Why should I merge my BT accounts?
In the past we’ve sent you multiple bills for your different BT services. We can now make this simpler for you by bringing all of your BT products and services under one account.
Benefits of the merged bill:
- Easier and quicker for you to manage your costs and payments and view your bills online
- Less cost if you pay Payment Processing Fees* and/or Paper Bill Fees
- Less paper used
- Less duplication and cost in our billing processes
*From 13 January 2018, the Payment Processing Fee is only payable by customers who entered into contracts with BT for products on or before 17 July 2017.
Any customer who entered into a contract for products on or after 18 July 2017 will no longer pay the Payment Processing Fee.
If you are eligible to pay the Payment Processing Fee, the fee will not be charged on initial (first), supplementary (interim), or final (last) bills.
The fee is £6 a month for each bill (or £18 a quarter, if you pay quarterly), VAT is added to these charges.
You'll see these in the 'Payment Charges' section of the bill.
You didn't tell me you were going to do this
We wanted to give you as much notice as possible - so before we did the merge we contacted you by email or letter, and where possible, informed you on your bills.
Will my phone or broadband services be affected?
No. There are no changes being made to the services you have with us. We’re just moving the products and services to be billed under one of your accounts.
Which account will have services moved to it? Why did you move services to one of my accounts rather than the other?
We’ll move your products and services to one of your existing accounts. To keep things simple, we’ll usually move all of your products and services to an account paid by Direct Debit. If not, we’ll move them to an account where you have paper-free billing. If this has not been possible we will add services onto your account with your phone service, or to an account that you've had longest.
I pay these bills on different dates or by different payment methods. Will they change?
We’ll send an email or letter to explain which account the products and services will be billed under. Going forward the account with all of your products and services under will retain the same bill date, payment method e.g. Direct Debit, and bill frequency e.g. monthly.
Will you keep taking the Direct Debit for my old billing account?
No. When we move your products and services under the one account we’ll close the other accounts and stop any Direct Debits for the accounts being closed.
My Direct Debit has increased, why is this?
Please review your bills. If all of your products and services are now under the one account this is because we have merged your accounts. Instead of making separate payments for different accounts you’ll only need to make one payment through the Direct Debit on the account we’ll continue to bill you on.
I used to pay some of my accounts by cheque
If all of your products and services are now under the one account this is because we have merged your accounts. To keep things simple, we’ll usually move all of your products and services to an account paid by Direct Debit.
Will I still get paper bills if you move my products and services from my paper billed account to my paper-free account?
No. To keep things simple, we’ll usually move all of your services to an account where you have paper-free billing. We'll stop sending paper bills and you'll be able to see everything online. Anything you've used recently for the services will be moved to the account that is remaining open.
I review my bills online. Will I still be able to see all of the information on my bill?
Yes. After your accounts have been merged, the charges for your products and services will be shown on one account. This is displayed in the different sections of your bill.
Charges and information on your old accounts will also still be available online, if your account was registered to your online profile.
My phone charges now appear on my broadband account. Am I being charged twice?
No. You've not been charged twice. If all of your products and services are now under one account, this is because we have merged your accounts.
My broadband charges now appear on my phone account. Am I being charged twice?
No. You've not been charged twice. If all of your products and services are now under one account this is because we have merged your accounts.
Before you merged my accounts, my other account was in credit. What will happen to the credit?
The credit will be transferred to the account where we moved your products and services to. This will show on the next bill for that account.
I have more than two accounts. Can I get one bill from one account for all my BT services?
If it's possible, yes, we’ll move all of your products and services under one of your existing accounts at the same time.
However, if you've taken a bundle, we're only merging two accounts together at a time. This means we may not have merged all of your products and services from other accounts under one account yet, but we’ll add any other products and services you have on separate bills as soon as possible.
I asked for a bundle product and one of my accounts has been closed. Why is this?
To benefit from the price reduction through a bundle, the products within the bundle need to be on the same billing account. For example, if you already had phone and broadband billed separately on different accounts, we'll merge these accounts first so you can benefit from the bundle discounts. This should have been explained and agreed when you ordered your bundle.
I received a bill after the date you said you were going to merge my accounts. Why is this, and am I being charged twice?
No. You're not being charged twice. In some cases there may be a delay moving your products and services under one account. If this happens we'll continue to bill you as normal until we’ve moved the products and services to that account. Please pay the bill as normal.
You said you were going to merge my accounts, but I am still receiving separate bills. Why is this, and am I being charged twice?
No. You're not being charged twice.
In some cases it is not possible to move all of the products and services under one account. If this happens, we'll send you an email or a letter to tell you and we'll continue to bill you on separate accounts. Please continue to pay these as normal.
I have entered "Your reference" and my account number but it says that these details are not recognised.
Your reference is in the format P12345678.
Please enter the full account number. You can find out about account numbers here.
If this combination isn't recognised, it may be that the account number isn't considered in the account merge. Please re-enter with the full account number which is partially shown on the email/letter.
I want to see the account details involved in the merge.
You can log in to your online profile, or go to https://www.bt.com/fewerbills/options and have your reference and BT account number ready.
If you do not have an online profile you can create one here.
How do I add other accounts to my online profile?
You'll need to know a couple of things before you can add another account: your account number and your bill reference number for a bill less than 9 months old (on the account that you're adding to your profile).
You can find this information on the right hand side of your bill. You can find out about account numbers here.