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.
Use the examples below to understand each part of your bOnline invoice.
Your VoIP invoice
Date of bill and billing period: when the invoice was issued and the last day it covers.
Invoice number: quote this if you contact us about a charge.
Account number: your bOnline account number.
Company details: your business name, site and account reference.
Your services, add-ons and dates: your monthly charges, billed in advance for the dates shown.
Cost of each item and total: minus amounts are credits or discounts, already taken off the total.
30-day free trial credit: cancels out the add-on charge above it, so the add-on is free during the trial.
Discount: shown as a minus amount, for example Discount - £3.
Service reference: shows which service or user each charge belongs to.
Details of your phone calls: every call made from your number. Calls in your plan show as £0.000.
Your call statistics: a summary of call time and call spend for that number.
Your VoIP and broadband bundle invoice
Numbers 1 to 6 are the same as the VoIP invoice above.
7. VoIP bundle: your phone service as part of a bundle.
8. Bundle discount: your discount for bundling, shown as a minus amount, for example Discount - £10.
9. Full Fibre broadband: FTTP-115 is Full Fibre broadband with speeds up to 115Mbps.
10. Other charges: extras outside your main package, such as your broadband Care Level.
11. Other charges total: added to your rental charges.
Free trials and discounts
30-day free trials: AI Receptionist, Advanced Call Flow, Automatic call recording and CRM Integration (Embedded) come with a 30-day free trial. The add-on shows at its normal price with a matching Free Trial minus line, so you pay nothing. When the trial ends, the add-on is charged at its normal price.
Discounts: a discount shows as its own Discount line with a minus amount, against your VoIP or broadband service. Your total already includes it. If a discount ends, your bill goes up by that amount.
Other and one-off charges
Monthly extras: bOnline Total Care, Call Divert, Barring, Care Level and Fraud Protection.
One-off charges: new line or restart fees, broadband activation, router fees and engineer visits.
Website: if you have a website with bOnline, it is billed on a separate invoice.
Why your bill may have changed
A 30-day free trial or a discount has ended.
Calls outside your plan (charged at the standard rate).
A new add-on, service or user was added. New users added mid-month show a one-off pro-rata charge.
A one-off charge, such as an engineer visit or router fee.
A price increase. See Understanding bOnline price increases.
Not sure about a charge? Contact the bOnline support team and we will explain it.