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  • I've seen a telephone number that I don't recognise

    • There is a National Numbering Plan in the UK that is designed to be easy to understand and consistent across the country. The plan shows what numbers are used by different types of service. Depending on what TalkTalk package you have bought, the prices will vary and we recommend that you look to www.talktalk.co.uk/pricing for more detailed information about the price of calling from a TalkTalk line.

      If you still have questions about a number on your bill, you can get further detail on our Common Number page talktalk.co.uk/commonnumbers. Just type in the number at the top of the page and it will explain a non-geographic number (e.g. business, government, discounted numbers etc). The table below shows the major categories of numbers.

      Number

      Sub-Range

      Use

      00

       

      Access for international calls.

      01

       

      National geographic numbers in the UK.

      02

       

      National geographic numbers in the UK.

      03

      030,033, 034 and 037

      National non-geographic numbers with calls charged at or below rates for geographic numbers.

      04

       

      Not used.

      05

      0500

      Numbers that are free to call.

       

      055

      Corporate numbers.

      06

       

      Not used.

      07

      070

      Personal numbers.

       

      076

      Radio paging calling.

       

      071 – 075
      077 – 079

      Mobile telephones.

      08

      0800, 0808

      National numbers that are free to call.

       

      0820

      National numbers for Internet for school services.

       

      0844

      National numbers – please refer towww.talktalk.co.uk/pricing for your pricing information

       

      0845

      National numbers – please refer towww.talktalk.co.uk/pricing for your pricing information

       

      0870

      National numbers – please refer towww.talktalk.co.uk/pricing for your pricing information

       

      0871, 0872

      National numbers – please refer towww.talktalk.co.uk/pricing for your pricing information

      09

      090, 091 and 098

      Numbers for special services where premium rate call charges apply.

      1

      Includes:

      Access to services and facilities.

       

      100

      Operator.

       

      112

      Emergency Assistance.

       

      118xxx

      Directory Enquiries.

       

      141

      Dialling 141 before you dial a number means that your number will be withheld. This service is called blocking your calling line identity (CLI).

      2 - 8

       

      Not used in the National Number Plan, but may be used for local dialling to geographic numbers and as ‘short codes’ from mobile telephones.

      9

      999

      Emergency assistance.


    • View More: TalkTalk I've seen a telephone number that I don't recognise
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    • View Answer at http://help.talktalk.co.uk/app/answers/detail/a_id/1627/related/1
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  • Understanding your online bill

    • To access your online bill, follow the steps below:

      1. Go to My Account.
      2. Enter your Email address and Password and click Log in.
      3. Click Bills & payments on the left menu.
      4. Click Summary.

      Your online bill is much more detailed than your regular paper bill and can look complicated at a first glance. Here, you can find out how to get the information you need from your online bill, as well as some suggestions on how to choose the right Boosts and calling features to help you to save money on your bill.

      Setting up online billing

      To view your bills online, you must sign up to My Account and set your billing method to online billing. If you haven't already done this, please see: How do I sign up for online billing? There, you'll find step-by-step instructions on how to set up online billing.

      Your online bill explained

      To help make your online bill easier to understand, please see the pdf here. This expalins all the areas of the bill.

      Itemised calls

      Click Itemised calls on the left where you'll find details about each of the calls you've made. The details you can see are:

      • Call type - for example, national, international or mobile
      • Date and time the call was made
      • The number that was dialled
      • Destination
      • Call duration
      • Cost of the call (including VAT)

      You can sort the list of calls according to any of these details. This makes tracking certain types of calls easier. For example, if you want to see all the calls made to a particular number, clickNumber at the top of the list and the list will be sorted numerically. Scroll through the list to find the number you want to see, and all the calls made to that number will be listed together, regardless of the date and time the call was made.

      Note: The list is automatically sorted by date. If you wish to return to this view, click Date at the top.

      Frequently called numbers

      Click Frequently called on the left to find out which numbers you dialled most frequently. You can you use the information in this area to decide what Boosts and calling features can save you money on your monthly bills. This area can also help you to decide which numbers should be included in your Calling Circle.

      Call analysis

      Click Call analysis on the left for a breakdown of the types of calls that you make most frequently. You can you use the information in this area to decide what calling features can save you money on your monthly bills. The types of calls you make can help you to help decide what Boosts to choose to save money on your bills.

      Manage bill method

      You can choose your billing method by clicking Manage bill method on the left. You can choose online billing or paper billing. Paper billing costs £1.48 per bill printed. Select the option you want and click Confirm.

      Payments

      The Payment option on the left allows you to set up or change your direct debit details. You can also make a one-off card payment in this area.

