I think I've been charged twice

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.

 

If you've signed up to a new package or service part way through your billing period, your bill may be higher than you expect.

But don't worry; you won't be charged twice. We charge in advance for our package and services so you'll see charges for both the old and new on the bill, 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.

This can also happen when we change the name or price of products. You should see that you've been refunded for the old product, and then charged the same price for the new product name.

 

Mr. Smith has Broadband and Calls on a monthly bill. On 19 June he calls BT to change his package.

When Mr. Smith's next bill is produced on 14 July, he can see the changes to his rental charges. You can see from the highlighted area on the bill pictured below that Mr. Smith has been refunded the charges he's paid in advance for his package.

This refund is from the time Mr. Smith changed the package (19 June) until the end of the previous billing period (13 July). This shows as a minus figure.

Shows a credit for rental paid in advance in the what has changed since your last bill section

On the same bill, Mr. Smith is charged for that same period of time for his new package - highlighted below.

Shows a charge for rental in the what has changed since your last bill section

Mr. Smith is also charged the standard advance charges for his new package for the period of the new bill (14 July to 13 August).

Shows the advance rental charges for the next billing period in the your regular charges section

So although there are two package charges on the same bill, one is for the previous period when a change was made.

Mr. Smith has Broadband and Calls on a monthly bill. On 19 June he calls BT to change his package.

When Mr. Smith's next bill is produced on 14 July, he can see the changes to his rental charges. You can see from the highlighted area on the bill pictured below that Mr. Smith has been refunded the charges he's paid in advance for his package.

This refund is from the time Mr. Smith changed the package (19 June) until the end of the previous billing period (13 July). This shows as a minus figure.

Shows a credit for rental paid in advance in the what has changed since your last bill section

On the same bill, Mr. Smith is charged for that same period of time for his new package - highlighted below.

Shows a charge for rental in the what has changed since your last bill section

Mr. Smith is also charged the standard advance charges for his new package for the period of the new bill (14 July to 13 August).

Shows the advance rental charges for the next billing period in the your regular charges section

So although there are two package charges on the same bill, one is for the previous period when a change was made.

Mr. Smith has Broadband and Calls. On 23 August he calls BT to change his package.

When Mr. Smith's next bill is produced on 7 October, he can see the changes to his rental charges. You can see from the highlighted area on the bill pictured below that Mr. Smith has been refunded the charges he's paid in advance for his package.

This refund is from the time Mr. Smith changed the package (23 August) until the end of the previous billing period (6 October). This shows as a minus figure.

Refund on the bill after changing package

On the same bill, Mr. Smith is charged for that same period of time for his new package - highlighted below.

Charges on the bill after changing package

Mr. Smith is also charged the standard advance charges for his new package for the period of the new bill (7 October to the 6 January).

Advance rental on the bill

So although there are two package charges on the same bill, one is for the previous period when a change was made.

 

More information

I don't understand the 'advanced rental' on my bill >

Understand rental and other basic charges >

BT Line Rental Saver discount >

 

Need help understanding your bill? Our step-by-step Bill Explainer answers all the common queries we receive:

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