Account and Billing

Account and Billing

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Helpful information
Understanding your first bill
When you first join JT and request for services on a new account, your first bill will be different than your following bills. This will be because we charge rental up front and we also charge a pro-rated amount from the day the services is added up until the bill date.

For example. If your bill is dated 15th of the month and you added your services on 10th, your next bill will be run on 16th at 00:00:00, and you’ll be charged for that period (10th – 29th) as well as the rental in advance amount for the period 29th this month – 29th next month.

Please note the following: Reason the period is the day after stated bill date is because we run the period up until 00:00:00. So for bills dated 10th of the month we charge up until 11th at 00:00:00.
Understanding your current JT bill
Your bill will give you a breakdown of your services, such as:

  • Your monthly service charges. For example, mobile, broadband and landline.
  • Your mobile device payments.
  • Any credit, such as adjustments for offers or pro-rated service charges.
If your bill amount isn’t what you were expecting, look at your bill to check:

  • If any of your contracted charges, such as mobile device payments have finished.
  • If you have added or changed any plans or services.
  • If there are any roaming charges.
  • If there are any usage charges (you can contact us to add a summary to your bill which will show local calls, international calls, calls to mobiles, texts and data etc).
  • If you’re still not sure about the charges, please contact us.
My bill is showing a brought forward balance
A brought forward balance is an amount owing from a previous bill(s) which is listed on your current bill.

You may have a balance brought forward because of the following reasons:

  • Have you paid your previous bill total in full?
  • Did you make payment for your previous bill(s) after the date at the top of your bill? E.g did you pay your bill on 29th month when the bill was calculated on 28th of the month?
If you answered ‘Yes’ to either of these questions this is likely to be the reason why the balance is brought forward to your current bill. To prevent a brought forward balance in the future we’d suggest setting up a direct debit. To set up a Direct Debit please download and fill out this Direct Debit Form.
Can I change my bill date?
You can select which date you’d prefer your Direct Debit payment to be taken, and you can change this anytime by contacting us.
Bill Date Direct Debit Date
7th 28th of the same month
10th 5th of the following month
15th 9th of the following month
21st 11th of the following month
I have changed my bill date
We charge all service charges in advance, which means prior to the bill date change, you’ll have already been charged for a full month ahead. The first bill you receive after the bill date change will have no service charges, and if you’ve used your service outside of the allowance or plan terms then the invoice will only include those usage charges. The second bill you receive after the bill date change will have service charges from the days in between the old bill date and the new bill date plus a months’ service charge in advance as the billing period has been reset. Please download our free 'JT My Account' app to monitor your bills in real time and if you can’t find the answer you need, please use our in app live chat for help.  Get it on Google Play
How long is left on my device rental?
Please contact us with your account details and one of our team will be happy to let you know how long you have left on your device rental.
Can I have a summary of charges?
No problem, please get in touch to request a summary page and we will add it to your bill.
What is an associated account credit?
You may see 'Total associated account credits' listed on the last page of your bill. These are credits which have been raised by the automated billing system when it's calculating your bill. The system identifies charges which have been listed though should have been included within your service plan and therefore raises a credit to cancel this out.
How can I view my bill online?
Your online account enables you to view and manage your account services anytime. Follow these steps to view your bills online:

Step 1: Log-in to the JT My Account portal here: https://secure.jtglobal.com/

Step 2: Select the option you’d like to view from the ‘My Bills’ section.

