Billing - why is my first bill different than expected?
Your first bill is for the month ahead and will include: any one-time charges, your monthly charges in advance and any part-month charges from the month of installation.
Your first bill will be itemised, giving you a breakdown of all charges and the date the charges cover. You can also check your bill against your order confirmation to ensure everything adds up.
- One-time charges
This charge typically only applies at the start of your service and cover things like your installation set-up fee if applicable.
- Monthly Charges
This is the monthly cost for your broadband service and any additional services, such as TV, Calls or Security.
Like most utilities, we bill monthly in advance. This means that a bill you receive on the 5th of July, will cover service provided from the 5th of July to the 4th of August.
- Part month charges
Sometimes referred to as ‘pro-rata’ charges, this charge reflects the number of days you used our service from the date of your broadband activation until the date of your first bill.
If your services were installed on the 1st July and you were billed on the 5th July as a new customer, you will see a part month charge (in arrears) for 1st July to the 4th July, and a monthly charge (in advance) for 5th July to the 4th August. These charges will appear on the same bill, but with a clear breakdown separating them out.
