Billing Queries


How do I read my bill?

We pride ourselves on our transparent services but we understand that sometimes it can be hard break down everything on your bill. As such we have provided a helpful guide below of how your charges appear and how to understand what they mean.

PDF icons Download how to read your bill.

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Why is my first bill higher than I expected?

Although we bill our calls in arrears we bill our recurring services such as line rental and broadband in advance. This means on your first bill you will be charged for the remainder of the month you switched to us as well as receive an advanced charge for the next.

You will see this on the bill as the “charged from” and “charged to” dates will be longer than a standard month. This will settle to a normal fixed monthly rate from your second invoice.

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How can I view my bills?

We can send your bills to you each month either emailed as a PDF or posted as a hard copy (this carries a fee of £1.50 per month) but we also have a free online billing portal called My.Phone.Coop. This portal is accessed through our website and allows you to:

  • View and download all your invoices
  • Set up usage alerts on specific services
  • Download raw call data as an excel file

This is activated automatically when you become a customer but if you require your log in contact the business services team on 01608 434 070 for this information. There is also a helpful video tutorial of how to use this below.

Logging in and viewing invoices

Log in and view invoices from Phone Co-op on Vimeo.

Viewing and downloading your call data

Viewing your calls from Phone Co-op on Vimeo.

Setting up alerts

Setting up Alerts from Phone Co-op on Vimeo.

Routing your inbound numbers

Routing your numbers from Phone Co-op on Vimeo.

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Any other questions

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