Other Charges Help

Questions & Answers

I've been charged a £4.50 administration fee - what is this?

Accounts not set up on Direct Debit are subject to a £4.50 monthly fee to cover administration costs. To avoid this fee in future, why not set up a Direct Debit in the My Account section of the site.

My bill shows a charge for paper billing. What is this?

We have introduced an administration charge for paper billing. As a new customer who elects to receive a bill via the post we will charge you £1.48 a month. If you are an existing customer who has recently changed to paper billing you will incur this charge as well.

Why does Onetel charge for paper billing? Other companies don't.

Other companies can hide their charges in the premiums. They also charge for itemisation. We are very upfront with our administration charges. Online Billing is a great way to save £17 per year while also helping the environment. You can still have a paper bill when on online billing as you are able to print your bill off. There is no difference as it's the same format and it is also a very secure way of getting your bills.

I have been charged a late fee - what is this?

Onetel reserve the right to charge you a late fee if your bill is not settled by the due date. In compliance with Ofcoms recent change of legislation, we have changed the way that we charge customers for late payment. Rather than charging 5 for each month the payment has not been received, we will now charge you a one-off fee of £10. To avoid this fee, why not set up a Direct Debit in the My Account section of the site.

How are calls rounded?

UK Talk (Standard UK Talk, Leisure UK Talk, Total UK Talk)
All calls are billed per minute and call charges are rounded up to the nearest penny.
International Talk (Including Calling Card and Mobile Override)
All calls are billed per minute. Calls are rounded up to the nearest penny.
All Mobile Plans
All calls are billed per second. Calls are rounded up to the nearest penny.