There are three types of charges on your bill:
- ‘Your regular charges’ - the fixed monthly cost of your line rental, broadband or TV package (or quarterly cost, if you are billed every three months)
- ‘Account charges’ – these are one-off charges such as equipment, late payments fees and engineer visits
- ‘What you’ve used’ - usage outside your package, for example On Demand TV or calls to certain numbers
Your bill is higher than expected
Your bill might be higher if:
- still owe from a previous bill - the unpaid amount will add to your next bill
- you're making more calls or using data outside your plan (these are listed under 'Your additonal charges')
- this is your first bill after joining BT or adding a service
Your first bill after joining BT or adding a service
Your first bill includes charges for:
- Your fixed package charge for the month ahead (or next 3 months, if you get your bill quarterly) – these appear on your bill under ‘Your regular charges’
- a pro-rated charge for the time in between your first day of the service and your first bill - these appear on your bill under ‘Your regular charges’
You’re charged for your usage – for example phone calls or BT TV On Demand - after you’ve used them.
Discounts or special offers
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 Charges' section (old bill), or in the 'Your regular charges' section (new bill). For some products the discount will be part of the price, so this will be shown as a reduced charge (for example, if your price was £3.00 with a 10% discount, it may be shown as £2.70). For other products the discount is calculated as a standalone charge (but with a minus “-“). In this case you'll see the full charge for your subscription and a credit (minus charge), which may be in another section of your bill.
You have been charged twice
You might see two charges for the same product if:
- you've cancelled one package and added another package
- we've changed the name or price of a product
Don't worry - you won't be charged twice. The charge will be refunded on the same bill.
You’ve been charged for a service you haven’t used yet
You might see a charge for a service you haven’t used yet, for example your first bill after joining BT or after you add or remove a service.
This is because we charge for services in advance.
There is a charge for a service you have cancelled
Your bill will have a charge for both your new and old services, even though your old package or service has been cancelled.
You'll be refunded what you paid in advance for your old package or service on the same bill that shows the advance charges for your new one.
You don’t understand the charges in the ‘Account charges’ section
Read common one-off charges, what they’re for and how much they cost.
How charges appear on your bill
1. Your regular charges
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2. Account charges
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3. What you’ve used
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Your first bill
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