I need help understanding my first bOnline bill

Sign in to MYbOnline to view your bill and see a personalised breakdown of costs and charges.

My first bill is higher than I was expecting.

When your bOnline services are installed/activated you’re assigned a billing cycle date in our system. If your service is installed or activated between billing dates, you will be assigned to the next closest billing date. There are four billing dates each month - the 1st, 8th, 15th and 22nd.

Your first bill will start on the day of installation/activation up to the next closest billing date, plus any usage or other charges/credits in that time. The first bill will also include your next month's service in advance. This is because we bill you for your service package in advance and any usage or other charges/credits in arrears.

Example: 

If your services are installed/activated on Sept 5th, your first bill will cover Sept 5th up to the next billing date, Sept 8th, as well as any usage charges or other charges/credits in that time, plus your next month's services in advance.

From your second month you’ll only be billed for a standard month in advance, plus any usage charges, other charges and credits.

Why do I have other charges?

When you first join bOnline, there are often other charges to take into account such as installation or activation fees. You would have been advised of any setup costs when you sign up and these costs will be added to your account. These charges are usually a one-off and will appear once.

Bill date:

Upfront at the top and centre is your bill date. This is the date your first bill was finalised, and the day we’ll bill you each month going forward.

Your bill date will be different from your installation date, as that is when the charges on this bill started.  You’ll see that date and all related charges in the ‘First month’s package’ section.

Amount due:

The total amount due is split between services. For example, if you have telco services with us this will be in two parts: rental and telephone charges etc.

The amount at the top of your bill is the total amount due this month. It includes all advance charges for the next period, plus any chargeable usage since your last bill.

Payment date:

If you’ve chosen to pay by Direct Debit, this is the date we’ll request payment from your bank or building society. If you’ve not opted to pay by Direct Debit, this is the date that your payment must reach us.

Bill timeline:

To help you understand how your package changes have affected your bill, we’ve included a timeline. The red bar is for your first month from installation, the purple bar is the month in advance for the services you’re about to receive. The blue bar and grey bars cover any additional costs due this month.

Payment detail:

As this is your first bill you’re unlikely to see anything carried from a previous bill.  However, if you’ve made an upfront payment or transferred your account as part of a house move, you may see those transactions listed here.

Your next bill will list any payments you make against this bill.

Bill breakdown:

As this is your first bill you’re unlikely to see anything carried from a previous bill.  However, if you’ve made an upfront payment or transferred your account as part of a house move, you may see those transactions listed here.

Your next bill will list any payments you make against this bill.

First month’s package from installation:

Your first month of service will start on your day of installation and will cover one calendar month. We bill for services in advance, so these charges cover your first calendar month.

Your package covers your standard monthly price, plus any discounts or offers.  It includes all services charges, and any equipment (i.e: hardware phones).

Package price:

All services included in your bOnline bundle will be grouped by product type and listed here.  The price displayed is the full package price without any discounts or offers.

Call usage charges:

Chargeable calls made outside of your phone package will be detailed.  When your account was created you would have selected an itemisation level, the default is £1.29 excl VAT.  We will display the calls above and below that threshold in the itemised call breakdown section.

Also, as your calls are displayed exclusive of VAT, we’ll list that charge separately.

MYbOnline portal:

The MYbOnline gives customers access to self-service tools such as viewing and updating their account information along with billing and invoice history. We advise you to sign up for easy management of your details. 

If you have any further queries regarding your first bill please contact our customer service team on 0203 617 9950.