Alternatively, download the free ‘JT My Account’ app to manage your account and services whenever it suits you.
How do I get my free 'JT My Account' app?
    1. Start by creating your online account. You’ll need your JT account number (at the top of your bill) and an email address.
    2. Follow this link https://secure.jtglobal.com/ and select 'Register Account'.
    3. Download your JT My Account for free
 Get it on Google Play
How can I pay my bill?
The best way to pay your bill is to set up a monthly Direct Debit. Your monthly bill total will be automatically taken from your bank account each month, so it’s convenient and secure, and you don’t have to worry about a brought forward balance being listed on your bill the following month.
Pay by Direct Debit
To set up a Direct Debit please download and fill out this Jersey Direct Debit Form. Return it to us by emailing home@jtglobal.com or drop it into our JT Store, 18 Queen Street and one of our team will be happy to make the account changes.
Pay using your free 'JT My Account' app
Download your free 'JT My Account' app to help you manage your account and services.  Get it on Google Play
Pay by bank transfer
You can pay your bill by bank transfer using these details. HSBC Sort-code: 40-25-34 Account number: 72822318 Payment reference: YOUR JT ACCOUNT NUMBER
Pay over the phone
You can pay your bill with a credit or debit card using our automated phone system by calling 01534 882882, option 2, option 2. Please have your account number to hand.
Pay by cash
You can pay by cash at The Post Office, Broad Street, St Helier. Please take a copy of the bill you're paying with you.
Late payment process
We won't disconnect your services without trying to contact you first. We understand that circumstances beyond your control can sometimes affect your ability to pay your bill on time so please do call our Credit Control team to speak about setting up a payment plan on 01534882702.
  1. You receive your bill
  2. You have 30 Days to pay your bill
  3. After 30 days you'll receive a reminder to pay within 14 days or services will be impacted
  4. During the 14-day period a member of our Credit Control team will try to call you to speak about your bill
  5. If one of team is unable to speak to you during those 14 days, automated 'Outgoing Call Barring' will be set on the 15th day
  6. 1 week from the date that 'Outgoing Call Barring' was activated, if no payment is made your services will be disconnected and your account sent to our debt collection agency
 
TIP: If you choose not to pay your bill by direct debit, it’s best to make payment at least 3 working days before the bill date so that the payment can register against your account and no brought forward balance will be shown
Can I set up a payment plan?
We understand that situations beyond your control can sometimes affect your ability to make payment on your account.

We'd suggest contacting us to request an account review so we can make sure your account has the best plans and services for your needs. Following this, the team will connect you with the Credit Control team if it's still necessary.

Alternatively, you can get in touch with the Credit Control team directly on 01534 882702 and one of the team will be happy to do all they can to help organise a payment plan.
I would like to close the account of someone who has passed away
We understand that this can be a difficult time for you though it's important to know about the death of a JT account holder as soon as possible.

Please download and fill out an account amendment form.
  • Existing account details – this is the current account holder name and number on account
  • Service details – select 'bereavement'
  • Personal Information – this is your details
  • Signature – your signature, printed name and date
  • Change to billing address – this is the address the final bill should be sent to
Please email the completed form to home@jtglobal.com with:
  • Copy of your valid photo ID
  • Copy of the original death certificate
Alternatively, you can pop in to our JT Store, 18 Queen Street with all of the above information and our team will be happy to help make the account changes.
I would like to take over the account details of someone who has passed away
We understand that this can be a difficult time for you though it's important to know about the death of a JT account holder as soon as possible.

Please download and fill in a take-over request form and a direct debit form. Please then visit our JT Store, 18 Queen Street with all the below information and our team will be happy to help make the account changes.
  • Copy of the original death certificate
  • Copy of your valid photo ID
  • Copy of a recent utility bill
  • Your best contact number
  • Your email address
How do I close my account?
We’re sorry you’re thinking of leaving JT. Please download and fill out an account amendment form. You can email the completed form to home@jtglobal.com or drop it in to our JT Store, 18 Queen Street and one of the team will be process the request for you. If you're emailing us, we'd be grateful if you could let us know in a few sentences why you're closing your JT account. This feedback will help us to improve our customer experience.
Where do I find my JT account number?

Your JT account number can be found in the top left of your bill.

What do I need to open an account?

Our sales team are in our Queen Street store to help you get started.

  • Valid photo ID
  • Proof of address (utility bill from last 3 months)
  • Your email address
  • Your bank details