TalkTalk Help

About my TalkTalk Mobile bill

When you sign up to TalkTalk Mobile your account is allocated a billing period. This billing period remains the same each month and you will be billed on or around the beginning of that bill period. Your service charges are always billed one month in advance and your usage charges and one off charges are billed in arrears.

All of the charges on your bill will be broken down clearly, so you can see exactly what you're paying for.

How can I query my bill?

You can manage all of your TalkTalk services in one place with our online account known as My Account. In My Account you'll be able to manage your account online, view bills, payments and much more.

If you still need to discuss your TalkTalk Mobile bill please Call Customer Services on 0870 0878751 (or 2883 from your mobile). Calls to Customer Service are FREE from your TalkTalk landline and mobile.

 

What will I see on my bill?

Your TalkTalk Mobile bill will show all charges, credits and discounts that have been added to your account.  You will be given a fully itemised breakdown of both your service and call charges, so you can see exactly what you are paying for.

Page 1 - Bill summary 

This gives you a good overview of your account. You can view at a glance your previous balance, any payments or credits that have been applied to your account since your last bill was produced, as well as the amount of all new charges and the total payable due (your account balance). You will also see your usage limit on your account on this page.

Credits: If you have been given a one off credit, it will be shown in this section of your bill. The amount will have a minus sign in front of it to show it is a credit.

Page 2 - Plan and payment summary 

This page will confirm your plan, allowances and payment details. You will also see advice on how to contact us if you need help or support.

Page 3 - New Charges (including part month) and Customer update

You will pay for all of your TalkTalk services a month in advance. If you add a service part way through a billing month, your bill will include a part month charge (as well as the usual advance charges).

Any services that you've used since your last bill will show in the 'Charges Outside Price Plan' section (including call usage) as a total summary.

This section will also include any additional fees that may apply to you. For example, if you have opted for paper billing or Boosts the extra cost will show here.

Promotional Offers: If you have signed up for an offer that gives you monthly discounts, this will appear on your bills as monthly credits.

Page 4 and more - Itemised usage

All your usage will be itemised on the last page/s of your monthly bill.

Page 1 Example Bill - Summary

 

 
Here is the date your bill was produced
 
This is your usage limit for out of bundle charges
 
This is the date your payment is due. If you pay by Direct Debit this should be the day payment will be taken from your bank account

Example Mobile Bill - Page 1

 

Page 2 Example Bill - Plan and Payment Summary

 

 
Your plan details will be displayed here

TalkTalk Mobile example bill - page 2

 

Page 3 Example Bill - New Charges and Customer Update

 

 
If this is your first bill there will be a part month charge
 
Your line rental charge will be displayed here
 
If you use your mobile outside of your bundle, the total charges will be displayed her
 
Your mobile number will be displayed here. If you have moved your old number over to TalkTalk Mobile you may see 2 numbers here. One will be your original TalkTalk number and the other will be your existing number

TalkTalk Mobile example bill - page 3

 

 

Page 4 Example Bill - Itemised usage

 

 
You'll see all your usage itemised on this page. If you have recently transferred your mobile number it will be broken down into your old and current number

Example Mobile Bill - Page 4

 

When does my line rental charge start?

Your line rental charge will start on the day you activate your SIM card. Or, 9 days after the dispatch of the SIM only or handset, even if it's inactive. We recommend you call us and activate your SIM card as soon as you receive it. If you haven't received your mobile or SIM card, please see where is my mobile or SIM order?

Why is my first bill more than I thought?

Your first bill may be different to what you were expecting. This is because it will include a charge that covers the time from when your service went live up to your first billing date. For example, if your service went live on the 10th of November, and you were billed on the 16th of November, you would be charged based on a daily rate for this period as well as a full month charge in advance for your services from the 16th November to 15th December.

Also, if you have activated any services within that billing period, you will be charged a Part Month charge - so this could also explain the reasoning behind a larger bill.  

If you go over your usage limit during the billing period, the additional cost will be calculated and billed the following month.

Is there a usage limit on my monthly bill?

Yes, there is a usage limit set on each Mobile account for out of bundle and Roaming charges. Your monthly line rental and any boosts you may pay for are not part of this limit. The limit is there to protect our customers from running up excessively high monthly bills. You can see the usage limit on the front page of your monthly Mobile invoice.

You can track your Mobile bundle usage at any time in My Account. You can also view any out of bundle charges.

Please note: The usage limit should not be used as a usage cap. There's a delay in usage information being added to your bill and you may incur charges by exceeding your usage limit. If this happens, you will be barred and still be liable to pay for all charges incurred in excess of your usage limit.

How can I pay my bill?

Direct Debit is the only way to pay your TalkTalk bill. Payment by another method will incur a non direct debit fee of £4.50 per month. Where a Direct Debit has been cancelled for whatever reason, we may accept a one-off payment to settle any outstanding balance on the account. Please see our guide on making payments for further information.

If you have yet to set-up a Direct Debit or would like to update your details, please contact us as soon as possible on 0870 087 8751 (or 2883 free from a TalkTalk mobile phone). Please note, you must update your Direct Debit details at least 14 days before your billing date in order for your next payment to be taken from your account. Your new Direct Debit details must be in the same name as your current details.

You can check your next payment date by looking at the first page of your monthly mobile bill. The date will depend on when you joined, as you will be allocated a billing date based on when you placed your order. You can also use My Account to check your bill online.

What happens if I want to cancel my service/order?

Within 7 days of receiving your order

We're sure you'll love your new handset or tablet but if you do change your mind you can return it to us within 7 working days, starting from the day after you received it. You'll just need to make sure that the handset or tablet has not been used at all and everything is returned to us in the same condition as you received it. For more details please see What happens if I want to return my handset or tablet?

After 7 days of receiving your order

You are required to give 30 days notice when cancelling a mobile service. Any monthly charges will be calculated on a pro-rated basis to ensure you are only billed for the days that the service was available to you, i.e., 30 days from the point at which you cancel your service.

However, if at the time you contact us you are still within any minimum commitment period that may apply to your Mobile Service Plan and which is greater than 30 days, you will not be able to leave our service until the end of that minimum commitment period or unless you pay a cancellation charge.

The cancellation charge will be calculated on the basis of your subscription costs for the number of days between the date you leave our service and the end of your minimum commitment period.

If you wish to end your Mobile Service Agreement and Mobile Service Plan please call Customer Services on 0870 087 8751 or 2883 free from your TalkTalk mobile. 

How do I view or print my bills online?

Your TalkTalk mobile monthly plan and additional charges will be detailed on your TalkTalk Mobile bill. You can use My Account at any time to check your bill and usage online.  Please also see View and print my bills online

If you still need to discuss your TalkTalk Mobile bill please Call Customer Services on 0870 0878751 (or 2883 from your mobile). Calls to Customer Service are FREE from your TalkTalk landline and mobile.

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