manx telecom

Ebill - Need Help?

Ebill is convenient, it provides a detailed breakdown of your phone bill and what's more it saves you money! For more information on what it can do or if you're having problems please use the links below.

What is the eBill Service?

eBill is an electronic email report sent to your registered e-mail address on a monthly basis. The report can be opened using a secure piece of software, once opened you can review your monthly usage.

How is an eBill delivered?

Your eBill is delivered via an email with an encrypted attachment. To open your eBill click on the .rdr attachment and enter your password (this is your account number)

Why have I not received my eBill?

You need to make sure your email address is correct and registered with us. Additionallly you need to check your account is set up to be eBilled. You can do this by logging in to your My Account profile. Under the heading ‘Manage your account and eBill’ make sure an email address is displayed in the eBill column. If no email address is shown it means the account will not be eBilled. Click the ‘Change eBilling’ link and follow the on screen prompts to set up eBilling.

Some Internet Service Providers (ISP's) and mail providers e.g. Hotmail have antispam filters that may block your eBill before it reaches your Inbox placing it in a Junk Mail folder. Emails that have been blocked can be retrieved by following your providers instructions. If this has happened you should be able to add your Manx Telecom eBill to your list of approved senders. Check with your mail provider on how to add addresses to an approved senders’ list; they will be able to provide you with instructions or they may include an online help file on this subject.

Do I need to download any software to access my eBill?

The first time you receive an eBill you will need to download our secure decoder software, to do this click on the link contained in your eBill email or you can download it from this page on our website.

What if I’ve lost or accidentally deleted the software to open the eBill?

The eBill email contains a link to download the decoder. Otherwise the software can be downloaded by visiting this page on our website.

What Browsers are supported?

Your eBill is designed to run on Internet Explorer version 8 & Safari. We can not guarantee your eBill will display correctly on browsers such as Firefox, Opera and Google Chrome.

What Operating Systems are supported?

The eBill reports are designed to run on Microsoft Windows Operating Systems (Windows 2000, XP, Vista and Windows 7) and Apple Macs Operating Systems Tiger (v10.4), Leopard (v10.5) and Snow Leopard (v10.6); the minimum version we support is version 10.4.6.

How can I view a PDF copy of my Bill?

Your eBill is designed to work with the latest version of Adobe Acrobat Reader, currently this is version 10 and can be installed for free from Adobe's website. Please click here to download Adobe Reader.

When I click on ‘View My Bill’ a blank page is displayed.

If this happens, please do the following:

Check the type and version of web browser running on your computer. Compatible browsers are Internet Explorer versions 6.0, 7.0, 8.0 and 9.0 and Safari; your bill may not display correctly if you are using other browsers. You also need to ensure that you have installed Adobe Reader Version 10.
If the 'View My Bill' link continues to display a blank page, open a new Adobe Reader window and click 'Edit' on the toolbar and select 'Preferences' from the drop down list. Select 'Internet' from the list of Categories and ensure 'Display PDF in browser' is ticked, if necessary click 'OK' to save your changes. The 'View My Bill' link should now display the pdf version of your phone bill.
Check Adobe PDF Reader is Enabled. If you use Internet Explorer click Tools on the menu bar and select Internet Options from the drop down list. Next, click the Programs tab and Manage add-ons button. In the Manage Add-ons dialog box ensure Adobe PDF Reader is set as Enabled. If it isn't, select it and choose Enable in the Settings section and click Okay. You may need to re-start Internet Explorer for your changes to take effect.
If you use Internet Explorer 9 check Manage Add-ons. Open a web browser and click the Tools icon or press Alt+X on the keyboard and select 'Manage Add-ons,' ensure the Tool Bars and Extensions is highlighted. Find Adobe PDF Reader and ensure its status is set to Enabled.


	Ensure Adobe PDF Reader status is Enabled. Illustration shows it in Disabled status

How do I print my bill?

To print the pdf file of your bill, open the bill by clicking the 'View your bill' link in the Dashboard and click the printer icon shown in the pdf file's Toolbar. If you cannot see pdf file toolbar or printer icon, right click anywhere on the pdf file and select Print from the short cut menu.

Picture showing part of ebill in pdf viewer

Click printer icon in pdf toolbar to print your bill, or right click anywhere on pdf and choose Print from the shortcut menu option

What are Watchpoints?

Watchpoints let you keep track of the most important dialled numbers and phones.

What are Observations?

Observations provide you with a quick overview of the trends associated with your bill and provide a quick link to a report that will show you more detail.

I have changed my observations and/or Watchpoints, these have not changed on my eBill

You can add and edit your Watch points and Observations throughout the month. However the changes will only be visible on your next report, they won’t be updated in the current report you’re viewing.

My Call records are not shown in my eBill

Your eBill lets you see your account call details. However, due to performance limitations, you’ll only be able to drill into your call detail if you have less than 30 mobiles / and or fixed lines and fewer than 2500 calls. If your account has more than 30 mobiles / and or fixed lines and greater than 2500 calls, then the report will only display summary information. If your account has more than 30 mobiles / and or fixed lines and you need to view full details of calls online then please consider the ebill Analysis application. Ebill Analysis is ideally suited to customers with 30 or more accounts; it provides access to call details via a secure web login. You can find out more information on Ebill Analysis by clicking this link.

I want to change the account name and / or email address

To update your personal details, such as your address or account name, you need to contact us on 624624. If you have changed your email address or want to add another email address you can do this by logging in to your My Account profile. Click on the link ‘Edit your Profile’ and follow the procedure to add a new email address. You will need to click the ‘confirm changes’ link to save your new email address.

Remember My Password

If you previously selected the tick box ‘Remember My Password’ and your password has changed when you click on your eBill a message will be displayed informing you that an incorrect password has been entered. To resolve this remove the tick from the ‘Remember My Password’ box and re-enter your password, your eBill will now open.

What if I no longer want to receive an eBill?

You'll need to login to your My Account profile, select the option ‘Manage your Account including eBill’ and click the link ‘change eBilling.’ Under the column headed ‘eBilling’ click the arrow button and choose ‘Do not eBill’ from the drop down list. Confirm your changes by clicking ‘Submit eBilling changes’ and on the following page click the term and conditions option and press the ‘Confirm Selections’ button. In future your bill will be sent by post to the billing address of your account and you will not receive an ebill. Please be aware that if you choose to revert to paper billing you will not receive any discounts that are available with eBill.

What if I want to query the eBill?

You'll need to contact us by calling 624624. Please have your customer account number to hand when you phone us.