01326 456 006

Billing & Payment

Paying your bill

We will prepare a bill each month and send it to your registered billing address (or billing e-mail address). Unless we agree otherwise, you must pay your account by the due date shown on your bill.

We will add any monthly charges for your services, such as Line Rental fees to your current bill. Your bill will clearly describe the service(s), together with the charges that apply to you and any discount you may be entitled to.

Telephone calls are charged in arrears. On your most recent invoice, calls made in the last billing period will be charged to your account. If any call details have not been received by us, we will include these charges on a future invoice.

Please remember to pay your bill by the due date to avoid receiving unnecessary reminders or late payment charges, or having your account suspended.

Ways to pay

Unless otherwise agreed payment by Direct Debit is mandatory. Direct Debit is safe and fully protected by the Direct Debit Guarantee.

Under special circumstances we may also accept payments by cheque, bank transfer (BACS) or credit/debit card.

For a guide on ‘Paying Your Bill’ please click here (pdf)

Extra charges

If you don’t pay your bill on time, we may charge you interest on overdue amounts or an administration fee.

If you pay your bill by cheque, credit or debit card and your bank refuses to make the payment, we may charge you for the bank charges and extra administration costs.

If you pay by another currency other than pounds sterling, we may also charge you for the bank charges and extra administration costs.

See also Billing & Late Payment Charges (below).

Billing & Late Payment charges

These additional charges can be due to a number of factors, including:

Please find a Schedule of Charges:




Charge Reason





Not paying by Direct Debit


If you do not pay by Direct Debit, we normally charge you an extra fee for administration. We will add this to your bill.



Paper Billing

£1.00 per month.*

We encourage customers to choose Free ‘Email Billing’. However if you wish to receive your invoices by post we normally charge you an extra fee for administration/mailing costs. We will add this to your bill.


Late payment

We may charge interest at the rate of 2% per annum above the base rate of Barclays Bank plc.

Payable on any amounts outstanding from the due date for payment until payment is made in full.


Re-connection charge

£10.00 per individual service (up to £50.00 maximum).

Having service restored after it has been restricted or suspended following late payment.


Early termination fees

Broadband – £30.

Calls Only / Calls & Lines – £0.

03 / 08 Number services – £0.

Terminating a contract within the specified minimum contract period.

Please note if a Customer wishes to end an Agreement before the end of the Initial Term, Cornwallphone shall be entitled to charge the Customer fees which would have been payable by the Customer for the balance of the Initial Term (e.g. 12 Months).


All prices exclude VAT unless stated. *Certain qualifying organisations, e.g. Public Sector / Registered Charities, may be exempted from these charges.

Itemised bills

We offer three options for itemising your telephone calls:

Your itemised bill will also describe other important pieces of information that are relevant to each call you have made including:

To add itemised billing to your account or change the type of itemised bill you receive please contact Customer Services on 01326 456 006.

Lines are open 0900 to 1700, Mon-Fri

Customers* also receive a Destination or ‘Summary’ Report which shows the total number of local, national, international, mobile and special (e.g. 0845) calls made.

* Applies to Calls Only / Calls & Lines products only.

Online Billing

Our service gives you the ability to effectively manage your telephone account from any Internet enabled computer.

As well as having access to historical data, you can also examine unbilled calls for the current month allowing you to estimate what your month-end invoice will be and budget accordingly.

Online Billing is available to customers subscribing to our 03 Numbers, 08 Numbers or Business Landline services.


Already registered?
To continue, please click on the link below: –


Before you can access your account online you will need to be allocated a Username and Password.

If you haven’t received these details or you can’t remember what they are please contact Customer Services on 01326 456 006.

Lines are open 0900 to 1700, Mon-Fri

Bill queries

When we prepare bills, we check them thoroughly to make sure we have charged you correctly. If you have a query regarding your bill, please call one of our advisors immediately on 01326 456 006 so we can explain your charges or, if necessary, investigate the matter further.

If we have made a mistake, we will adjust your account accordingly. You can also e-mail us at customer@cornwallphone.com or write to us at:

Customer Services
Waterside Court
Falmouth Road
TR10 8AW

Unexpectedly high bills can sometimes arise from using premium rate services. We appreciate that this can be by accident or because you may not be aware of the cost. Calls made to live services or chat lines are sometimes charged at premium rates, and you should be told of the charge before you go ahead with the call.

If any call is made without your permission or knowledge, you should contact one of our advisors on 01326 456 006 immediately.

They’ll make sure that it’s investigated and a credit will be applied to the account where appropriate.

PhonepayPlus (formerly ICSTIS) regulates the content and promotion of premium rate services through an industry Code of Practice. For more information or to make a complaint about a premium rate service, you should contact PhonepayPlus on 020 7940 7474.

We may charge you an extra fee for administration. We will add this to our bill.

You can also see the PhonepayPlus Code of Practice on their website at http://www.phonepayplus.org.uk/

Your credit status

When you register with Cornwallphone you agree that we can carry out credit and fraud checks against your personal details. We use other agencies to collect this information and we will pass your personal information to outside credit reference agencies, counter fraud agencies and their customers. If you would like full details of these agencies, please ask us.

In some cases, we may need proof of your identity (for example, if you’ve moved recently, we may not be able to find your credit history). We will return any documents to you as quickly as possible.

In some cases, we may need a prepayment (for example, if you don’t meet our credit terms or if you go over your credit limits). We work out the prepayment using the type of service you have asked for and the results of your individual credit score. We will use your prepayment to pay any charges to your account. 

Credit limits
We may apply credit limits to your account for charges you run up in each billing period. We will base your credit limit on the results of your credit score and payment history. We will tell you what your personal credit limit is.

If you go over your credit limit, we may demand that you pay your outstanding balance immediately, or we may suspend the service.

If we suspend your service, you’ll still be responsible for all charges you run up, including those over your credit limit.

To find out what your credit limit is or if you feel your credit limit is not appropriate, please phone an advisor on 01326 456 006.

As well as credit limits, we also monitor unusual calling patterns made from your phone lines. We may contact you to make you aware of any change in pattern to protect your interests. We may also suspend your service to prevent the service being used until we investigate further.

Contacting us

If you have a payment query on your account, please contact the Credit Control Department on 01326 456 006*.

If you have a general query on your account or telephone services please contact Customer Services on 01326 456 006*.

*Lines are open 0900 to 1700, Mon-Fri