Product Billing Definitions
The following outlines the billing model associated with services Packnet provides to its customers (Resellers, Channels, Customers)
PRICING
All pricing associated with any products is available in Metis.
Please have a look at your pricing section for more information.
Packnet will try to advise of service pricing changes as soon as possible. Customers should always check Metis for the most up-to-date pricing.
Business Broadband Ancillary Charges
Voice related services
| Service Category | Product | Billing definition |
|---|---|---|
| Voice | Calls (National (UK) & International) |
Billed per call Tariffs: See your Metis Call Rates for exact information. Billing Frequency: Monthly in arrears. Call Rates are quoted in GBP (British Pounds). Calls are billed per second. Peak rate calls are between 8 AM – 6 PM Mon-Fri UK local time. Off-peak at all other times. A minimum charge applies to all calls. Other charges, such as a connection or call surcharge, can apply. All calls rounded up. |
| Voice | Free Phone Calls |
Billed per call The following tariffs are associated with Freephone Calls: 0800 Number Mobile Off Peak Charge (per minute) 0800 Number Mobile Peak Charge (per minute) 0800 Number Off Peak Charge (per minute) 0800 Number Peak Charge (per minute) Billing Frequency: Monthly in arrears. Call Rates are quoted in GBP (British Pounds). Calls are billed per second. Peak rate calls are between 8 AM – 6 PM Mon-Fri UK local time. Off-peak at all other times. A minimum call charge applies to all calls. All calls rounded up. |
| Voice | SIP Extension |
Billed per each extension created. Billing Frequency: Monthly in arrears The initial month is billed pro-rata from the date the extension is created to the last day of the month. All subsequent months are billed an entire month’s extension service charge. Cancellation is by deletion of an extension within Metis. If an extension is cancelled part way through the month, a full month's extension service charge will be billed. |
| Voice | SIP Trunks |
Billed per each SIP Trunk created. Billing Frequency: Monthly in arrears The initial month is billed pro-rata from the date of service creation to the last day of the month. All subsequent months are billed an entire month’s service charge. Cancellation by deletion of the SIP trunk within Metis. |
| Voice | Voice (UK) & International voice Channels | Billed per each voice or international voice channel created. Billing Frequency: Monthly in arrears The initial month is billed pro-rata from the date of service creation to the last day of the month. All subsequent months are billed an entire month’s service charge. Cancellation by deletion of the voice channel and associated SIP Trunk within Metis. |
Recording |
Call Recording Service |
It is billed per unique extension involved in call recordings associated with numbers that have call recording enabled, either inbound or outbound. Billing starts when call recording service is enabled per number. Billing Frequency: Monthly in arrears The initial month is billed pro-rata from the date of service creation to the last day of the month. All subsequent months are billed an entire month's service charge. Cancellation can be made by removing the call recording service in the call recording setting. |
| Recording | Call Recording Storage |
Billed per Gigabyte (gb) of call storage used. You will be billed at the peak storage level within the month. Billing Frequency: Monthly in arrears. Billing depends on the level of retention selected. (minimum storage = 30 days, maximum storage = 6 years) Call recording continues to be stored on the network for the length of the retention period. When service is disabled, the retention period should be reduced to 30 days to minimise billing. |
| Recording | Amazon S3 Storage |
A monthly service charge applies. Billing Frequency: Monthly in arrears The initial month is billed pro-rata from the date of service creation to the last day of the month. All subsequent months are billed an entire month's service charge. Cancellation can be made by removing the call recording service in the call recording setting. |
Numbers |
UK Geographic Numbers (applies to all 01 & 02) |
Billed per number Billing Frequency: Monthly in arrears The initial month is billed pro-rata from the date of service creation to the last day of the month. All subsequent months are billed an entire month's service charge. Cancellation by deletion of number within Metis. |
| Numbers | UK Non-Geographic Numbers (applies to all 03 & 08) |
Billed per number Billing Frequency: Monthly in arrears The initial month is billed pro-rata from the date of service creation to the last day of the month. All subsequent months are billed an entire month's service charge. Cancellation by deletion of number within Metis. |
| Numbers | UK Freephone Numbers (applies to all 0800 & 0808) |
