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Billing enquiries

Billing enquiries - frequently asked questions

Overview

Welcome to our Billing Enquiries Site for BT’s large business & public sector customers.

If your enquiry does not relate to a Business account, please contact us.

Please access the FAQs below relating to common billing enquiries. If you still need help, please select the Raise a UK Billing Enquiry link at the top right of the page.

Generic Billing FAQs

Can I get a copy of previous bills?
How can I change my Name or Billing Address?
Do I need to tell you that I have paid my bill?
Who do I contact if I have an enquiry about charges on my bill?
I think I've been charged twice for a service.
I have been charged for equipment I no longer have.
I don't understand the 'advanced line rental' on my bill.

Question: Can I get a copy of previous bills?

Answer:
Customers on One Bill Plus who have registered for BT Analyst Converge can download copies of previous Invoices and bill data on line free of charge.

If you've already registered to manage your account online, simply log in to access BT Analyst Converge.

For customers who do not have One Bill Plus, whose services are not included in a BT One Bill, or who cannot access BT Analyst Converge, please submit your request using the online Billing Enquiry form (link at the top of the page).

Question: How can I change my Name or Billing Address?

Answer:
If you wish to inform BT Billing of a change of name or address, please submit your request using the on line UK Billing Address Change form (link at the top of the page).
For security reasons, we will confirm the change with the current Billing owner according to our records.

Question: Do I need to tell you that I have paid my bill?

Answer:
If you have paid your bill via Cheque, BACs or CHAPs, it is important that you also include with your payment the correct remittance advice.
You will find remittance details on your invoice(s).
If you have paid multiple invoices with one single payment it is even more vital that you supply correct remittance details in order that we can allocate the payments to the correct accounts.
Correct Remittance means we can allocate your payments quickly and correctly.
If you have submitted a payment without remittance advice, please provide all the necessary details as per your invoice by completing the on line billing enquiry form (link at the top of the page).

Question: Who do I contact if I have an enquiry about charges on my bill?

Answer:
If you are a user of BT Analyst Converge, our online application, you can analyse all aspects of your bill and may be able to find all the information you require (see links opposite).

If you wish to speak to one of our billing agents, contact details are shown on the front of your BT invoice.

If you still have an enquiry, please submit your request using the on line UK Billing Enquiry form (link at the top of the page).

Question: I think I've been charged twice for a service.

Answer:
When you change your telephone calling plan, product features, move services or renew your contract you may get a bill that's confusing or looks like you've been charged twice.
Don't worry, you won't be charged twice. But because BT charges in advance for our services, you'll see charges for both your old and new services on the bill - even though your old service has been cancelled. You'll be refunded what you paid in advance for your old service on the same bill that shows the advance charges for your new service.
This can also happen when BT renames or reprices our products and services. When name changes occur, it is common to see that you've been refunded for the old product name and then charged the same price for the new product name.
Often our free analytics tools can help you understand charges on your bill, showing what you have ordered, trends and bespoke reports.

I've checked all of the above, and still think I've been charged twice?
Unfortunately mistakes can sometimes happen. Where the mistake is a genuine error on our part we'll do our best to rectify the mistake quickly. If you believe you have been charged for a product or service more than once, please submit your request using the on line UK Billing Enquiry form (link at the top of the page).

Question: I have been charged for equipment I no longer have.

Answer:
If you're being charged for equipment (such as a rented phone or ceased circuit), which you no longer have, please submit all details using the on line UK Billing Enquiry form (link at the top of the page).

Question: I don't understand the 'advanced line rental' on my bill.

Answer:

We charge for many of our services in advance. This means that your bill includes rental charges for either the next month, or next three months - depending on how you pay your bill.

You'll see any call usage and network usage charges on the bill after you've used them.

It's easy to see your rental & usage charges online using our free on line analytical capability BT Analyst Converge.

If you've already registered to manage your account online, simply log in to BT Analyst Converge.

