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Community Manager
Community Manager
Message 1 of 18

BT Bill explainer - What do you think?

Hi Everyone,


BT have recently developed a new tool to help explain your BT bill.  The team behind this would really like to know what you think.


If you have a few minutes to spare you can access the BT Bill explainer from here, Bill Explainer


We welcome your feedback Smiley Wink




Distinguished Guru
Message 2 of 18

Re: BT Bill explainer - What do you think?

I don't think it comes even close to explaining my latest bill.


Having just renewed my contract, my latest bill has a confusing mess of refunds, discounts, and re-charges (and one wrong charge which Live Chat tell me they are going to refund).


What would be nice is something that explained my latest bill, rather than just some generic one.  But I suspect that's wishful thinking.

Distinguished Sage
Distinguished Sage
Message 3 of 18

Re: BT Bill explainer - What do you think?

Perhaps BT should consider why they need to produce an explainer to explain something, which if done properly, should be simplicity in itself.


In the same vein, I noticed this post in the Connected devices board.


For the benefit of anyone else who runs into problems with the Whole Home Wi-Fi,


The Whole Home WiFi has a dedicated specialist helpdesk team who are able to assist with specific issues and set up problems. They’re available on Freephone 0808 100 6116 Monday to Friday between 9am and 5:30pm and Saturdays from 9am to 2pm. Alternatively they can be contacted via email:


We also have answers to your frequently asked questions on


There is something fundamentally wrong with a company that has to set up a dedicated department because they expect to have to deal with multiple problems with a product and need to devise a method of deciphering incomprehensible bills.

Distinguished Guru
Distinguished Guru
Message 4 of 18

Re: BT Bill explainer - What do you think?

Whilst useful it is of limit use as  unless you have a very simple  BT package the actual bill presented to you is much less presentable than the generic ones shown in the  explainer tool.


So to be beneficial -  i suggest more bill examples are needed (but the real answer would be to actually produce bills in a layout and presentation that are readable and logical which currently they are not). Resources seem to be expended on explaining the confusion that bills produce rather than making the bills themsellves less confusing.)


TV adds on should be shown and explained  - particularly the zero charge items.


Ideally the period for which a discount applies should be shown or a reference to where  can be accessed. In the example shown  describing it as  applying for 12 months is not particularly useful if the from or end date is not acessible - all you know

is whether it applied to the forthcoming month.




Credits should be shown and explained

Any Carried forward charges should be explained.



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Message 5 of 18

Re: BT Bill explainer - What do you think?

This hasn't been usable for some time now! They say:


We’ll be back soon!

Sorry for the inconvenience but we’re performing some maintenance at the moment.
If you need to you can always contact us, otherwise we’ll be back online shortly!


How soon is soon ? I wonder!

Recognised Expert
Message 6 of 18

Re: BT Bill explainer - What do you think?

I got that exact same message... 


So BT what happened to the Bill Explainer?


Did it run out of explanations?

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Message 7 of 18

Re: BT Bill explainer - What do you think?

I would much rather BT spent the time on correcting the billing system, than developing yet more pointless tools in an attempt to explain an obviously overly complicated, and particularly obtuse, billing system.


It's the BT billing system that's broken, not that BT customers are unable to understand (what should be) simple bills.



Distinguished Guru
Message 8 of 18

Re: BT Bill explainer - What do you think?

Bill explainer. My latest bill has more adds and deductions than I can make sense of apparently because I have moved house, which I haven't in 17 years.

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Message 9 of 18

Re: BT Bill explainer - What do you think?

@SeanD - the feedback is already unanimous and I won't buck the trend.


It's the bill that needs sorting out. Fix the cause BT, not the symptom.

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Aspiring Expert
Message 10 of 18

Re: BT Bill explainer - What do you think?

Well put.

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