How and when will I be billed ?

What is a credit limit ?

What are top up payments and when are they made ?

What are the different ways I can pay ?

How do I see the details of the calls I have made ?

What do I do if I do not agree with the bill ?

What is the difference between the itemized call list and my bill ?

How can I view my bills ?

My Statement shows that I made more than one call at the same time – how is this ?

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How and when will I be billed ?

We will send you a statement by email each month. The current statement and previous statements are available for viewing on the web site (select the menu item ‘Your Account’, enter your Account ID and password and select the statement you wish to view).

We will normally generate your statement by the 15th of each month (for the previous month’s calls). This will show all your calls for the previous month, as well as all payments and 'top ups' in that month.

If a transaction occurs between the end of the month and the date the statement is sent, it will not be shown until the following month.

We will collect payment from your credit / debit card soon after sending you your statement.

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What is a credit limit ?

We allow you to pay for your phone calls the month after you have made them. This is termed a ‘credit account’. As part of our financial controls we allow you a credit limit of £70 as standard.

If the cost of your calls goes above £70 in the month, we will suspend the service to you until we have collected your payment to clear the account (we call this a ‘top up’ payment’).

If you require a higher credit limit you may apply when joining or at any time afterwards (select the menu item ‘Your Account’ and follow the instructions).

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What are ‘top up’ payments and when are they made ?

If the cost of your calls goes above your credit limit in the month, we will collect a payment to clear the account (we call this a ‘top up’ payment’). If we cannot collect this payment, we will suspend service.

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What are the different ways I can pay ?

We accept payment by the following credit / debit cards : Switch, Solo, Mastercard, Visa and JCB.

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How do I see the details of the calls I have made ?

The details of all the calls you have made since your last bill can be viewed on the web site. Select the menu item ‘Your Account’ and enter your Account ID and password. Once at the Welcome Screen, select the option ‘Recent Calls’ from the menu on the left hand side.

If you wish to see the calls you have made in previous months, these can be seen in the section ‘View Bills’.

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What do I do if I do not agree with my bill ?

It is our experience that the majority of customer enquiries regarding bills result from :

• forgetting that a call was made
• not immediately recognising the number or the area that was called
• other people in the house making calls (with or without your knowledge)
• calls to non geographic and premium rated numbers

These are phone numbers that are not related to a fixed location. For example if you dial 0121 you know you are calling Birmingham, but with non-geographic and premium rated numbers you do not know where the calls are going.

Chat lines, competition lines, pagers, mobile phones and internet access numbers are all examples of these types of numbers. They are charged at a wide variety of rates, as set by the companies providing the services.

Many premium rate services terminate abroad and you will therefore see international calls on your bill that you were not necessarily aware of.

It is extremely unlikely that our systems have billed you incorrectly :

• Our per second billing data is generated by MCI Worldcom which has to demonstrate accuracy in line with Oftel requirements as part of its licence conditions.
• Our billing systems are provided by Omnicom, a world-class supplier with ISO 9001 quality accreditation. The systems are tested extensively to ensure bills are correct. These systems have been proven with many major telecoms companies.

If you are still sure there is a problem, we are happy to investigate discrepancies – to report your problem, please click here.

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What is the difference between the Call List and my Bill under ‘My Account’ ?

The Call List shows all the calls you have made since your last bill – these calls have not yet been paid for.

Your Bill shows you all the calls you have paid for.

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How can I view my bills ?

Your last months and previous 3 months bills can be viewed on-line. Select the menu item ‘Your Account’ and enter your Account ID and password then select the option ‘View Bills’.

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My Statement shows that I made more than one call at the same time – how is this ?

Whist we have per second charging, we only show call start times to the nearest minute.

For example : if you made a call starting at 12:30 and 10 seconds (lasting 30 seconds), followed by a call starting at 12:30 and 50 seconds (lasting 2 minutes), your call details will show :

Please note, the Duration column shows hours, minutes and seconds with per second billing.

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