Vonage Support

Get help, learn about our products, and contact us.
How is my Online Bill broken down?

How is my Online Bill broken down?

Explanation of your monthly bill.

Each month you will see only the following charges:
  • Monthly Service Fee: Your rate plan's monthly charge.
  • Overage Charges: Minutes in excess of those included with your rate plan. (If applicable)
  • International Calls: Calls placed to international locations. (If applicable)
  • 20.0% VAT: Automatically included where applicable.
Back to Top

How do I read my bill?


Your invoice will be divided into four sections: Invoice summary, Charges Detail, In-Plan/Free Calls, and Charged Calls.
INVOICE SUMMARY summarizes your account number, invoice number and amount charged.
CHARGES DETAIL itemizes the individual charges on your invoice, as described above.
IN-PLAN/FREE CALLS summarizes the number of minutes used for each type of call that is included at no additional cost in your calling plan.
  • In-Plan Minutes: If your plan has a limited number of included minutes per month, those minutes will appear here. "In-Plan minutes used" are the amount of minutes used to date within your calling plan that you are not being charged for. These minutes include Vonage to Vonage calls. "In-Plan minutes remaining" are the total amount of minutes available with any Vonage basic calling plan (not applicable to unlimited calling plans).
  • Free Toll Free Minutes: These are the minutes used when calling a toll free number such as 0800, etc.
  • Free In-Network Minutes: with all Vonage calling plans you will enjoy free unlimited calling to other Vonage customers. Calls to other Vonage customers will appear here.
  • Free In-Account Minutes: If you have more than one number on your Vonage account, calls from one number to another on the same account will appear here.
CHARGED CALLS summarizes the number of minutes used for each type of call that is billed in excess of your monthly calling plan.
  • Overage Minutes: Calls to UK mobile phone numbers are included here. Some calling plans include a limited number of minutes. Overage minutes accrue for all calls in excess of the minutes included within your plan. These may include, but are not limited to, fax minutes, SoftPhone minutes, and toll free minutes.
  • Overage Minute Charge: This is the amount charged for overage calls.
  • International Minutes: Calls to international locations not included in your calling plan are billed separately. The number of minutes for these calls will be reflected here. "International Calls" are all calls that are made outside of the United Kingdom.
  • International Minutes Charges: Rates to international locations vary based on the location. The amount charged for all international calls not included in your calling plan will be reflected here. For more details regarding international rates, please visit our International Rates Page.
  • Directory Enquiries Charges: Vonage is proud to offer access to Directory Enquiries. The total charge for all calls to Directory Enquiries during the billing period will be reflected here.
CURRENT BILLING AND ACCOUNT INFORMATION contains important information, such as:
  • Current Billing Cycle reflects the current month for which you are being billed.
  • Current Balance Due reflects any money due to date. Charges may include but are not limited to past invoices, International calls and Directory Assistance.
  • Pending Charges Summary are any charges that will become due at the end of the billing cycle. Charges may include but are not limited to past invoices, International calls and Directory Assistance.
  • Approved Call Credits are any credits that have been applied to your current billing cycle.
BILLING HISTORY section contains a record of your payment, invoice, and credit information. A parenthesis around the balance indicates that a payment or credit has been applied to your Vonage account.
Back to Top

How often am I billed?

We bill you each month on the anniversary date of the day you signed up. You are always billed in advance for the coming month.
Back to Top

What should I do if my credit card is declined?

You will be notified by email if your monthly credit card payment is declined. Click the Make a Payment link in the upper right hand corner of your Dashboard to reprocess your payment. If payment is not made within ten days of the initial email, your account will be suspended. You will not be able to place or receive any calls or retrieve your voicemail messages until a payment is made. Your service will be reactivated when your payment is processed successfully.
Back to Top

Can I get a paper bill?

We keep your costs low by providing you with online billing. You can always print copies of your bill from your Online Account and keep them for your own records.
See our Online Billing Info page for an overview.
en_uk/879

 

Did this article help you?

Yes, the problem is solved!
Yes, but the instructions were unclear.
Yes, but it was not the answer I was hoping for.
No, it did not address my particular situation.
No, I will have to call customer service.

Related Articles

About Vonage
Customer
Guides
Awards
  • Vonage has received a number of industry awards and accolades. Read more.
  • VoIP Awards
Can't find what you're looking for?
Share

Terms and conditions: Vonage® and Vonage The Broadband Phone Company® are registered trademarks of Vonage Marketing LLC.

©2011 Vonage Marketing LLC. All Rights Reserved. 1Applies to UK landline numbers starting with 01, 02 and 03. Calls to geographic landline numbers in our international call plans are unlimited and do not include calls to mobiles unless specified. Calls are billed on a per second increment and international calls are subject to a 60-second minimum. Fair usage policy applies. Broadband required. Minimum set up fee of £18.98 applies. View our full terms of service here.

*Based on an online survey between 07/04/2011 and 09/05/2011.