      Looking for an explanation of your paper bill? Please see: How do I read my TalkTalk paper bill?


    • View More: TalkTalk Understanding your online bill
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    • View Answer at http://help.talktalk.co.uk/app/answers/detail/a_id/1529/p/1736/r_id/113152
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  • Can I change my direct debit date?

  • Are there charges for late payments?

  • How do I set up Direct Debit by post?

    • The fastest way to set up Direct Debit is online. Learn how to set up Direct Debit using My Account.

      Why pay with Direct Debit?

      Setting up Direct Debit means less hassle for you, and ensures that we can collect the right amount of money from your bank account on the correct date. We will notify you at least three days in advance of collection and all you have to do is ensure that there are sufficient funds in your bank account to pay the amount.

      • Spend less time every month doing paperwork.
      • Avoid the risk of your phone or broadband being disconnected or your account being suspended due to a delay in payment.
      • It's free -- avoid any unnecessary fees.

      Setting up Direct Debit

      Use these directions to set up Direct Debit by post. Alternatively, learn how to set up Direct Debit using My Account.

      To set up Direct Debit do the following:

      1. Download and print the Direct Debit mandate form.
      2. Fill out the form with your details.
      3. Send the completed form to:
        TalkTalk Telecom
        11 Evesham Street
        London
        W11 4AR

      Note: It takes seven days to process a direct debit form from the day that we receive it. If you are changing banks, or your mandate will not be set up in time, please make an online payment now to allow time to process your Direct Debit form.


    • View More: TalkTalk How do I set up Direct Debit by post?
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    • View Answer at http://help.talktalk.co.uk/app/answers/detail/a_id/1509/related/1
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  • How to pay your TalkTalk bill

    • There are many different ways to pay your TalkTalk bill. It's simple to change the way you pay your bill by using My Account.

      Direct Debit

      Direct Debit is the easiest way to pay your bill. All charges including packages and calls will be deducted from your account after your bill date.

      If your Direct Debit payment is unsuccessful for any reason, you can pay by another method listed below.

      Reasons to pay with Direct Debit:

      • Saves you time every month because your bill will be paid automatically.
      • Avoids the risk of your phone or broadband being disconnected or your account being suspended due to a delay in payment.
      • Gives you time to check your monthly bill. It also gives you advance warning of the amount to be debited with sufficient time to raise any queries before the Direct Debit is made.
      • Paying by Direct Debit is free -- there is no additional charge to pay by Direct Debit.

      Find out How to set up Direct Debit for TalkTalk.

      Find out How to update your Direct Debit details.

      One-off payment via My Account

      You can make a one-time payment online with a debit or credit card. We accept Visa, MasterCard, Visa Debit and American Express.

      One-off payments made in addition to a regular direct debit are free.

      Using the one-off payment approach as your only payment method for a month's bill costs £4.50.

      Find out How to make a one-off payment via My Account.

      For more information on one-off payments, see What is the Make a One-off Payment function in My Account?

      Automated phone service

      If you prefer to pay over the phone, the fastest way is via our automated telephone service. It's available 24 hours a day and calls are free from your TalkTalk home phone.

      To make a payment, call 0870 087 8749 and follow the payment instructions. For step-by-step instructions, please see: How can I pay my TalkTalk bill over the phone? To make a payment over the phone you'll need the following details to hand:

      • A valid debit or credit card (unfortunately we do not accept American Express, Diners Club or international credit cards)
      • Your registered TalkTalk telephone number (if you're not dialling from that number)
      • Your TalkTalk account number (you can find this on your most recent TalkTalk paper bill or on your online bill in My Account)

      Online/telephone bank transfer

      You can pay your bill using your bank's online or phone transfer facility. You'll need to follow the instructions provided on your bank's web site or on their automated phone service to set up a transfer to the following TalkTalk HSBC bank account:

      • Name of bank: HSBC
      • Account name: TalkTalk Telecom
      • Account number: 61299565
      • Sort code: 40-02-50

      Please ensure to enter your TalkTalk account number as the reference number. You can find this on your most recent TalkTalk paper bill or on your online bill at My Account.

      Bank transfer

      You can go to your bank and request a money transfer to TalkTalk. When completing the form, use the following details:

      • Name of bank: HSBC
      • Account name: TalkTalk Telecom
      • Account number: 61299565
      • Sort code: 40-02-50

      Please ensure to enter your TalkTalk account number as the reference number. You can find this on your most recent TalkTalk paper bill or on your online bill at My Account.

      A bank giro payment takes 5 to 7 calendar days to complete.

      Over the phone

      If you Call our Customer Services department we can take a card payment over the phone.

