Billing Services
Fixed Service Customer Accounts
We process the charges for calls made on your phone line. Bills
for fixed line telephone service are generally issued on a monthly
basis except where the particular tariff dictates otherwise. The
main elements of the bill are:-
- The cost of calls made from your phone
- Charges for calls via an Operator
- Advance rental for your phone line and any ancillary services
or equipment you may rent from us. This will be charged on a
pro-rata basis if you commence or cease service part way through a
billing period
- One-off charges i.e. fee for connection or installation
- Discounts applicable to the tariff
- VAT at the appropriate rate
Please see the back of your bill for up-to-date information on
the different ways to pay.
Mobile Customer Accounts
Manx Telecom Pay Monthly Mobile customers’ bills are issued
monthly. The main elements of the bill are:-
- Direct dialled and roaming call charges
- GPRS / 3G / HSPA data charges
- Text and / or Picture Messaging charges
- Advance rental for your mobile service and any ancillary
services you may rent from us. This will be charged on a pro-rata
basis if you commence or cease service part way through a billing
period
- Discounts applicable to the tariff
- VAT at the appropriate rate where applicable
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Itemisation
Itemisation can be obtained free of charge by registering online
at www.manxtelecom.com.
If you require a paper statement of all fixed line or mobile
calls, a charge will be made for this service.
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Account Convergence
It is possible to converge separate fixed line accounts and / or
pay monthly mobile accounts onto one phone account.
You will need to complete Account Convergence forms; these are
available on our website, www.manxtelecom.com or by contacting us
on 624624. When accounts have been converged you will be billed
monthly for your telephone services.
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Ebill
You may choose to receive your bill electronically. For certain
products and services ebilling is mandatory, please refer to
service terms and conditions. We will send your bill as an
encrypted file by email to your nominated email address; to access
your ebill you will need to download a decoder from our website,
www.manxtelecom.com.
To receive an ebill you will need to register your fixed line
phone account, pay monthly mobile account or converged account
beforehand with our online My Account service. You will need to
login to My Account, select ‘Manage My Account including ebill’
from the options and follow the steps to change to ebill.
A discount on fixed line rental is provided if it is ebilled.
This saving is not available if it is paper billed.
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Bill Queries
If there is something on your bill which you do not understand
please call us on 624624.
We aim to deal with your problems quickly and fairly, however we
are only at liberty to discuss the account details with the account
holder of the service. In order to assist us, please be prepared to
quote the number of the line or mobile concerned, or your account
number. If your query requires detailed investigation we aim to
provide a full response within 10 working days.
If appropriate we will check the call charges used to calculate
the bill. This may involve comparing past and current use. Please
bear in mind that your overall call charges can be significantly
increased, for example, by a ‘one-off’ lengthy international or
premium rate call (perhaps made by a visitor) or other changes in
circumstances.
If necessary we will check our record of faults and the
equipment at the exchange which handles your calls.
If you have a complaint regarding your bill which the Customer
Accounts department cannot resolve, please refer to the complaints
section at the end of this Code of Practice.
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Difficulties in paying a bill
If you have any difficulty in paying (for example, if you will
be away from your home/business) please contact us on 624624 to
make alternative arrangements. One option is to pay by direct
debit, a simple and convenient way to settle monthly billing.
Please ask for a bank mandate form. Your service/contract may be
disconnected or suspended if your bill goes unpaid. Please see our
disconnection policy.
In cases of genuine financial difficulty we may be able to help
by extending the time for payment or by agreeing to payment by
instalments. This may avoid your telephone service being
disconnected.
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Disconnection Policy
Manx Telecom’s responsibilities to its customers
Manx Telecom will provide a bill to its customers with the due
date for payment indicated on it. This is the latest date a bill
should be paid.
If you advise us that you are having difficulty paying your
bill, we will offer you one or a combination of the following:-
- A Repayment Plan enabling the bill to be cleared over a
period.
- Restricted service to help you avoid incurring more debt.
- Premium rate call barring free of charge.
- Information about monitoring call spend using Manx Telecom’s
online facility
If payment is not received by the due date, we will contact you
by letter, email, text, phonecall or any combination of these
actions, to inform you of the final date for payment.
If payment is not received by the final date for payment or a
payment arrangement agreed, service will be disconnected. A charge
for reconnection may be raised, but this is at our discretion.
Customers who do not pay their bill following disconnection will
be advised in writing that their contract will be terminated
subject to prevailing terms and conditions. The outstanding amount
may be passed to a debt collection agency or we may seek redress
through a Small Claims Court judgment. A connection charge may be
raised in the event that the service is subsequently
reprovided.
We retain the right to disconnect customers without
notice if:-
- You are required to pay a deposit or pay by Direct Debit and
default
- Your application for service is found to be inaccurate or
false.
- Your line is already restricted and you still fail to pay your
bill; cannot be contacted by us; or will not agree a payment
plan.
- You have failed to pay your bill and have had your service
restricted to incoming calls only in the preceding year.
- Fraud is suspected. If abnormal usage is detected, the line may
be restricted to incoming calls only to avoid incurring further
debt until we can contact you and establish the reasons for this
abnormal usage. If appropriate we will then investigate further to
establish if fraud is taking place. We reserve the right to
prosecute in all cases of fraud.
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Customer Responsibilities
We expect customers to:-
- Pay their bills by the date shown on the bill.
- Inform us as soon as possible if there is any reason why they
cannot pay their bill or need more time to pay.
- Pay any undisputed amount of their bill whilst their query is
being investigated.
- Agree with Manx Telecom to restrict the service and pay back
the outstanding bill over an agreed period.
Useful Information
If you are struggling to manage debts, The Office of Fair
Trading provides a free of charge Debt Counselling Service. You can
contact the Debt Counselling Service by calling 686510.
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