I don't understand charges on my BT bill

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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? We all like to know exactly what we've been charged for.

Why not try our step-by-step Bill Explainer which answers all the common queries we receive:

Bill Explainer

There can be up to three types of charges on your BT bill:

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

Examples of one-off charges, or account charges, include charges for engineer visits, late payment, or new equipment you’ve bought, such as a BT Hub.

Some one-off charges explained >

BT Sport credit and donations

Read more about BT Sport credit and NHS donations and your bill, including how credit shows on your bill and what to do if there's a problem. 

2. '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 package rental. They're charged in advance and start the day your bill is produced. For example, if you pay your bill quarterly, your bill on 1 August will include rental charges for 1 August to 31 October.

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

 

Discount showing on the new bill under the How we worked out your bill section

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

Discount showing on the new bill under the How we worked out your bill section

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

If you've signed up to a new product part way through your billing period, you'll see:

  • A charge from the date the new service was started until the date of your last bill
  • Advance charges for the next three months, or one month, depending on how you pay your bill

You can see more information about the way these type of charges will show on your bill here >

Understand rental and other basic charges >

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

These are charges for any additional usage, (such as calls made or On Demand TV watched), outside of what's included in your line rental, broadband or TV package. These charges are added to your bill afterwards. For example, if you pay your bill quarterly, your bill on 1 August will include any usage charges from 1 May to 31 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

Need more help? Visit the BT Community, where our customers share their expertise and advice. Browse the forums or log-in to ask a question.

Get support from the BT community >



 

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

Not the price you expected?

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

  • When you ordered your service from BT we might have told you how much you'll pay each month. But don’t forget that if you're quarterly billed, you'll see three months’ worth of charges.
  • 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 >
  • 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.
  • If you're on the Monthly Payment Plan, your monthly payments may have been reviewed and automatically adjusted because they weren’t quite covering what you were using, or you were paying too much

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

Why has my Monthly Payment Plan increased? >

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