      Cheque

      If you want to pay by cheque, send it to the following address:

      TalkTalk Group,
      PO Box 953,
      Camberley,
      GU15 9FD

      The cheque must be made payable to TalkTalk Telecom LTD. Please write your TalkTalk account number and/or landline telephone number on the back of the cheque. Please include the remittance slip that can be found on the bottom of your bill. This will make it easier for the Cashiers to allocate the cheque payments and prevent missing payments.

      A cheque payment can take up to 14 calendar days to complete.


    • View More: TalkTalk How to pay your TalkTalk bill
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    • View Answer at http://help.talktalk.co.uk/app/answers/detail/a_id/1510/related/1
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  • How to make a one-off credit card payment via My Account

    • It's quick and easy to make a one-off credit card payment with My Account. It's the fastest way to pay your TalkTalk balance.

      How to make a one-off card payment

      If you don't use My Account already, first you'll need to register for My Account.

      1. Go to the one-off payment section of My Account and login
      2. Enter your credit or debit card details.
      3. If the address used in My Account is the registered address for your credit or debit card, you'll need to select Enter a different address.
      4. If you are entering a different address, and it is a UK credit or debit card, you can search for the address by entering the House name or number and Postcode, and clicking Look up. If you do this, the address will automatically be entered into the address box. If the address is not found, or if it is a non-UK card, you must manually enter the address.
      5. If you owe money, the payment amount box will automatically display the same amount as the account balance in the summary at the top of the screen. If you want to change this amount, simply enter the new amount you wish to pay.
      6. Once you are happy that all of the details are correct, click Make payment.
        Note: Once you have clicked the Make payment button, you will be asked to confirm, cancel or modify your payment. Once you click Confirm, do not refresh the page or click the back button on your browser.
        This is to prevent a duplicate payment being made.

      If the payment was processed successfully, you will see a confirmation screen where you canprint a receipt or continue to the My Account Summary screen. The successful payment will be visible on My Account the next time you sign in.

      If the payment does not go through then you will see a pop-up message explaining that the payment request failed and the payment could not be taken. It will also explain whether payment was not processed due to authentication failure, card verification failure or payment decline. If this happens, you can try another card, or Contact us.

      Note: If you use Direct Debit

      If you have Direct Debit set up with TalkTalk and you make a one-off payment online within 2 working days of the Direct Debit extraction date, the Direct Debit will be taken in addition to the one-off payment. If this applies to you, a notice will be displayed at the top of the One-off card payment screen when you follow the steps below.


    • View More: TalkTalk How to make a one-off credit card payment via My Account
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    • View Answer at http://help.talktalk.co.uk/app/answers/detail/a_id/1690/related/1
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  • How can I pay my bill?

    • There are a number of ways to pay your BT bill. You can set up a Monthly Payment Plan (where you pay a set amount each month) or a Whole Bill Direct Debit (where you pay your whole bill automatically when it is due). Alternatively you can pay by credit or debit card online, over the telephone, bank transfer, cheque or cash.

      It's worth noting that your bill will show that we charge in advance for our services. Your first bill will also include charges for any calls you have made in the first few days of having the service.

      Pay online

      See your latest bill and pay it online by credit or debit card now at My BT.

      We accept Maestro (Switch), Solo, Visa Delta, Visa Electron, Visa and Mastercard.

      Monthly Payment Plan

      Spread the cost of your bills over the year by paying a set amount each month by Direct Debit on the day you choose. Monthly Payment Plan is subject to status. To set up a Monthly Payment Plan, visit www.bt.com/payments or call our automated telephone service on 0800 44 33 11. You will need your bank account details.

      Whole Bill Direct Debit

      Automatically pay the whole of each bill when it is due by Direct Debit. We give the date on your bill when we'll collect payment (normally 10 days after the bill date). To set up a Whole Bill Direct Debit, visit www.bt.com/payments or call our automated telephone service on 0800 44 33 11. You will need your bank account details.



      Information about the payment processing fee

      Customers choosing not to pay by Whole Bill Direct Debit or Monthly Payment Plan will be charged a payment processing fee of £1.80 a month / £5.40 a quarter. The payment processing fee will be charged by BT Payment Services Ltd, a separate BT Group company. This fee is one of the lowest in the industry.

      Over the telephone

      Pay your bill with your credit or debit card by calling our automated telephone service on 0800 44 33 11.


      Please have your bill handy so you can check any details you'll need. We accept Maestro (Switch), Solo, Visa Delta, Visa Electron, Visa and Mastercard.

