Paying your Plusnet Mobile bill
Bill payment FAQs
How does my mobile bill work?
You'll get your bill on the same date every month and we'll take your payment by Direct Debit. You can choose to pay all or part of it as a one-off payment by credit or debit card at any time before that date. But bear in mind that if you do that too close to your Direct Debit date, we'll still take that payment too.
Your bill's made up of five different sections, which include what you've still got to pay, as well as credit you've got for anything you've already paid:
- Your monthly line rental.
- Any charges you haven't paid since your last bill.
- Any calls you've made outside your plan, like 0845, 0844 and 09 numbers.
- Any texts you've sent or data you've used outside your plan.
- Any credit you've got on your account.
- VAT added to the total amount and charged at 20%.
Where can I see a breakdown of my mobile bill?
You can check everything you're paying as part of your mobile phone service by logging in to your Plusnet Mobile account. And you can print your bill from there if you need to. Alternatively, you can see a breakdown of your bill via our mobile app.
If you'd like a paper copy of your bill or a VAT invoice, just get in touch.
How can I pay?
We'll take your monthly payments by Direct Debit, which you'll need to set up when you start your Plusnet Mobile account with us. Here's what you need to know about your Direct Debit.
- You'll pay monthly.
- It's best for making sure you never miss a payment.
- There's no need to update your account details once it's set up.
- You'll need to make sure you've got enough money in your account when your payment is due.
Can I change my Direct Debit date?
You can change the date we take your Direct Debit payment depending on which dates are available. To do that, log in to your Plusnet Mobile account. We'll still send you your bill on the original date though.
Can my Direct Debit be in someone else's name?
Yes, you can arrange for someone else to pay your bill as long as they've got a UK bank account that allows Direct Debits. Just get in touch.
If you've already got a Direct Debit set up with us, the person who will be paying needs to be with you when you call us.
What happens if my Direct Debit fails?
This can happen if you haven't got enough money in your account or there's a problem with your Direct Debit.
We'll text you to let you know if your payment doesn't go through. When that happens, you'll need to pay using a debit or credit card within 48 hours. If you don't pay within that time, we'll need to stop your mobile services and suspend your account.
We'll then try to take your payment again five working days from when your Direct Debit failed. If we still can't take your payment, your account will stay suspended and we'll charge you a £15 admin fee.
How do I make a one off payment using a debit or credit card?
Why is my service suspended?
You should've had a text from us telling you that your account's suspended and why. That text will also tell you what you need to do to get your service back up and running again. If you haven't heard anything from us, just get in touch.
Will I still be able to receive calls or texts if my service is suspended?
You'll still be able to answer incoming calls, read texts and use Wi-Fi. But you won't be able to send texts or use any data. The only outgoing calls you'll be able to make will be to the emergency services. Any other calls you make will go through to us.
Why can't I make calls even though I've paid my bill?
There might've been a delay in us getting your payment. If you think that's happened, just get in touch.
I think I've been charged too much for a premium rate call – what can I do?
How can I change my account details?
You can change your email address, home address, contact number or the date we take your Direct Debit by logging in to your Plusnet Mobile account.
I can't remember my username or password – what can I do?
For a reminder of your account username, check the welcome email or letter we sent you when you joined Plusnet Mobile. If you can't find it, go to your Plusnet Mobile account where you'll see an option for forgotten usernames at the top of the page. Or get in touch.
When you signed up with us, we sent a welcome email or letter containing an automatic password. We'll have then prompted to change it to something you chose yourself. Your password is the one you chose. If you've forgotten it, no problem. Just go to your Plusnet Mobile account. You'll see an option for forgotten passwords at the top of the page. Just click it and follow the steps from there.
Will I be charged for read receipts?
Don't worry, there's no charge for getting read receipts.
What if my bill's wrong, or I'm having problems paying?
If you think you won't be able to pay your bill or the amount you've got to pay is wrong, get in touch with us.
I'm coming to end of my mobile allowance – what do I do?
If you’ve used all your allowance of data, minutes or texts you might need to get a Bolt-on. This will let you buy some extra allowance up front to last until the end of the month. If this seems to happen every month, you may want to change your mobile plan to help save you money. You can do this by calling 0800 079 1133.
How do I check my monthly allowances?
Just log into your mobile account and you’ll get a summary of your current usage allowance. From there you can also see your historical usage.
How do I check my mobile plan?
For information on your Plusnet Mobile contract, visit your mobile account.