Billing and Account management

If you have a billing question that is not covered on this page, please contact our customer support team via the Help Assistant.

1. Call costs
2. Call times and charging bands
3. Call Credit, Remaining Minutes and Top Ups
4. Inclusive Minutes
5. Contracts & Cancellation
6. Broadband Usage

 

Call costs

Check our Broadband Phone price tariff for detailed information on call charges.
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Call times and charging bands

All Calls are charged for a minimum of 1 minute. Calls longer than a minute are rounded up to the nearest 30 seconds.

All Calls are subject to a maximum time of 120 minutes after which they will be cut off.

Days are broken down into three specific bands; charges can vary depending on when a call is made.

Period	Timeframe
Daytime	Mon - Fri - 08:00 to 17:59
Evening	Mon - Fri - 18.00 to 07:79
Weekends	Sat - Sun - 0:00 to 23:59

Broadband Phone call charges are calculated from midnight on your billing date until 23:59:59 on the day before your next billing date.

Calls may begin in one charging band and run into another charging band. If this happens each portion of the call is charged at the applicable rate.

An itemised call list is available on the Broadband Phone Control Panel.
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Call Credit, Remaining Minutes & Top Ups

You can check your call balance (for both paid and inclusive minutes) via the Credit & Minutes section of the Broadband Phone Control Panel.

Top Up your call credit via the Help Assistant (Technical Support > Phone Calls > Broadband Phone > Broadband Phone Billing and Accounts > Top up your credit here).

Call credit top ups are available in the following amounts:
£5, £10, £15 or £20.
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Inclusive Minutes

Our Broadband Phone products (apart from PAYG) offer a number of included minutes. All other calls require call credit

Broadband Phone Product	Inclusive Minutes
PAYG	None
Evenings & Weekends	All evening and weekend calls made to UK landline numbers beginning with 01, 02 & 03.
Anytime	All calls made to UK landline numbers beginning with 01, 02 & 03.
Business	3000 anytime minutes per month to UK landline numbers beginning with 01, 02 & 03.
Business Extra	5000 anytime minutes per month to UK landline numbers beginning with 01, 02 & 03.
120 Anytime (free with Option 2)	120 minutes to UK landline numbers beginning with 01, 02 & 03.
240 Anytime (free with Option 3, Pro & Business Teleworker)	240 minutes to UK landline numbers beginning with 01, 02 & 03.
360 Anytime (free with Small Business)	360 minutes to UK landline numbers beginning with 01, 02 & 03.
480 Anytime (free with Business Premier)	480 minutes to UK landline numbers beginning with 01, 02 & 03.

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Contracts & Cancellation

Our Residential Broadband Phone subscription products e.g. Broadband Phone Evenings & Weekends and Broadband Phone Anytime are based on a monthly contract with a 10 day notice period.

Inclusive products such as Broadband Phone PAYG, 120, 240, 360 & 480 are subject to the same terms as your Broadband subscription.

Business subscription products are based on an annual contract with monthly, quarterly and annual payment options.

If you wish to cancel your Broadband Phone product, please raise a request via the Help Assistant.
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Broadband Usage

Broadband Phone calls count as data transfer and are included in your monthly usage total.

A typical Broadband Phone call lasting 1 hour would use on average 70 to 80 MB (0.07 – 0.08 of a GB) of data transfer.
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This page last updated 16th December 2008