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Billing FAQ

Confused by charges on your bill you weren’t expecting? Here are the most common reasons for these extra charges appearing.

USAGE OUTSIDE YOUR ALLOWANCE

Not everything is included in your allowance, so some activities mean extra charges. These might be calls or texts to numbers abroad, calls to numbers such as 0845, 0800 or 0870, or calls to your voicemail.

PREMIUM RATE SERVICES

Are you a fan of reality TV? Premium rate numbers are the ones you call or text for services like competitions or voting on television shows. Premium rate numbers are charged at a higher rate.

Charges to these numbers are not covered by your allowances.

ACCESS NUMBERS

When access numbers are called, the call is forwarded on to another number or destination. If a number you call is identified as an access number, it won’t be included in your allowance unless it starts with 0207 or 0208.

ONE-OFF CHARGES AND CREDITS

There are other charges but your bill will itemise what they are.

The most common ones are bill re-issue, second Direct Debit failed payment, early termination charge and itemised billing. There are other charges but your bill will itemise what they are.

DEPOSITS

Sometimes we might ask you to pay a deposit, so you can use the EE network or activate certain services on your account.

PART CHARGES

Sometimes you might see a part charge or a part allowance on your bill. There are a few reasons why this might happen:

• Changing your price plan or upgrading

• Transferring or changing your number

• Changing your billing date.

CHANGING YOUR PRICE PLAN

If you change your price plan part of the way through your billing period, this will create part charges on your bill. Because you pay a month in advance, we’ll need to refund you for the part of your old plan you’ve paid that’s now going to be covered by your new price plan. You’ll then see the charges for your new price plan on the same bill that you they see the credit/refunds for your old price plan.

WHAT YOU’LL SEE IS:

• A pro-rata refund of the old plan (because it was paid one month in advance)

• A pro-rata charge for the new plan (to cover the date the charge became effective, until your bill date)

• A charge for the new price plan, equivalent to one month in advance.

It’s the same for allowances too. You’ll get a partial allowance and partial refund for your old price plan and a partial charge and partial allowance for your new plan (not forgetting the one month allowance in advance).

TRANSFERRING OR CHANGING YOUR NUMBER

Transferring your number from another network, or changing your number, creates part charges and refunds for both your monthly price plan charges and also the price plan allowances.

This is because the billing system recognises a change to the billing to a specific number. You’ll be charged the standard monthly charge for your price plan. You’ll also get the correct allowance for your plan. You’ll be allocated a partial allowance for your old phone number, plus a partial allowance for your phone number, but together, these will add up to your full month’s allowance.

What you’ll see is:

• A pro-rata refund of the old phone number (because it was paid one month in advance)

• A pro-rata charge for the new phone number (to cover the date the new number became effective, until your bill date)

• A charge for the new phone number, equivalent to one month in advance.

CHANGING YOUR BILLING DATE

If you change your billing date, this will create a refund because we charge you in advance for your price plan up to a specific date. If that date changes, we’ll re-calculate the charges to ensure we are charging for the correct number of days, based on the new billing date. What you’ll see is:

• A pro-rata refund of the price plan up to your original bill date

• A pro-rata charge for your price plan up to you new bill date

• A charge for your price plan, equivalent to one month in advance, based on your new bill date.

 

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"Having received notification that our company’s last business mobile phone provider GEKO an Orange partner had gone into administration we were informed that M-viron were to take over the contract. My first point of contact was Blaine who dealt with everything so professionally and revised our contract so that we were getting the most cost effective package tailored to our various needs. I have dealt with Blaine on numerous occasions as our business manager now and have always been impressed with his knowledge and expertise with great customer focussed care and attention that we now feel totally confident that we have a solid business partner. great work"

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