Note: To use BT Analyst Converge, your products & service you buy from BT must be included onto One Bill Plus.

OneBillPlus FAQs

What is OneBillPlus and how does it differ from my current billing?
I am a new BT OneBillPlus Customer or am thinking about consolidating. How can I receive my bill data?
I am an existing BT OneBillPlus Customer and want to change how I receive my bill data. What are my options?
I'm keen to view my BT OneBillPlus data online. Is that possible?

Question: What is OneBillPlus and how does it differ from my current billing?

Answer:
OneBillPlus is a service from BT that consolidates all your bills into a single invoice. You can also choose how you would like your bills to be broken down, when you want to receive them, when your account is debited and what services you would like to consolidate.

OneBillPlus is available to all customers who have five or more business accounts with business charges and all telephone lines contracted under the same name. It is free of charge.
To find out more, click the link opposite.

Question: I am a new BT OneBillPlus Customer or am thinking about consolidating. How can I receive my bill data?

Answer:
We will provide you with a paper invoice only, this will be your legal tax invoice (4 pages).
If you do not already have one, we will set up an account on our Billing analytical tool BT Analyst Converge.
BT Analyst Converge will allow you to view your data online analyse your bills and download copies without needing to speak with an advisor. BT Analyst Converge is available to all UK Customers.

Question: I am an existing BT OneBillPlus Customer and want to change how I receive my bill data. What are my options?

Answer:
You may be receiving reams of paper, which is not very green!
If you are, then we will set up an account on our Billing analytical tool BT Analyst Converge.
We will switch off all your paper, except for the legal tax invoice (4 pages).
BT Analyst Converge will allow you to view your data online analyse your bills and download copies without needing to speak with an advisor. BT Analyst Converge is available to all UK Global Customers.

Question: I'm keen to view my BT OneBillPlus data online. Is that possible?

Answer:
Yes, assuming you are a Global Customer. If you are unsure, please speak to your billing contact, account manager or complete your registration for our online application, BT Analyst Converge, and we’ll let you know.

Payment FAQs

What Methods of Payment does BT accept?
How long do I have to pay?
What's our recommended payment method?

Question: What Methods of Payment does BT accept?

Answer:
Our main methods of payment are Direct Debit, BACS & CHAPS, online banking and via debit or credit card. You can also pay over the counter at a bank if you have your bill counterfoil.

Further information is available online at http://www.bt.com/payments.

Question: How long do I have to pay?

Answer:
BT’s payment terms vary across its many products and services, as detailed in our terms of agreement, which you can view here.

Below you will find a general guide to the standard payment terms for some of our most popular services.

Business Service (Telephone Service – Phone Calls and Lines. ISDN, Featureline and Embark): Payment is due on the date specified on the front of the bill. If you receive a red reminder, your payment is already overdue and you risk a Late Payment Fee of £13.50 if you do not pay immediately.

BT OnebillPlus: Payment Terms for your Onebill are governed by the content of the Onebill. For example, if your Onebill consists solely of business telephony lines then the payment terms for business telephony lines will apply. As a general guide, to avoid penalty charges you should aim to pay within 28 days of the date of the bill. If BT does not receive payment by the due date, late payment interest charges may be applied.

Inland Private Circuits: Payment should be made within 28 days of the date of BT’s bill. If BT does not receive payment by the due date, late payment interest charges may be applied.

Featurenet: Payment should be made within 30 days of the date of the bill. If BT does not receive payment by the due date, late payment interest charges may be applied.

Question: What's our recommended payment method?

Answer:
Direct Debit is BT’s preferred method of payment and is available for most types of bills. Payment by this method can save you time as well as avoiding payment processing fees. For information on how to set up a Direct Debit please go to http://www.bt.com/payments

For BACS, CHAPS and cheque payments follow the advice below for the type of bill you wish to pay:

BT PAYMENT DETAILS

I will pay by BACS - Please check the type of BT account you are paying and note the correct bank account details

What type of BT accounts am I paying?	Which sort code and bank account number do I use?	Where do I send remittance and counterfoil details?	What is the IBAN/SWIFT code?

