your bills are stored for 15 months, so they're always there to view, download or print whenever you need them. You just need to log in with your BT ID at www.btcom.ll-digital-sandbx1.bt.com/mybt >

It's the quickest and easiest way to get your BT bill.

If you've forgotten your BT ID username or password, take a look at I've forgotten my BT ID >

How do I change to online-only?

It's easy!

  1. Log in to My BT >
  2. Click Billing & Usage

     



  3. Scroll down to Quick links at the bottom of the page and click Change how you receive your bill

    Click Change how you receive your bill quick link

     



  4. Under the Choose how to receive your bill header, select the Online only option and then click the Save Changes button

    Select Online only option

     



I haven't got a BT ID or My BT account yet - how do I sign up?

 

  1. Create a BT ID. You’ll need your BT account number and contact email address to create a BT ID. You can find your account number on any bill or letter that we've sent you
  2. Choose online-only billing - you’ll be able to see your bill online within 48 hours of signing up. We’ll send you an email whenever your bill is ready. If you're new to BT, you won't see a bill online until we let you know it's been produced

Why go online-only?

 

  • Save money - paper bills are charged at a cost of £3
  • Get free 24/7 secure online access to your account
  • View your latest call usage, and your broadband usage since your last bill
  • Download and print your bill if you need to
  • Check which BT products you have
  • Set up your inclusive BT Extras

If you need a bit of help with your bill, take a look at I don't understand charges on my BT bill >

 

 

Don't forget!

You can manage your bill online at My BT and also using our new My BT app.

Find out more about the My BT app >

Thanks for your feedback

Please select one feedback option

Submit

Need more help?