I don't understand charges on my Monthly Payment Plan bill


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.


 

Need help understanding your bill?

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

 

There are several sections on your Monthly Payment Plan bill:

'From your previous bill' (old bill) or 'Account balance' (new bill)

This section calculates how much money you have in your plan to cover the quarter’s charges. These are shown further down in the 'Rental and other other charges' and 'What you used' sections of the bill.

How we worked out your bill (amount carried over)

How we worked out your bill (amount paid

How we worked out your bill (total credit or debit)

Why has my Monthly Payment Plan increased >

This section calculates how much money you have in your plan.

Your previous balance amount for an MPP customer on the BT bill

Your payments amount for an MPP customer on the BT bill

Your payment schedule for an MPP customer on the BT bill

Balance after your payments amount for an MPP customer on the BT bill

New bill charges amount for an MPP customer on the BT bill

Account balance amount for an MPP customer on the BT bill

Why has my Monthly Payment Plan increased >

 

'One-off charges' (both) or 'Account charges' (new bill)

One-off charges are added for different reasons. Examples include charges for engineer visits, late payment or new equipment you’ve bought, such as a BT Hub.

Some one-off charges explained >

 

'Rental and other charges' (old bill) or 'Your regular charges' (new bill)

These are charges which you pay at a fixed amount each month or quarter, usually for your line rental or broadband package.

'Your regular charges' on new style online bills look like this:

Regular charges for Broadband and Calls on a BT bill

They're applied in advance and start the day your bill is produced. For example, if you pay your bill quarterly, your bill on 25 May will include line rental and broadband package charges for 25 May to 24 August.

'Your regular charges' on new style paper bills look like this:

If this is your first bill, you'll also see charges from the date your service started to the date of your first bill.

'What you used' (old bill) or 'What you've used' (new bill)

These are charges for any additional usage, (such as calls you’ve made or On Demand TV you’ve watched), outside of what's included in your line rental, broadband, TV or mobile package. These charges are applied to your bill after you’ve made those additional calls, or watched the content. For example, if you pay your bill monthly, your bill on 14 June will include any usage charges from 14 June to 13 July.

'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

How do I find out what's included in my BT calling plan? >

 

Not the price you expected?

There are lots of reasons why your bill may be a little different to what you were expecting:

  • Your monthly payments may have been reviewed and automatically adjusted, either because they weren’t quite covering what you were using, or because you were paying too much.

Why has my Monthly Payment Plan increased? >

  • 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'll include a charge from the date the new service was started until the date of your last bill, as well as advance charges for the next three months. For more information, take a look at I think I’ve been charged twice >
  • You may have incurred some one-off charges. For more information, take a look at Some one-off charges explained >
  • If you're expecting to see a special offer or a discounted price on your bill, you'll see these in the 'Line rental and other charges' (old bill) or 'Your regular charges' (new bill) section. 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.

What is a Monthly Payment Plan? >

 

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