Telephone Bills One Bills Private Circuit Bills BT Mobile Bills Featurenet Bills BT Net Bills	Sort Code : 20-00-00	Email: bacs1.sth@bt.com FAX: 01908 862289	GB20BARC20000000835757
	Account No: 00835757	BT Payment Services Ltd, BT Telephone Centre, Durham DH98 1BT	BARCGB22
BT Global invoices - Invoice Numbers usually begin 07 or GSBT Media &Broadcast BT InfonetSyntegra	Sort Code : 20-00-00	Email: btc.remittances@bt.com FAX: 0208 456 8449	GB60BARC20000000637351
	Account No: 00637351	PPM3042Z Colindale House The Hyde London NW9 6LB	BARCGB22
BT Conferencing	Sort Code: 20-00-00	Email: btc.remittances@bt.com FAX: 0208 456 8449	GB33BARC20000010838551
BT Conferencing	Account No: 10838551	PPM3042X Colindale House The Hyde London NW9 6LB	BARCGB22
International Private Circuits Voice Port BT MPLS BT IP Clear BT ATM BT Frame Relay Framestream Bills Cellstream Bills Redcare BT Data Centre Services	Sort Code: 20-00-00	Email: barclays.colindale@bt.com FAX: 0208 456 8449	GB35BARC20000010200158
	Account No: 10200158	PPM3042 Colindale House The Hyde London NW9 6LB	BARCGB22
BT Invoices in US Dollars $	Sort Code: 20-00-00	Email: banking.colindale@bt.com FAX: 01908 861 614	GB96BARC20000058373722
BT Invoices in US Dollars $	Account No: 58373722	PPM3042Z Colindale House The Hyde London NW9 6LB	BARCGB22
BT Invoices in Euros €	Sort Code: 20-00-00	Email: banking.colindale@bt.com FAX: 01908 861 614	GB70BARC20000073282799
BT Invoices in Euros €	Account No: 73282799	PPM3042Z Colindale House The Hyde London NW9 6LB	BARCGB22
BT Directory Invoices	Sort Code: 20-00-00	Email: btc.remittances@bt.com FAX: 0208 456 8449	GB38BARC20000010773956
BT Directory Invoices	Account No: 10773956	PPM3042D Colindale House The Hyde London NW9 6LB	BARCGB22

I will pay by cheque - This information relates to all cheque payments.
It is very important that you supply payment allocation details via your remittance and / or send the invoice counterfoil (s)
The information detailed above should be sent with your cheque to the following address.
BT PAYMENT CENTRE Durham DH98 1BT

Telephone Number FAQs

I've seen a telephone number that I don't recognize?

Question: I've seen a telephone number that I don't recognize?

Answer:
There is a National Numbering Plan in the UK that is designed to be easy to understand and consistent across the country.
The plan shows what numbers are used by different types of service and gives you an idea of how much it costs to call those numbers. The National Numbering Plan is regulated by Ofcom.
Details can be found here: http://stakeholders.ofcom.org.uk/telecoms/numbering/

The table below shows the major categories of numbers.

