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Charges made to your account

Charges

Charges made to your account may at times appear confusing; before you reply to the e-mail or call the customer service line, here are a few of the basics.

Payment Dates for Pay As You Go, Daytime or Anytime

The day that you first sign up for Tesco internet access Pay As You Go, Daytime or Anytime account is considered to be your billing date. This cannot be changed once in place.

On or around this date each month our billing department starts the transaction for payment. Once the transaction has begun, you have a ten day ‘grace period’ before the amount outstanding is taken from your account either via credit card or Direct Debit (depending on the details you have given us when signing up). This is required by law to give you the opportunity to dispute the amount to be taken.

You will be informed of the outstanding amount via e-mail to your Tesco.net e-mail address on the first day of this grace period.

Payment dates for broadband accounts

The day that your Tesco broadband account is activated is considered to be your billing date. This cannot be changed once in place.

On or around this date each month our billing department starts the transaction for payment. Once the transaction has begun, you have a ten day ‘grace period’ before the amount outstanding is taken from your account either via credit card or Direct Debit (depending on the details you have given us when signing up). This is required by law to give you the opportunity to dispute the amount to be taken.

You will be informed of the outstanding amount via e-mail to your Tesco.net e-mail address on the first day of this grace period.

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Pay as you go payments

Pay As You Go accounts are charged directly to your chosen payment method on your billing date. No charges are made to your BT telephone bill.

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Fixed rate charges

Fixed rate charges for Tesco Anytime, Tesco broadband and the unmetered portion of Tesco Daytime are charged directly to your chosen payment method on your billing date. Charges for fixed rate accounts are made one month in advance. No charges are made to your BT telephone bill.

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Tesco internet access pro rata charges due to change of package

If you have changed your package from one type of account to another, you may see a pro rata charge on your bank statement. This is because you have used a part month on one scheme, and the rest of your billing period on another.

e.g. assuming your billing date is the 1st of every month, and you change package on the 16th of the month:

1st January – 15th January using Daytime service,
16th January – 31st January using Anytime service.

Your bill for that month would therefore be:

(pro rata charge for Daytime service between 1st January – 15th January) + (1 month Anytime service in advance) = Total month’s bill.

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Further assistance

If the sections above have not resolved your issue, then please check the other sections within our help pages.

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