      Bank transfer

      You may be able to pay your bill through a simple bank transfer from your current account, over the phone or online. We don't charge for this facility, but you should check with your bank or building society concerning any charges or terms and conditions that might apply. You will need to quote our bank account number (00375853) and sort code (20-00-00). You may also be asked for a reference number - please use your BT account number (shown at the top of your bill, for example EA12345678).

      Cheque

      Make your cheque payable to BT Payment Services Ltd; cross it A/C payee only and write your account number on the back. Send the cheque and completed payment slip to Telephone Payment Centre, Durham, DH98 1BT (or use the envelope provided). We don't accept post-dated cheques. Don't send cash by post.

      Cash

      Use your BT Payment Card to pay your bill in full or make payments towards it, providing you pay the full balance by the date stated. You can pay at PayPoints in supermarkets, newsagents, stores or petrol stations displaying the yellow PayPoint sign. Alternatively, please take your bill and barcoded payment slip to any PayPoint outlet. Please retain your receipts.

      Late payment charges

      Please pay your bill promptly as failure to do so could lead to a late payment charge of £7.50. Switching to Monthly Payment Plan or Whole Bill Direct Debit means there's no risk of getting a late payment charge.

      There is no need to call us to let us know you have paid your bill.


    • View More: BT How can I pay my bill?
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    • View Answer at http://bt.custhelp.com/app/answers/detail/a_id/9855/c/761
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  • I think I've been charged twice for a service

    • When you change your telephone calling plan, calling feature, a broadband or BT Vision package (like changing from a Silver Value Pack to a Gold Value Pack) you may get a bill that's confusing or looks like you've been charged twice.

      Don't worry, you won't be charged twice. But because BT charges in advance for our services, you'll see charges for both your old and new services on the bill - even though your old service has been cancelled. You'll be refunded what you paid in advance for your old service on the same bill that shows the advance charges for your new service.

      This can also happen when BT renames or reprices our products and services. When name changes occur, it is common to see that you've been refunded for the old product name and then charged the same price for the new product name.

      There may be other reasons why you think you have been charged twice, please use the links below for further information:

       

      Example of a bill after a package or plan has been changed

      1st MayMr. Smith is on the Unlimited Evening and Weekend Plan and is charged in advance for his service. This is shown on the bill he gets every three months.
      Mr. Smith's bill is issued on 1st May and will show the standard advance charges from 1st May to the 31st July, as shown below.

      Standard charges on bill

      23rd MayOn the May 23rd Mr. Smith calls BT to change from the Unlimited Evening and Weekend Plan to the Unlimited Anytime Plan. Because he's already been charged for the Unlimited Evening and Weekend Plan on the bill from the 1st May, the changes he's made will be shown on his next bill.

      1st AugustWhen Mr. Smith's next bill is produced on 1st August, he can see the changes to his rental charges. You can see from the highlighted area on the bill pictured below that Mr. Smith has been refunded the charges he's paid in advance for his old Unlimited Evening and Weekend Plan.

      This refund is from the time Mr. Smith changed the package (23rd May) until the end of the previous billing period (31st July). The refunded amount shows as -£35.63.

      Refund of charges

      On the same bill, Mr. Smith is charged for that same period of time for his new Unlimited Anytime Plan - highlighted below.

      Charge for new package

      Mr. Smith is also charged the standard advance charges for his new Unlimited Anytime Plan for the period of the new bill (1st August to the 31st October) - shown below the highlighted area in the picture above.

      Note: charges used in the above images are for demonstration purposes only and do not reflect actual prices.

      Charged for free Caller Display or BT Privacy

      The Caller Display service is only free as part of BT Privacy, if you make two chargeable calls each month. Click on the link below for more information:

      BT Privacy BT Privacy

      Charged for equipment you no longer have

      If you're being charged for equipment (such as a rented phone or bell), which you no longer have, please contact us using the link below.

      Contact Us Contact Us

      Line Rental Saver

      If you've taken up the Line Rental Saver Offer, your next bill will be adjusted to include the payment you have made. If you pay your bill by Monthly Payment Plan, your monthly payment may also be adjusted.

      I've checked all of the above, and still think I've been charged twice

      Unfortunately mistakes can sometimes happen. Where the mistake is a genuine error on our part we'll do our best to rectify the mistake quickly. If you believe you have been charged for a product or service more than once, please contact us using the link below:

      Contact Us Contact Us

      Further information

      I don`t understand the `advanced line rental` on my billI don't understand the 'advanced line rental' on my bill
      Where can I find a breakdown of my BT rental charges?Where can I find a breakdown of my BT rental charges?
      What is Line Rental Saver?What is Line Rental Saver?


    • View More: BT I think I've been charged twice for a service
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    • View Answer at http://bt.custhelp.com/app/answers/detail/a_id/12763/c/761
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