Number	Sub-range	Use
00	-	Access for international calls.
01	-	National geographic numbers in the UK.
02	-	National geographic numbers in the UK.
03	030 033, 034 and 037	National non-geographic numbers with calls charged at or below rates for geographic numbers.
04	-	Not used.
05	0500	Numbers that are free to call.
	055	Corporate numbers.
	056	Location Independent Electronic Communications – typically VoIP services.
06	-	Not used.
07	070	Personal numbers.
	076	Radio paging calling.
	071 – 075 077 – 079	Mobile telephones.
08	0800, 0808	National numbers that are free to call.
	0820	National numbers for Internet for school services.
	0844	National numbers that cost BT customers up to 5p a minute to call.
	0845	National numbers that cost BT customers up to 4p a minute to call.
	0870	National numbers that cost BT customers up to 8p a minute to call.
	0871, 0872	National numbers that cost BT customers up to 10p a minute to call. non-Internet.
09	090, 091 and 098	Numbers for special services where premium rate call charges are up to £1.50 a minute.
1	Includes:	Access to services and facilities.
	100	Operator.
	112	Emergency Assistance.
	118xxx	Directory Enquiries.
	141	Dialling 141 before you dial a number means that your number will be withheld. This service is called blocking your calling line identity (CLI).
2 - 8	-	Not used in the National Number Plan, but may be used for local dialling to geographic numbers and as ‘short codes’ from mobile telephones.
9	999	Emergency assistance.

Glossary

A - C
	ADJUSTMENT	An amendment to your invoice which will either credit or debit any standard BT charge.
	ACCOUNT NUMBER	The BT account number appears on all invoices and correspondence from BT. Quoting the account number is one of the main methods BT uses to ensure that you are the account holder.
	APPARATUS RENTAL	Charges for equipment that you rent from BT. These can include telephones, fax machines, payphones etc. These types of charges are also sometimes referred to as EQUIPMENT RENTAL.
	BROKEN PERIOD RENTAL	Charges for services, lines or equipment where you have not been billed for the full billing period. Very often these charges will appear when something has been ordered from BT or ceased midway through a quarter or month.
	CALL CHARGE (USAGE)	Charges for all types of calls. These include Local, National, International, Mobile, Premium Rate etc. They can also include Telemarketing calls (i.e. 0800, 0845 services). Call Charges are also referred to as USAGE.
	CONNECTION CHARGE	Charges for the connection of lines, services or equipment. These charges usually appear when a new item has been ordered and the item carries a connection charge. Connection charges, in the main, are one-off charges and will not appear on a recurring basis.
	COPY BILL CHARGE	This charge is raised when a copy of the original invoice is requested from BT. The charge is on a per invoice basis so multiple copies will result in multiple charges. Charges can be avoided by adding your accounts to a BT Onebill and using Analyst Converge which has its own self-serve, copy bill facility. The charges for copy bills will not be raised in cases of BT error. Charges for copy bills are also waived for the following: an executor of a will, registered Chronically Sick & Disabled persons, registered blind or visually impaired customers (Large Format Bills). More information can be found at: http://www.serviceview.bt.com/list/public/current/Misc_boo/2-1437_d0e5.htm

D - F
	DISCOUNTS	Discounts are usually in the form of a credit value. There are numerous discount schemes offered by BT and these often provide a reduced rate against certain types of calls or calls made at a certain time of day or to a certain location.
	DIRECT DIALLED CALLS	Calls which have been dialled directly without any type of diversion or special routing involved. In the majority of cases, these types of calls are the most common.
	EARLY TERMINATION CHARGE	Some products, services and lines have a minimum contract. If a service is cancelled, ceased or terminated within the minimum contract term, an Early Termination Charge is raised.
	EQUIPMENT RENTAL	Charges for equipment that you rent from BT. These can include telephones, fax machines, payphones etc. These are also sometimes referred to as APPARATUS RENTAL.

G - K

L - N
	LINE RENTAL	Charges for lines that you rent from BT. Mainly, this will be the charge for the actual telephone line (or other service) that you rent from BT.
	LATE PAYMENT CHARGE	Charge for the late payment of a previous invoice. BT makes a charge if payment is not made promptly on invoices. You can avoid these charges by either signing up to Direct Debit or by signing up accounts onto the BT Onebill. More information can be found at Service view.
	MAINTENANCE	Charges for a maintenance service that you rent from BT. BT provide Total Care, Prompt Care and Standard Care maintenance options that are popular with large business who require that extra level of fault cover or who have complex telephony systems.
	NETWORK SERVICES	Charges for network services that you rent from BT. Many Network Services no longer carry a charge (For example Call Waiting, 1571, Premium Rate Call Barring, etc.). Network Services that do still carry a charge are things like Call Barring, Ring Back and Call Diversion. All of these services are provided direct from the BT Network and provide additional features on a standard telephone line.
	NEW CHARGES	Charges for new services, lines or Equipment. Very often these charges can be found on the bill under BROKEN PERIOD RENTAL or OTHER CHARGES AND CREDITS.

