At plan.com we understand that managing your phone plan bill can sometimes be confusing, which is why we've created this comprehensive guide to our billing procedure, schedule, and how to stay informed.

By the end, you'll know how your bill is calculated, where to find it, and what to do if you can't seem to find your latest invoice.

Using my.plan to View and Manage Billing

You will be notified of your billing via email, and you can view your bill through the my.plan platform on our website or via our mobile app, which is available for both iOS and Android.

The my.plan platform allows you to easily access and manage your bill. If you can't see your latest invoice, there might be a few reasons for this. It's possible that it has not been generated yet - invoices are usually created a few days after your bill date. Alternatively, there might be a delay in the system or your invoice might be lost due to some unforeseen error.

To download your invoice, after logging in to the my.plan portal:

1. On the main navigation at the top of the screen select Usage > Invoices
2. In the row of the invoice that you would like to download, click Download and select the desired format.
3. Your download will start automatically and be saved to your local file system.

When it comes to tracking your allowances, you'll be notified when they're refreshed. This could be a text, push notification, or an email.

Your First Bill With Us

Our billing follows a calendar monthly cycle. Therefore, if you became a plan.com customer part way through a month, your first invoice will include line rental for the calendar month in advance, plus the days of the month you connected that you had not yet been invoiced for.

Other factors which may cause a higher-than-expected bill are discussed in Overcharges.

How is My Bill Calculated?

Firstly, it is important to understand what your bill includes and how it's calculated. All standard services of your tariff, including your calls, texts, and data, are covered by your monthly charge. VAT is included within your bill.

It is also worth noting that your first bill may be slightly high. This is because it includes the charge for the month you joined (which we call the partial month charge), and the month in advance.

Other factors which may cause a higher-than-expected bill are discussed in Overcharges.

How Often will I be Billed?

The frequency of your billing is once a month. You can expect your bill to come in on the same date every month unless told otherwise.

Billing date changes are typically communicated, but if you suspect yours may have changed and you've not been told, reach out to our customer service team.

Troubleshooting

Please note that if you're experiencing any issues while attempting to view, download, or understand your bill, or if you would like more information about plan.com billing procedure, please write to us at help@plan.com with the subject line '[Your Name], [Your Mobile Number] - Billing'.

Annual price changes

Contracts signed before 23 January 2025

Each year, we adjust the prices of our products and services in-line with inflation. Recent regulations have changed the way that these anniversary uplifts are calculated and presented, so please choose the right options below based on the date the contract was signed:

• Our prices are adjusted annually based on the CPI rate of inflation plus 3.9%.
• The adjustment is applied on each subsequent anniversary of your first bill.
• The CPI rate used for the calculation is the “12 month rate” published by the UK government.
• The most recent rate published up to the anniversary of the first bill is used for the calculation.

Contracts signed from 23 January 2025

From January 2025, new Ofcom regulations are being implemented to provide greater clarity and transparency around annual price increases for telecom contracts. These updates ensure customers know exactly when and how much their contract prices will increase.

• For contracts with ten or fewer services, the annual increase will be either £1.50 or £3.00 per service, depending on several factors.
• The exact amount and date of the increase will be clearly outlined in your contract order form, Contract Summary and Contract Information documents
• For contracts with ten or more services, the pricing model remains linked to CPI (Consumer Price Index).
• Annual price increases will be calculated as CPI + 5.5% of each service’s fixed monthly charges.
• The CPI rate used for the calculation is the “12 month rate” published by the UK government.
• The most recent rate published up to the anniversary of the contract signing is used for the calculation.
• The annual price increase will be applied on the anniversary of your contract’s signing.
• For more information, including an online calculator, please visit https://guides.plan.com/cpi/