Billed per number Billing Frequency: Monthly in arrears The initial month is billed pro-rata from the date of service creation to the last day of the month. All subsequent months are billed an entire month's service charge. Cancellation by deletion advise to support team. |
| Numbers | International Numbers |
Billed per number Billing Frequency: Monthly in arrears The initial month is billed pro-rata from the date of service creation to the last day of the month. All subsequent months are billed an entire month's service charge. Billing may include overseas taxes, depending on the country. Minimum Term: 12 months. Cancellation fees apply for early termination. Cancellation by deletion advise to support team. The cancellation notice period is 60 days. |
| Numbers | Conference Numbers |
Billed per number Charge for the geo/non-geo number is not included Billing Frequency: Monthly in arrears The initial month is billed pro-rata from the date of service creation to the last day of the month. All subsequent months are billed an entire month's service charge. Cancellation by deletion of number within Metis. |
| Numbers | Fax2Email Numbers |
Billed per number Charge for the geo/non-geo number is not included Billing Frequency: Monthly in arrears The initial month is billed pro-rata from the date of service creation to the last day of the month. All subsequent months are billed an entire month's service charge. Cancellation by deletion of number within Metis. |
| Applications | Dashboard |
They are billed per the dashboard created. Billing Frequency: Monthly in arrears The initial month is billed pro-rata from the date of service creation to the last day of the month. Subsequent months are billed an entire month’s service charge. Cancellation by deletion of the dashboard within Metis. |
| Applications | Switchboard |
They are billed per switchboard user. Billing Frequency: Monthly in arrears The initial month is billed pro-rata from the date of service creation to the last day of the month. All subsequent months are billed an entire month’s service charge. Cancellation by deletion of a switchboard user account within Metis. |
Number Porting |
UK (Geographic & Non-Geographic) Number Porting |
Porting charges are billed as one-off charges. The following is a list of all possible billing charges associated with porting. Geographic Single Port: Billed in the month after completion as a one-off invoice Geographic Multiline Port: Billed in the month after completion as a one-off invoice Non-Geographic Single Port: Billed in the month after completion as a one-off invoice Non-Geographic Multiline Port: Billed in the month after completion as a one-off invoice Porting Cancellation: Billed in the month after completion as a one-off invoice Porting Amendments: Billed in the month after completion as a one-off invoice Pre-Order Validation (POV): Billed in the month after completion as a one-off invoice. Porting Rejection: Billed in the month after completion as a one-off invoice. |
Number Porting |
International Number Porting |
Geographic Single Port: Billed in the month after completion as a one-off invoice Geographic Multiline Port: Billed in the month after completion as a one-off invoice Non-Geographic Single Port: Billed in the month after completion as a one-off invoice Non-Geographic Multiline Port: Billed in the month after completion as a one-off invoice Porting Cancellation: Billed in the month after completion as a one-off invoice Porting Amendments: Billed in the month after completion as a one-off invoice Porting Rejection: Billed in the month after completion as a one-off invoice. |
Business Broadband
| Supplier | Service | Minimum Term - New Activation | Minimum Term - Migration | Additional Information |
|---|---|---|---|---|
| Zen Internet | ADSL (all variants) | 1 month | 1 month | Activation fees apply. Installation fees apply. Migration fees apply. New line installation fees apply as required. Early Termination charges apply if cancelled within the first 12 months. Cease fee applies to all ceased circuits, both in and out of contract. The first invoice includes billing from the start date until the end of the month, plus the following month in advance. Each subsequent month is billed on the first of each month. The final bill covers the period up to the cancellation date. |
| Zen Internet | FTTC (all variants) | 1 month | 1 month | Installation fees apply. Migration fees apply. New line installation fees apply as required. Activation fees apply. Early Termination charges apply if cancelled within the first 12 months. Cease fee applies to all ceased circuits, both in and out of contract. The first invoice includes billing from the start date until the end of the month, plus the following month in advance. Each subsequent month is billed on the first of each month. The final bill covers the period up to the cancellation date. |
