Your bill may be higher because we charge for products and services 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.
Log in to the Customer Portal to view your bill and see a breakdown of costs and charges
Understanding Your Bill
Billing FAQs
Why is my bill higher than normal?
Why have I been billed for an engineer charge?
A charge may be on your bill 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. This is an optional service and can be removed at any time.
The easiest way to stay on top of your bills is by setting up a Direct Debit. This means that your bill payment will automatically leave your account each month.
You can set up a Direct Debit online through our Customer Portal, you will need to register or log in first. From the dashboard select Make a Payment and then Setup Direct Debit
There are several other ways you can pay:
- Online: By debit or credit card. Log in to Customer Portal and select Make a Payment
- By Phone: Call us on 0344 770 6000 and select the option to Pay Your Bill
- Online Banking: Chess Ltd, Barclays Bank, Sort Code 20-55-34, Account Number 63490742
I want to set up a Direct Debit
To set up a Direct Debit, log in to the Customer Portal and select Invoices on the dashboard and click on the Setup Direct Debit button. No need to download forms it’s quick and easy.
I want to pay my bill by debit or credit card
You can pay your bill by making an online payment by debit or credit card. Log in to Customer Portal and select Make a Payment
How can I get a copy of a previous bill?
You can access any of your bills on the Invoice section of the Customer Portal You can also set up a Direct Debit, pay your bill, update your personal information
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.