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Frequently Asked Questions and Answers - Billing Top 5

Why is my bill higher than normal?

Products and services are charged at a monthly rate, one month in advance plus any pro-rata days incurred in the month the service went live. You may have had an engineer charge, bought new services, or added a select service.

Why have I been billed for an engineer charge?

If you have had a new service installed, a broadband or line fault or a change to your phone system such as a divert this may be chargeable. Missed appointments, broadband special fault investigation visits (SFI), and faults found with equipment are always chargeable. You may want to find out more about our Line Assurance product to help protect against engineer charges. 

How can I pay my bill online?

You can now pay your bill online with the card payment feature on the Customer Portal. Follow these 5 simple steps to pay your bill today.

1. Login to the Customer Portal and select 'Make a Payment' on the dashboard. 
2. All outstanding invoices will show. Select the invoice you want to pay and 'Click to Proceed'.
3. Enter your credit/debit card details as prompted and click 'Pay Now'. 
4. The payment gateway page will display.
5. Once payment is processed, a message will appear as successful or failed payment. Don't forget to make a note of the payment reference. 

How can I get a copy of a previous bill?

You can access any of your bills on the Customer Portal. You can also set up a Direct Debit, update your personal information, and choose how you would prefer to see your bill, online, by email or post. If you are already registered and have lost your username or password, simply enter your account number and we'll send you a reset.

What is Fraud Monitor and Line Assurance?

Fraud monitor analyses usage on your account and notifies you in the event of any usual activity. Line Assurance protects you against engineer charges. These are optional services, and both can be removed at any time

About the author


Chess is one of the UK’s leading independent and trusted technology service providers, employing 300 skilled people across the UK, supporting over 20,000 organisations.

 By leveraging world-class technology, Chess helps you to connect your people, protect your data, grow your business, reduce your costs and work better together, which means your business, your people and your customers can thrive.

At Chess, we’re passionate about our unique culture and our continuous investment in our people to be industry experts. We’re extremely proud that our people voted us No.1 in ‘The Sunday Times 100 Best Companies to Work for’ list 2018, and we continue to celebrate more than ten years in the top 100.

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