| Zen Internet | SoGEA (all variants) | 1 month | 1 month | Installation fees apply. Migration fees apply. New line installation fees apply as required. Early Termination charges apply if cancelled within the first 12 months. Cease fee applies to all ceased circuits, both in and out of contract. The first invoice includes billing from the start date until the end of the month, plus the following month in advance. Each subsequent month is billed on the first of each month. The final bill covers the period up to the cancellation date. |
| Zen Internet | FTTP (all variants except below) | 1 month | 1 month | Installation fees apply. Migration fees apply. New line installation fees apply as required. Activation fees apply. Early Termination charges apply if cancelled within the first 12 months. Cease fee applies to all ceased circuits, both in and out of contract. The first invoice includes billing from the start date until the end of the month, plus the following month in advance. Each subsequent month is billed on the first of each month. The final bill covers the period up to the cancellation date. |
| Zen Internet | FTTP 1200/120 | 2 months | 2 months | Installation fees apply. Migration fees apply. New line installation fees apply as required. Activation fees apply. Early Termination charges apply if cancelled within the first 12 months. Cease fee applies to all ceased circuits, both in and out of contract. The first invoice includes billing from the start date until the end of the month, plus the following month in advance. Each subsequent month is billed on the first of each month. The final bill covers the period up to the cancellation date. |
| Zen Internet | FTTP 1800/120 | 3 months | 3 months | Installation fees apply. Migration fees apply. New line installation fees apply as required. Activation fees apply. Early Termination charges apply if cancelled within the first 12 months. Cease fee applies to all ceased circuits, both in and out of contract. The first invoice includes billing from the start date until the end of the month, plus the following month in advance. Each subsequent month is billed on the first of each month. The final bill covers the period up to the cancellation date. |
| Zen Internet | G.Fast | 12 months | 12 months | Installation fees apply. Migration fees apply. New line installation fees apply as required. Activation fees apply. The remainder of contract fees applies if cancelled within the first 12 months. Cease fee applies to all ceased circuits, both in and out of contract. The first invoice includes billing from the start date until the end of the month, plus the following month in advance. Each subsequent month is billed on the first of each month. The final bill covers the period up to the cancellation date. |
| Vodafone | ADSL2+ | 12 months | 12 months | Installation fees apply. Migration fees apply. New line installation fees apply as required. Activation fees apply. The remainder of contract fees applies if cancelled within the first 12 months. Cease fee applies to all ceased circuits, both in and out of contract. The first invoice includes billing from the start date until the end of the month, plus the following month in advance. Each subsequent month is billed on the first of each month. The final bill covers the period up to the cancellation date. |
| Vodafone | FTTC | 12 months | 12 months | Installation fees apply. Migration fees apply. New line installation fees apply as required. Activation fees apply. The remainder of contract fees applies if cancelled within the first 12 months. Cease fee applies to all ceased circuits, both in and out of contract. The first invoice includes billing from the start date until the end of the month, plus the following month in advance. Each subsequent month is billed on the first of each month. The final bill covers the period up to the cancellation date. |
Nasstar KCOM Eclipse |
ADSL | 12 months | 12 months | Installation fees apply. Migration fees apply. New line installation fees apply as required. Activation fees apply. The remainder of contract fees applies if cancelled within the first 12 months. Cease fee applies to all ceased circuits, both in and out of contract. The first invoice includes billing from the start date until the end of the month, plus the following month in advance. Each subsequent month is billed on the first of each month. The final bill covers the period up to the cancellation date. |
Nasstar KCOM Eclipse |
FTTC | 12 months | 12 months | Installation fees apply. Migration fees apply. New line installation fees apply as required. Activation fees apply. The remainder of contract fees applies if cancelled within the first 12 months. Cease fee applies to all ceased circuits, both in and out of contract. The first invoice includes billing from the start date until the end of the month, plus the following month in advance. Each subsequent month is billed on the first of each month. The final bill covers the period up to the cancellation date. |
Business Broadband Ancillary Charges
| Suppliers | Products | Billing Definition |
|---|---|---|
Zen Internet Vodafone Nasstar KCOM Eclipse |
