Understanding your bill
Managing your bill doesn’t need to be complicated. This guide explains how billing works, what to expect on your first invoice, how to check your usage, and answers the most common billing questions.
How to view your bill
You’ll be notified of your bill each month by email. You can also view and download it in my.plan (web or mobile app).
To download an invoice:
- Log in to my.plan.
- From the top navigation, go to Usage > Invoices.
- Find the invoice you want and click Download.
Your download will start automatically and save to your device.
Your first bill
Your billing cycle runs on a calendar month. If you joined part-way through a month, your first invoice will include:
- Line rental for the days you were connected that month (a “partial month charge”).
- Line rental for the following full calendar month, billed in advance.
This means your first bill may be higher than usual, but future bills will settle into your regular monthly amount.
How your bill is calculated
Each bill includes:
- Your monthly tariff charges (calls, texts, data).
- Any extras you’ve added, such as Bolt-Ons.
- Any out-of-bundle usage (see below).
- VAT at the standard rate.
Billing frequency
You’ll be billed once a month, usually on the same date. If your billing date ever changes, this will normally be communicated in advance.
Common billing questions
What does “out of bundle” mean?
“Out of bundle” refers to anything you use outside your tariff allowances (e.g. extra data, international calls, or roaming not covered by your plan). These are charged separately.
See the Price Guide for details of out-of-bundle charges.
Do my allowances roll over?
No. Unused allowances (calls, texts, data) reset each month. They don’t carry over to the next billing cycle.
Will I get credit for unused allowances?
No. To make the most of your plan, consider choosing a tariff or extras (such as Bolt-Ons or Data Boosts) that match your usage.
Why is there a “balance brought forward” on my bill?
This means there was an unpaid amount from a previous invoice. Once the balance is cleared, future bills will return to normal.
Do I have to pay VAT if I’m not VAT-registered?
Yes. All customers must pay VAT. Only VAT-registered businesses with a valid registration number can reclaim VAT on their side.
Annual price changes
Contracts signed before 23 January 2025
- Prices increase annually by the Consumer Price Index (CPI) plus 3.9%.
- The adjustment is applied on the anniversary of your first bill.
- The CPI rate used is the 12-month rate published by the UK government, up to the anniversary date.
Contracts signed from 23 January 2025
New Ofcom regulations provide greater clarity on annual increases:
- Contracts with fewer than 10 services: annual increase of £1.50 or £3.00 per service (the exact amount is stated in your contract documents).
- Contracts with 10 or more services: increases are linked to CPI + 5.5% of each service’s fixed monthly charge.
- The CPI rate used is the latest 12-month rate published before your contract anniversary.
- The increase applies on the anniversary of your contract signing.
👉 Use our CPI guide to calculate your adjustment.
Troubleshooting billing issues
If you can’t see your latest bill in my.plan, it may be because:
- It hasn’t been generated yet (invoices are usually created a few days after your bill date).
- There’s a short system delay.
If you have questions about charges, log into my.plan > Usage to see a breakdown of what was used, when, and at what cost.
For more detail, see also: