Why your first bill may be higher

More detail

When you join, setup costs are usually paid from a separate invoice before your order is placed. They are not mixed into your first line rental bill.

The first invoice for line rental is raised after your line goes live with us.

It covers the part month from your start date, the whole of the month in which the invoice is raised, and the whole of the following month. That is at least two whole months and may be closer to three depending on your start date.

We bill line rental in advance so you have cover for your 30-day notice period. That allows us to terminate your line the same day you notify us if necessary.

Later bills settle into one regular monthly amount in advance.

What to check on your first bill

1. Find the setup fee line on your bill and compare it to your welcome letter.

   You should see a separate setup line that matches what your welcome letter described.

2. Look for part-month rental from your go-live date to your first bill date.

   You should see a charge covering only part of a month, with dates that match your go-live date.

3. Check whether the bill includes one or more whole calendar months billed in advance.

   You may see two or three whole calendar month lines on top of the part-month charge. This is normal.

4. Add up only the monthly service charge to see your ongoing price, not the setup line.

   You should have one clear monthly amount to expect on future bills, separate from setup.

5. See Why your first bill includes more than one month if you want detail on the advance months only.

6. Contact us through the website if a line still looks wrong after checking.

Common mistakes

• Thinking the first bill is only one month of service.
• Missing the setup fee line and assuming an error.
• Comparing the first bill total to the monthly price quoted on the website.
• Mixing up setup fees with the monthly rental lines on the same bill.

Frequently asked questions