Business Broadband Ancillary Charges | Dependent on service and order issues. Time-related charges, fault appointments, missed appointments, provision and rearrangement works. Just so you know, these will be in writing during the order process and billed once the line installation has been completed. This may be billed in a different month when the service goes live. Packnet will only pass on charges as they have been made to us by the supplier. The possibility of additional charges must be accepted for the completion of the installation of any line. If charges are not accepted, the order will not progress. |
Zen Internet Vodafone Nasstar KCOM Eclipse |
Business broadband Faults, including Special Faults Investigation (SFI) | Charges may be incurred when a fault is raised and an Openreach engineer requires a site visit. Resellers, channels or customers must accept that Packnet will bill these charges as soon as they are billed to Packnet. Disputes of fault charges can only be started after Packnet has created the charge within the customer’s account. A credit will be raised against the associated reseller, channel or customer account if a dispute is successful. This may be in a different month than the initial charge has been raised. |
Ethernet & Leased Lines
| Suppliers | Available Speeds | Contract Terms | Billing Definition |
|---|---|---|---|
Packnet Zen Internet Vodafone Talk Talk Business BT |
10 Mbps - 1 Gbps | 12 months 24 months 36 months (Install fees will apply for 12 and 24-month services) |
The first invoice includes billing from the start date until the end of the month, plus the following month in advance. Each subsequent month is billed on the first of each month. Remainder of contract, early termination and cancellation fees apply if cancelled within the contractual term. A cease fee applies to all circuits, both in or out of the contract. The final bill covers the period up to the cancellation date. |
WLR3
| Service Category | Product | Supplier to Packnet | Billing definition |
|---|---|---|---|
| Fixed Line | WLR3 | Vodafone | Minimum term (12 months) The installation fee applies to all new lines. The first invoice includes billing from the start date of the service until the end of the month, plus the following month in advance. Each subsequent month is billed on the first of each month. Early termination and cancellation fees apply if the service is cancelled within the first 12-month contract period. A cease fee applies when a line is ceased and is applied when the service is in or out of contract. The final bill covers the period up to the cancellation date. |
| WLR3 Ancillary Charges | Vodafone | Dependent on service and order issues. Time-related charges, fault appointments, missed appointments, provision and rearrangement works. Just so you know, these will be in writing during the order process and billed once the line installation has been completed. This may be billed in a different month when the service goes live. Packnet will only pass on charges as they have been made to us by the supplier. The possibility of additional charges must be accepted for the completion of the installation of any line. If charges are not accepted, the order will not progress. |
|
| WLR3 Faults, including Special Faults Investigation (SFI) | Vodafone | Charges may be incurred when a fault is raised, and an Openreach engineer requires a site visit. Resellers, channels or customers must accept that Packnet will bill these charges as soon as they are billed to Packnet. Disputes of fault charges can only be started after Packnet has created the charge within the customer’s account. A credit will be raised against the associated reseller, channel or customer account if a dispute is successful. This may be in a different month than the initial charge has been raised. |
Hardware & Equipment
This applies to all equipment purchased from Packnet via the Hardware ordering system.
| Services | Billing Definition | Additional Information |
|---|---|---|
| All hardware & equipment orders | All invoices are sent on the date of order completion. All part-shipped orders are billed as they are shipped. |
Delivery charges apply to all orders. The default is standard next-day delivery for all orders placed before 3.30 PM. Weekend delivery is available at an additional cost. |
Miscellaneous Services |
Billed as a one-off invoice on the day of order. |
Administrative and Support services are billed by the hour. |
Additional Information
BILLING PLATFORM
Resellers and channel partners without a GB VAT No cannot use the Metis billing ledger and must bill their direct customers themselves.
VAT ON INVOICES
Invoices with Wholesale Call services to resellers and channel partners are subject to the Reverse charge: VAT Act 1994 Section 55A applies
Invoices with Call services to direct customers are subject to VAT at the applicable rate.
All invoices raised by Packnet are subject to VAT at the appropriate rate.
ADDITIONAL TAXES
International numbers are subject to the local taxes from the country of origin and are passed on as found.