If there is an unfamiliar charge on your invoice and you are not sure what it is for, please check our Price List for guidance on what this may relate to.
You can view a breakdown of your invoice on My Account.
Out of Bundle Charges
Your bill may show charges for out of bundle usage. For line services, these may be calls that are not included in your plan, for example to non-geographical numbers.
Alternatively, you may have gone outside of your agreed allowance of minutes.
For mobile customers, the charges could be for calls, texts, MMS messages, data usage, or roaming charges.
For further details on out of bundle charges, you can analyse your bill on My Account to determine where the charges have originated.
Engineer Charges
There may be a charge on your invoice if we have sent out an engineer to fix a fault or make an improvement.
Examples of chargeable engineer visits include but aren't limited to:
The engineer could not locate a fault with your services
The engineer found a fault within your premises or with your equipment
Our minimum call out charges are (excluding VAT):
Openreach - £175.00 for the first hour, and then £90 per additional hour or part hour
Broadband/TTB Line/Special Faults Investigation - £220.00, this may vary depending on the extent of the work carried out.
Additionally, you may have been charged £125.00 excluding VAT if an engineer was not able to gain access to the property during the appointment.
Installation Charges
If you have noticed an installation or connection charge on your recent bill, you may be wondering what it means and where it came from.
Firstly, it's important to know that these charges are related to a recent order you made. Our suppliers sometimes experience delays in updating these charges, so they may not necessarily be for the most recent order you made.
If you haven't checked already, we highly recommend taking a look at your recent contract. This will provide details on any installation or connection charges that may have been agreed upon beforehand.
However, if you are still unsure about where the charge on your bill came from or believe that you should not have been charged for it, please don't hesitate to reach out to our Live Chat Customer Support team during our operating hours (Monday - Friday, 9am - 4:30pm excluding bank holidays). They will be more than happy to assist you with any further inquiries or clarifications.
Direct Debit Related Fees
If you choose to pay your bills through a method other than Direct Debit, such as via card payment, you will see a monthly charge for this on your invoice. If you cancel your Direct Debit with us, you may see a one-off charge on your invoice for doing so.