Understanding Your Bill

Here are some frequently asked questions about your bill

Why do I have two Direct Debits on Business Essentials?

If you have a Business Essentials contract you may notice that you have two direct debits from O2. This is because your monthly bill is split into two parts – your Airtime Plan and your Device Plan.

Your Airtime Plan includes things like data, minutes and texts, while your Device Plan is to pay off your handset.

At the end of your contract you’ll no longer have to pay for your device so you’ll have only one Direct Debit for the Airtime Plan.

If you want to upgrade your device before the end of your contract you simply have to pay the remaining balance on your Device Plan.

To view your airtime (minutes, texts and data) allowances or recent charges simply sign into My O2 Business.

You can also view your Hardware Loan Agreement online by signing into the Business Essentials Device Portal. This will show the outstanding balance you have on your handset.

Forgotten your password for either your My O2 Business account or the Business Essentials Device portal? Go to recover password and follow the simple instructions, then we’ll email a new password to you.

Why is my first bill higher?

We send your bill on the same day every month (eg 5th of the month). If your first bill is higher than you expected this is because it’s pro-rata. This means you’re charged for one full month’s line rental as well as any days that you used your phone before the date of your first monthly bill.

The best way to understand and keep an eye on your bill is to use your My O2 Business account.

Why is my bill higher than I expected?

We try to make the billing process as smooth as possible, but sometimes your monthly bill might be higher than expected.

You can see a full list of additional charges by signing into My O2 Business. Here are some of the more common reasons your bill may be higher than expected:

If it’s your first bill

Go to Why is my first bill higher?

If you’re a Business Essentials customer

If you’ve signed up to Business Essentials we split your monthly bill into two parts, which means you’ll see two Direct Debit payments each month.

  • Device Plan – the cost of your phone or tablet spread over 24 months.
  • Airtime Plan – the monthly cost of your data, minutes and texts.

Exceeding your allowance

If you go over your monthly allowance of texts, data and minutes, you’ll be charged at our standard rates. You might also be charged extra for:

  • Making calls, sending texts or using data abroad – take a look at our roaming rates
  • Making calls or sending texts to an international number while in the UK
  • Sending texts to premium rate services
  • Using your phone to make a purchase, such as buying wifi on trains
  • Making calls to non-geographical numbers like 084, 087, 09 and 118, or any other premium rate phone numbers
  • Calling a directory enquiry service
  • Sending multimedia messages (MMS) such as video, photos or images
  • Exceeding your data allowance – you’ll be charged 2.5p per MB.

If it’s your final bill

Go to Why is my final bill higher than in previous bills?

Roaming charges

If you’ve recently travelled abroad you may notice that your bill is higher than expected due to roaming charges.

Why is my final bill higher than previous bills?

As well as a higher first bill, you may also find that your final bill (or “termination bill”) is higher than others. This is because your final bill includes:

  • The cost of final line rental
  • Any outstanding call, data or text costs
  • Any cancellation fees for early termination

This will be the last bill we send you and will cover any costs right up until your last day with us. You can check your bill by signing into My O2 Business.

Additional Purchases

Bolt Ons

We offer a variety of Bolt Ons designed to make your tariff work harder for you. You can get Bolt Ons for either a one-off fee or at a monthly charge, depending on the type you want. These include:

  • Data Bolt Ons
  • Minutes Bolt Ons
  • MMS Bolt Ons
  • Unlimited Bolt Ons
  • Text Bolt Ons
  • Roaming Bolt Ons
  • International Calling Bolt Ons

Charges vary depending on the type of Bolt On you choose. Find out more about our Bolt Ons.

Business apps

McAfee Multi Access

McAfee Multi Access security protects your data against:

  • Malware and viruses
  • Botnets
  • Spyware
  • Identity theft

Find out more about McAfee Multi Access.

McAfee Multi Access costs just £3 per month for up to five devices; you can add more devices for an extra £1 each per month.

Microsoft Office 365

Microsoft Office 365 offers your familiar Office apps on the go such as Word, Excel, PowerPoint, Outlook and OneNote. One licence gets Office 365 on up to five devices.

Choose the Office 365 licence that suits you:

  • Office 365 Business Essentials - £3.10 per user, per month
  • Office 365 Business - £7 per user, per month
  • Office 365 Business Premium - £7.80 per user, per month

Find out more about Microsoft Office 365.

O2 Just Call Me

O2 Just Call Me offers hassle-free conference calls on the move. Install the app, select a date and time and invite attendees – it’s that easy. To join the call attendees simply dial your mobile number (no need for dial-in numbers or pin codes) and it costs just £5 per month.

Find out more about O2 Just Call Me.


Box allows used to share documents and collaborate online with colleagues and customers wherever they are. Simply download the app to your smartphones, tablets, laptops and desktops and you’ll be able to see, track and control all of your documents. 

Choose the Box licence that suits you:

  • Box Starter (1 to 10 users) - £3.50 per user, per month
  • Box Business (1 or more users) - £11 per user, per month
  • Box Business Plus (3 or more users) - £18 per user, per month
  • Box Enterprise (3 or more users) - £25 per user, per month

Find out more about Box.

O2 Mobile Insurance

As an O2 Business customer you can get O2 Mobile Insurance for just £6 per person, per month.

This protects your phone against theft, loss and damage.

Can I reduce my bills?

We always want to make sure that you get the best value for your mobile contract. If you notice that your bill is consistently higher than you expect you may not be on the right tariff.
If this is the case get in touch with us and we’ll help you find the right tariff for you and your business.


Our watchpoint alert helps you keep an eye on your usage. It runs on billed information only but can alert you to anyone who has exceeded your criteria.

If you’re an account administrator you can keep tabs on what you and your team are spending each month. Sign in to My O2 Business and choose Bill Analyser to begin setting this up.

I’ve been charged for not paying by Direct Debit

If you choose not to pay by Direct Debit we’ll have to charge you an additional administration fee of £2.50.

Did you know that you could save £30 a year by switching to Direct Debit?
It’s easy to change to Direct Debit, just contact us.

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