Landline Switchover - Billing FAQ's
Written by KCOM Support on 24/05/2024. Posted in Phone.
Landline Switchover - Billing FAQ's
You will receive two different bills when we complete your Landline Switchover. This is because we are having to cease your account to make way for a brand new account which is completely Fibre while retaining the same account reference. This can be confusing so we have explained what your bills may look like.
What can I expect my bills to look like on the new Billing system?
As part of our move to a new digital network, you will start receiving bills from our new billing system, which will look slightly different. i.e VAT inclusive billing.
Direct Debit: If you pay by Direct Debit, you don't need to change any details or collection dates. Our system will produce and send your bill as usual and collect the payable amount on your regular payment date.
Other Payment methods: If you pay manually, continue making your normal monthly payment at the usual time and rate. Our system will handle any necessary refunds or additional charges to ensure you pay the correct amount.
Your final bill on the old system will show both refunds and charges to account for the transition period. Despite these adjustments, the total amount you pay will remain consistent, and your regular billing cycle will not be affected.
Your first bill on the new system will be a pro rata bill, for example, if you were migrated on March 18th and your billing date is April 1st, you will be billed from March 18th to March 31st and from April 1st to April 30th, totalling 44 days. This final bill will detail all charges, credits, or balances due.
Here is an example of what a Landline Switchover bill may look like:
What will your charges look like
Here is a picture of how these charges may be presented to you:
What do I need to do with my direct debit
You do not need to do anything with your Direct Debit as this will be moved over automatically to your new account.
What if you are due a credit
If you have gone through the Landline Switchover, it is when the copper line is closed on our old system and migrated to the new system, it creates a final bill on the old copper account and starts a fresh billing for the new account. Now, the credit will be transferred to your new account to cover for part of the 1st pro rata billing on the new account.
- For example: If you are usually billed £40 each month then we migrated you to a Full Fibre account which puts a credit of £15 on the old account, when the new account starts billing, the first bill will be £55 and that £15 credit will cover for what looks like an extra charge. You will then go ahead with the usual payment of £40. Although you will see a bill for £55 but on same bill, it will show amount due for payment as £40 because the £15 credit has taken care of the extra charges.
Was this article useful?