O - R
	ONE OFF CHARGE	Charges that are billed as a one off. These tend to be Connection Charges or the cost of purchasing equipment or services outright (OUTRIGHT SALE).
	OUTRIGHT SALE CHARGE	Charges for the outright purchase of equipment or services. This is often a one-off charge and unless further items are purchased, you would not expect to see the same charge appear again.
	ONEBILL (BT ONEBILL)	The BT Onebill is available to Business customers as a way of consolidating invoices onto one single invoice. This is popular with all business customers and is a way of reducing costs, time and simplifying analysis of the bill. Customers who choose BT Onebill can also benefit from Analyst Converge - the online billing tool.
	PAYMENT PROCESSING FEE	A payment processing fee applies where an invoice is settled using non-automated payment methods. Automated methods are defined as Direct Debit and Monthly Payment Plan. The charge is applied once per invoice at the point of invoice production. These charges can be avoided by adding your accounts to a BT Onebill.
	PROMPT CARE	Maintenance contract that operates during the period 0800 - 1700 hrs Monday to Saturday, excluding Bank and Public Holidays. BT will respond within 4 working hours of receipt of a fault report. If the fault is not cleared during this period, BT will advise the customer of the progress being made to clear the fault via the contact. If staff are available BT may, at the customer's request, continue to work on a fault reported under Prompt Care conditions outside working hours without a break. BT may make additional charges.
	PHONE BOOK ENTRIES	Charges for additional or special phone book entries. BT still offers a free directory entry on all phone services but for an additional charge, you can have extra phone book entries or special phone book entries, such as highlighting an entry in Bold.
	RECURRING, CHARGE	Charges that are raised every month / quarter in line with the date of your bill. Recurring charges cover all charges that have been billed for the entire month or quarter and can include Line Rental, Equipment Rental, Network Services and many more. These can also be referred to as RENTAL CHARGES and SERVICE CHARGES.
	REFUND OF CHARGES	A credit for any Services, Lines or Equipment which have been cancelled, ceased, terminated or changed but where you had already been charged in advance. Very often a breakdown of these credits can be found on the bill under "Broken Period Rental" or "Other Charges & Credits".

S - Z
	SERVICE NUMBER	This is the actual number connected to the service you have with BT. In most instances this will be the telephone number but for other types of products that BT offer, the service number may differ from the telephone number.
	STANDARD CARE	Maintenance contract that operates during working hours (0800 - 1700 hrs Monday to Friday, excluding Bank and Public Holidays). BT aims to respond to a fault report received before 1700 hrs on one working day by the end of the next working day. Work will be carried out only during working hours.
	TIMESCALE CHARGE	Timescale charges are raised to cover time spent by BT engineers repairing faults where this work is not covered under the terms of a service contract with BT, and for providing or rearranging services or equipment where standard BT charges are not available.
	TOTAL CARE	Maintenance contract that operates 24 Hours per day, 7 days a week including Bank and Public Holidays. BT will respond within 4 hours of receipt of a fault report but this does not apply to faults which do not immediately affect the use of equipment by the customer. If the fault is not cleared during this period, BT will advise the customer of progress being made to clear the fault via the contact.
	TELEMARKETING	Charges relating to the non-geographical suite of products. This include 0800, 0845, 0870 numbers. Telemarketing services that you rent from BT allow you to pick up all or part of the charge for your customer's calls into your business. BT offer a product called "Inbound Analyst" that will allow you to monitor and analyse your Telemarketing call traffic.

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