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Additional items on bill

Posts: 2
Registered: ‎13-10-2021

Additional items on bill

How do i know what the additional items are, as it just states the figures.
I am being charged extra and I don't know what for. Does anyone know how I can check it please as I am paying far too much. Thanks.
Posts: 23,256
Thanks: 9,761
Fixes: 162
Registered: ‎22-08-2007

Re: Additional items on bill

Without any context, in a word "No!".

What additional items?  Have you looked at the detailed section of the bill, which explains in fine detail the figures in the summary section?

How much extra?  The annual price increase (9.3%) was applied to bills raised through out the last month - these contain adjustments for the previous period and will be higher than the old charge + 9.3%.  The second bill will be the old charge +9.3%.

2022 Billing increases

Users have found the first bill following the price changes on 31st March 2022 odd because the brief summary presented at the top of the bill is just that - a summary. It does not reflect the important details of each line as fully described on subsequent pages. The first bill after the price rise, has for each chargeable item and their associated discounts...

  1. A refund for the charges already paid on the previous bill (at the old rate) for the period from 31st March to the billing date
  2. A re-charge in arrears (at the new rate) for the period from 31st March to the billing date
  3. The charge at the new rate for the following month (charged in advance)

Consequently comparing this months bill with last months bill can create the impression that it has gone up more than the expected 9.3%. It is also possible that the annual prise rise is coincident with the end of the discounted minimum term, making the increase appear much larger.

Note: In some cases there is a known error on the first bill run which has omitted to adjust applicable discounts.

Price rises tend to cause users to review their account - some have found that their minimum term end date on the contract appears to be wrong, or inconsistent depending on which browser or environment they use to access the information. The one which looks sensible is probably the correct one. This issue is under investigation; if you need to confirm the details, please contact COTS.

How much is "far too much"?  Have you come to the end of your discounted minimum term and are now being charged the rate you agreed to when you accepted the original contract?  If yes, then you are free to arrange a new contract.

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Direct dial numbers

  • 0800 013 2632(from within the UK)
  • +44 330 123 9197 (from abroad)
  • Available...
    • 8am - 8pm Monday to Friday
    • 9am - 7pm Saturday
    • 9am - 6pm Sunday


Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.