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

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.
If you do not have access to BT Analyst Converge, you can register here.

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).

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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.

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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).

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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).

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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).

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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).

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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.

If you do not have access to BT Analyst Converge, you can register here.
Note: To use BT Analyst Converge, your products & service you buy from BT must be included onto One Bill Plus.

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OneBillPlus FAQs

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.

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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 Global Services Customers.

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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 Services Customers.

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

Answer:
Yes, assuming you are a Global Services 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.

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Payment FAQs

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.

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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.

 

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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 Services
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
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
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
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
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

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Telephone Number FAQs

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.

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Glossary

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.