If your bill seems higher than expected, it might be because we've added some one-off charges.
One-off charges could include:
- Connection charge - £140 including VAT. 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 checked your property and told you about the charge before completing your order
- New products. If you've ordered new products such as a BT Hub or YouView+ box since your last bill, then charges for these will be on this bill. We told you about the cost of your products when you placed the order
- Late payment charge - £7.50 (not subject to VAT). You have to pay the late payment charge of £7.50 if we don't receive your full payment within five days of the date we send a red reminder bill.
- Outgoing calls barred charge - £12 including VAT. We charge this after we lift outgoing call barring from a line. We only charge this if you didn't pay your bill by the date it was due
- Temporary out of service charge - £18 including VAT. We charge this after we restore service to a line that was temporarily barred. We only charge this if you didn't pay your bill by the date it was due
- Reconnection charge - £36 including VAT. We charge this when a line has been cut off completely and a new order has been placed. We only charge this if you didn't pay your bill by the date it was due
- Engineer Visit Charge - £130 including VAT. We charge this if an engineer calls out to your property to complete work. For example, moving your main socket to another location within the same building
- Engineer Home Improvement Service charge - £85 including VAT. Before booking a faults engineer, we let you know that sometimes we have to charge, for example, if the problem is with your home wiring or your equipment has been damaged by a pet or some building work
Another reason your bill may be higher than expected is that 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 whether you've chosen to pay monthly or quarterly.
You can spread the cost of your bills over the year by setting up a Monthly Payment Plan. This means paying a set amount each month by Direct Debit on the day you choose.
Need help understanding your bill? Our step-by-step Bill Explainer answers all the common queries we receive: