This article explains the different types of charges you may see on your bOnline bill and common reasons why your bill may change from one month to the next.
Rental charges
Rental charges cover any recurring services on your account, such as line rental and broadband. This section also includes any add-ons such as call packages.
Each broadband line is billed separately on a per-line basis.
Other charges
This section covers one-off and recurring charges that fall outside your base package.
Monthly charges:
bOnline Total Care
Call Divert
Barring
Care Level
One-off charges:
New line or restart fees
Broadband activation
Router fees
Engineer charges
Ad hoc charges
Ad hoc charges are one-off exceptions that fall outside the regular billing process. Examples include a one-off charge for an engineer survey or an annual fee for a Phonebook entry.
Usage charges
This section shows a breakdown of calls made during the invoice period, including call duration and destination. Calls covered by your call package show as 0.00. Any calls outside your package are charged at the standard rate.
Why your bill may be different from last month
If your bill is higher than expected, it may be due to one of the following:
Price increase: bOnline may adjust prices periodically in response to rising supplier costs. In-contract customers are notified via their billing invoice email. See Understanding bOnline price increases.
Calls outside your package: any calls not covered by your call plan are charged at the standard rate and appear under Usage charges.
Add-ons or new services: if an add-on was activated on your account (such as Total Care, Call Divert, or a CRM integration), the charge appears under Other charges.
One-off charges: items such as engineer visits, router fees, or activation charges may appear on a single bill.
Additional users or seats added mid-cycle: if a new user was added to your account part-way through a billing period, a pro-rata charge will appear on your next invoice. This covers the days from when that user went live to the end of the current billing cycle. From the following month, you will see the regular monthly charge for all active users with no additional pro-rata fee. Note: pro-rata charges on your very first bill are different — see Why is my first bOnline bill higher than expected?
Promotional rates ending: If a promotional rate for additional users or numbers has ended, charges will revert to the standard rate, which may result in a higher bill.
If you do not recognise a charge on your bill, contact the bOnline support team for a breakdown.
Website charges
If you have a website with bOnline, you will receive a separate invoice for your website fees and payment options.