Help understanding your bill

One of the main reasons customers get in touch with us is for help understanding their bill. Below we've listed the most common questions we receive and some answers.  If you're still not sure why your bill's high, contact our Help team - they'll be happy to go through it with you.


Why is my bill higher than last month?

We know how frustrating it can be when your bill is higher than you expect.  There are a few different reasons why this can happen which we've listed below.  We recommend registering for My Account and tracking how much you've used regularly to help avoid nasty surprises at the end of the month.

  • Unusual usage: Have you used your mobile more than usual in the last month? Going outside of your bundle allowance costs more and can catch you by surprise if you've been on the phone more.  Check your allowance and usage on My Account.
  • Data use: It's sometimes possible to go through your data allowance quickly without realising it, by doing something on your phone that uses a lot of data, such as downloading or streaming a big file, or tethering.  Also, if your Wifi drops when your phone is connected to it, then your mobile may revert to using your data allowance.  Again, this can use up your allowance more quickly than you expected - visit our 'Managing data' page for more information.
  • Premium numbers: Have you called or texted premium numbers from your mobile? Premium numbers include competition entries, directory enquiries and some customer service numbers.  They usually start with 08... and are charged at a higher rate than normal UK calls.
  • Calling or texting abroad: If you've been messaging someone overseas, then this falls outside of your allowance and will cost more.  Please visit our detailed price plan information section to see our full list of charges.
  • Hang-up error: With modern smartphones it's possible to think you've ended a call when you haven't.  Check My Account for any unusually long call connection times.


Why have I been charged for data?

There can be times when you haven’t used the internet much or at all, but you’ve still got a data charge on your monthly bill. There's a few reasons for this:

  • Videos attachments: Website pages, such as news sites or social media sites, can use up more data allowance if they have videos and adverts embedded.
  • Facebook video auto-play:  If your Facebook settings let it play video automatically then this can use up your data allowance more quickly. You can change these settings by going into Facebook's account settings, select ing ‘videos and photos’ and making sure videos only play automatically when you're connected to Wifi.
  • Apps running in the background: Some apps may be running in the background even though you're not actually using them.  This eats up your data (and drains your battery).  You can check your app settings in your phone settings menu and switch off the ones which use the most data.
  • Dropping off Wi-Fi: If you're using your phone on Wifi and the connection drops out, many phones revert to using your mobile data allowance without you realising it.  This can end up being costly, especially if you're downloading or streaming big files.
  • Network delays: Sometimes there can be a delay between your usage and it registering on our network, which means you think you're within your allowance but you're not. We recommend you also monitor your data use on your phone: Android phones have a preinstalled mobile data monitor where you can set your billing cycle and track your monthly usage. On IPhone, in 'Cellular 
  • Settings', you can reset the usage tracker each month to keep tabs on much of your data allowance you've used.
  • Data costs vary: Some types of data use can use up more of your allowance than others. For example, watching videos will use a considerably larger amount of data in comparison to browsing websites or instant messaging.

 

Why is my first or final bill more than my price plan?

  • I just joined: your first bill will typically be higher than your monthly line rental because it includes next month’s line rental in advance, your charges for your first month, and any charges for the extra days of the month that you started your contract.  For example, if you joined Talkmobile on the 6th of the month, and our billing cycle is from the 14th of the month you joined to the 14th of the next month, we'd charge you an extra 8 days from the 6th to the 14th.
  • I just upgraded: If you have just upgraded with us - your new bill will show the final charges for your old price plan up to the date that you upgrade. It will also show details of your new price plan, from your upgrade date until the end of the month. But don’t worry; your bills after this first bill will only detail one month’s charges.
  • I just cancelled: If you cancel your plan after the end of your contract period, your final bill will include any out of allowance charges up to the time you leave us.
  • You’ll also be reimbursed for your line rental, which you'll have paid in advance.
 

Why did I exceed the limit that has been set on my account when it should restrict me?

All Talkmobile customers have a monthly Credit Limit when starting a contract with us, however it should not be used to 'cap' your bill charges, as delays in network data can mean you accidentally go over your limit.

  • Your 'out of allowance' limit: We set your out of allowance limit to £50 by default. This helps prevent anyone running up big bills on your account if your phone's lost or stolen. The £50 limit resets every month, just like your allowance.

    Once you've gone over £50 we'll send you a text to let you know. You'll probably also notice that some services aren't working.

    Even though we put a limit on your spend, we recommend you don't use this as a way to cap your bill. This is because it can take a while for what you use to appear on our systems. You could think you were under the £50 limit but, in fact, be over.