We aim to provide you with a bill that is understandable, clear, and accurate.
My Account is the quickest way to manage your billing preferences, make payments, and view your bills online. You can view your latest bill and previous bills on the Bills & Payments page.
When you view your bills in My Account, we'll automatically show you a collapsed breakdown of the bill. To see a full breakdown of your charges, simply select the Detailed option.
To view additional information about your bill date or to check when your payment is due, select My Bills. After you've paid your first bill, you can change your payment due date in My Account to one that works better for you.
The total amount you're due to pay and your chosen payment method will be displayed at the top of your bill. If you pay by Direct Debit or have a card registered with us you won't need to do anything — we'll automatically take the payment from you. If you chose a different payment method, select Make a secure payment at the top of your bill or make a card payment in My Account.
Setting up a Direct Debit is the easiest, most convenient way to pay your monthly bill. Your payments will be automatically taken from your account each month, so you don't have to worry about missing your payment due date. You can change your payment method easily in the Bills & Payments section in My Account.
Remember, you may be charged an administration fee if your bill is not paid by the due date displayed on your bill.
In this section, you can see the total of any balance you may have carried forward from a previous bill and any payments you've made since your last bill. Any new charges will also be listed here.
If you've made any payments since your last bill, you'll be able to expand this section to see the details of the payments made. Any credit on your account will be under Adjustments made. You can expand this section to see details of the adjustment.
We always charge a month in advance for our services, so this section will detail any services you're charged for, such as your package and any Boosts you have.
Your bill may include blue lines and sections throughout, these are known as bill highlights. Our bill highlights aim to provide you with extra information related to certain charges and any discounts you may receive.
The charges since you joined section details any pro-rata or part month charges since your services went live. Any future bills that incur part month charges, due to a change you made since you were last billed, will be placed in the last month's changes section.
This section won't always appear on your bill because it covers things that you don't regularly pay for. You can expect to see this on your first bill as it includes things such as set up fees and equipment charges.
This section will display the itemisation of each charge. You'll be able to filter phone calls and purchases, as well as sort them into an order you prefer. You'll also have the option to download or print a copy of your itemised usage.
This section will display any services that are given to you for free as part of your package.
If you've not received a bill this month or you can't access a previous bill then it may have been suppressed. This happens when there an issue with a bill or it is being disputed or reviewed. This can happen for various reasons, such as a bill being in collections, or if you've notified us of a charge on your bill that shouldn't be there. You won't be able to view or download a suppressed bill in My Account until the issue has been resolved.
Whether you're disputing a bill or there's an issue we've raised with it, we'll get in touch to let you know what's happening. If you still need to discuss your TalkTalk bill, please contact us.
We know that a bill can be difficult to navigate sometimes when something unexpected has happened. So, we’ve put together information about our charges, what they mean and how they work. Below you will find the various sections of the bill, just click on the area you need some support with.
There are various account charges that relate to late or non-payment:
Late Payment Fee
This charge will be on your bill if you fail to pay your full bill amount by its due date. To avoid this charge in the future, we recommend you set up a Direct Debit and check that you have sufficient funds in your bank account when you get your bill.
Direct Debit Rejection Charge
This charge will be applied if the Direct Debit payment from your nominated bank account was rejected. Check the bill summary section to see how we intend to collect your payment this month. If it’s not Direct Debit, we suggest that you make a one-off payment in the Bills tab.
To avoid this charge in the future, it's important that you make sure there is enough money in your account. You also need to tell us about any changes to your Direct Debit instructions or bank account so we can help make sure your payment goes through OK.
This Section will only show on your bill when you have a one off charge.
ENGINEER CHARGES
This charge will be applied to your bill if we've arranged a TalkTalk engineer visit and/or if your appointment wasn’t kept. This charge will have been communicated at the time the engineer was booked. To find out more about why your appointment wasn't completed, check out engineer charges.
Missed appointment
You'll see this charge if you've made an appointment with us and not been available at the specified time. You will also see this charge if you've rescheduled an appointment after the cut-off time the day before an appointment. To find out more about amending your appointment, check out our article, Your TalkTalk engineer appointment.
Service fault
You'll see this charge if our engineer was unable to find a fault with your service during your visit, or the fault was found to be related to a condition inside your premises. We won't charge you if the fault is caused by TalkTalk equipment, unless the fault was caused by you damaging or misusing the equipment.
This section will contain any ways we've amended your bill. For example, you might see a refund if you've overpayed in the previous month.
This section will display any new recurring charges.
Any eligible discounts not included in the adjustments section will be displayed in here.
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