ntl BillExplain AUG 08
09/09/2008
Q&A
09:53
Page 1
Here we have listed some of the most common
questions. If you don't find the answer to your
question here you can check our website
www.upc.ie/customercare or call us free on
1908. Please have your account number to hand
when you call. Please note that due to the Data
Protection Act we can only speak to the account
holder in relations to any account queries.
Why is my bill different to the amount I expected?
Your first bill amount may be higher than expected because we need to bill from the date you
were installed to the first normal bill day and then for the next standard billing period. For
example, Mark had broadband installed in his home on 21 February. His account is set to bill on
the 7th of every month. Therefore, his first bill will include a charge from the date of install 21
February to the 6 March and then for the full month in advance from 7 March to 6 April.
His next bill will then be for the regular monthly subscription.
I was told I would get a discount, where is this on my bill?
From time to time we run special offers on our services. If you are eligible for one of these it will
be displayed under the section called Savings and Discounts. This will tell you the dates that the
promotion applies to and the amount that is deducted from the full subscription price.
Why am I being billed in advance?
You are billed in advance as our service is not a metered supply but a continuous service. We
charge for the supply of the service not the usage. Similar to utilities such as telephone
companies, supply charges are billed in advance.
When do I have to pay my bill?
You should pay your bill on or before the payment due date shown on your bill, see point 5 on
the explanation. If you pay by Direct Debit, it is also the day we will deduct the payment amount
from your designated bank account.
Why have I been charged a Direct Debit fee?
If you do not pay by Direct Debit you will see a Non Direct Debit charge under the Other Charges
heading of €3. Paying by Direct Debit is the most convenient way to pay your bill. It will save you
time and is hassle free with the reassurance that your bills are always paid on time. To sign up
for Direct Debit, you can complete the mandate on the back of your bill or log onto www.upc.ie
and register for My UPC. My UPC is an online service which allows you to order new services
online quickly and easily, view and update your contact details and view your bills online.
How often will I receive a bill?
All new customers are billed monthly or bi-monthly. If you pay by Direct Debit you will only
receive a bill if the billing amount changes. This would occur if you added a new service for
example.
A guide to
your first bill
upc0029
ntl BillExplain AUG 08
09/09/2008
09:53
Page 2
Your bill explained
your new Chorus ntl bill
your new Chorus ntl bill
Welcome to Chorus ntl. To help you understand your bill, we have enclosed this
step-by-step guide which should answer any questions you may have.
Please take the time to read the information provided.
11
1
1
Customer name and address
2
Your account number, invoice number and the invoice date
3
Contact details for Chorus ntl
4
The Total Amount Due, this may include amounts from previous billing periods
5
Payment due date
6
This section shows your subscription charges and your usage charges (for example
2
3
10
4
5
6
7
for telephony call charges or pay per view events)
7
This shows the total due for this bill period including VAT
8
This section shows the balance and payments from the previous billing period plus
8
any outstanding balance
9
This section is required if you pay your bill in a bank or Post Office
10
These are your subscription charges for the services you subscribe to
11
The number of each subscription
14
9
12
This shows the billing period for your subscription
13
The amount due including VAT
14
Here you will see details of your phone usage
12
13