Can I get my bill by email?
Yes, and we will pay £5 into our Sustainability fund if you switch to electronic billing. You can also view your bills online - more information.
What methods can I use to pay my bill?
See this page for details on different payment methods.
How and when will I be billed?
All services are billed by calendar month.
Some services, such as broadband and Packages, are billed in advance. If you have set up a new broadband service there may
be a small delay before you receive your first bill.
We supply bills by post or by email. You will usually receive your bill in the second week of the month following that in which the calls were made.
Will my calls be itemised on the bill?
Yes, all calls are itemised.
Will all of my services appear as separate charges?
Yes, unless you have a Saver Package, in which case this will show as a single service.
How do I see my broadband usage?
Broadband customers can see their broadband data usage on their bills.
See this guide to reading your bill.
Is VAT clearly displayed?
Yes, everything is listed exclusive of VAT and then the figure added for VAT is shown.
Can I pay my bill over the phone?
Yes, you may. We take most major credit cards. Call us on 0845 458 9000 and please have your account number
and card number ready. We also ask for the security code on the back of your card.
Could I have a copy of a previous month's bill?
Yes you may. Please advise us by email to enquiries@thephone.coop or by calling Customer Services on
0845 458 9000.
Why have I not received a discount on my Line Rental service?
If you order Line Rental from us, the first payment that applies from when you go live to the end of
your billing month will not be discounted. Sorry, but we are only able to apply it to the month in advance.
If you are an existing Line Rental customer who switches to paying by direct debit,
the discount will first be applied to your next quarter's bill. Sorry, but we are unable to discount any
advance charges you have already paid.
I have just received my bill and see that my last month's payment hasn't been deducted.
If your payment was sent to us after the payment due date on last bill then it won't show on the
current bill. Please advise us of the date and method of payment and check to see if the payment has
been deducted from your bank account. If you pay by telephone or internet transfer then please ensure
that you quote your Phone Co-op account number for each transaction.
I have filled in a Direct Debit form recently but you have still sent me an invoice.
Do I need to send a payment?
We will always send you an invoice to let you know how much we will be deducting by direct debit and it
will not have a remittance advice slip attached if a DD has been set up. If there is a remittance advice
slip attached then the DD will not be set up in time to collect during the current month.
You may choose to pay by another method or you can carry the amount over until the next month.
I have received an invoice but have been incorrectly billed on the wrong tariff.
This occasionally happens when an error has been made in the billing process. Please contact us to
correct the error and arrange for an automatic credit on the following month's bill.
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