Hello Lucy,

This would likely be pro-rata line rental which is calculated on your next bill after an upgrade.

Here’s an example:

Let’s say you were on a £5.00 plan previously.

In this example, your bills are produced on the 5th of each month.

So your bill for November would be 05/11/19 - £5.00.

This would cover line rental from the 05/11/19 - 04/12/19.

A month in advance as always.

We only produce 1 monthly bill each month, so if there are any changes to your plan, then pro-rata line rental is calculated on your next bill.

So if you upgraded on the 10/11/19 to a £30.00 plan, then technically you would have paid for line rental from the 10/11/19 - 04/12/19 at the old plan rate of £5.00, but you’ve been using the new plan since the 10th?

What we’d do here is wait for your next bill to be produced.

So on the 05/12/19, your bill for £30.00 would be produced as this is your new plan rate. 

This would cover line rental from the 05/12/19 - 04/01/20.

On this bill however, we’ll also give you a credit back for any line rental that you have paid since the date you upgraded, up until the date you were billed in advance for.

So in this case, you upgraded on the 10/11/19, so we’d give you a credit for line rental covering 10/11/19 - 04/12/19. This is around 24 days of line rental. 

We would then re-calculate what you should have paid for these 24-days, but at the new plan rate of £30.00 as this is the plan you were using from then. 

This is added to the bill and reduced by the credit you will be getting. This you’d is what you need to pay.

In the example above it would be:

£30.00 - Line rental for 05/12/19 - 04/01/20.

CREDIT: £4.00 for line rental from 10/11/19 - 04/12/19 at the old rate

£24.00 - Line rental for 10/11/19 - 04/12/19 at the new rate

£30.00 + £24.00 - £4.00 = £50.00

Hope that helps clear this up, but if you still need help, let me know.

Mohammed