We’re not currently available at your property, Please register your details with us and we’ll let you know if this changes!
Unfortunately there’s an issue preventing us from connecting your property to our full-fibre network, which means we can’t guarantee we can connect you right now.
We’d still love to have you as a customer
We can’t take an order from you today, but we can keep you up to date with our progress as we try get your property on our network.
Please do register with us, and we’ll be sure to be in touch when we have any news.
Unfortunately there’s an issue outside our control preventing us from connecting your property to our full-fibre network, which means it’s currently not possible to connect you.
We’d still love to have you as a customer
We can’t take an order from you today, but we can keep you up to date with our progress as we try get your property on our network.
Please do register with us, and we’ll be sure to be in touch when we have any news.
Unfortunately there’s an issue outside our control preventing us from connecting your property to our full-fibre network, which means it’s currently not possible to connect you.
We’d still love to have you as a customer
We can’t take an order from you today, but we can keep you up to date with our progress as we try get your property on our network.
Please do register with us, and we’ll be sure to be in touch when we have any news.
We’d love to have you as a customer, but unfortunately, your property is not close enough to our network to be able to connect your property.
If this changes we’d be happy to let you know, please register your details below and we’ll be in touch with relevant updates.
We can connect your property to our ultrafast full-fibre network, and you qualify for a special discount.
We’d love to connect you to our ultrafast network, but there’s a local issue we need to fix first.
If you place a pre-order, we’ll have it fixed within 90 days, at no cost to you. Once it’s resolved, we’ll call and book your installation. You won’t pay a penny until you’re connected.
If we have issued a credit to you, we will have sent you an email with the detail of the credit. This credit will not appear on your invoice, but your direct debit will be reduced by the amount of that credit.
If we take your payment and is more than expected, please get in touch and we’ll sort that out for you.
We require our customers to pay by direct debit. In exceptional cases we may agree to alternative payment methods, these must be agreed with us in advance.
Paying by phone:
Please call our team and we can take a payment from you.
Paying by bank transfer:
Please only use the following details if we have agreed a payment can be made in this way:
Account name: Truespeed Communications Ltd
Account number: 13935086
Sort code: 20-13-42
Payment reference: Please use your account number, starting with AC, or your sales order number, starting with SO.
Barclays Bank, 4-5 Southgate Street, Bath, BA1 1AQ
Setting up your direct debit:
If you need to change or set up a new direct debit, that’s no problem at all. Please contact us by emailing creditcontrol@truespeed.com and we will send you a Direct Debit invite to fill in.
Please make sure you include your Account or Sales Order number (which normally starts with AC or SO), your contact number, and post code in your email.
Please check your email including your junk folder, for our Direct Debit set-up email.
We don’t increase our broadband charges whilst you’re in contract.
When you reach the end of your contract, then your monthly cost will normally increase to our standard price, in line with your contract.
These changes are normally 12 or 24 months after your contract started.
As our invoices are issued at the start of the month, it’s likely that you will receive an invoice showing a period of time charged at the old rate, and a period of time at the new rate.
For example:
Similarly if you have just renewed your contract with us, upgraded your package, or if you’ve cancelled your contract, you’ll see when the change takes effect, and you’ll pay a different price before and after that change.
Your monthly invoice is a breakdown of your broadband costs, call plans and any phone calls you’ve made (if you have a landline).
If you’ve just been installed, you’ll receive your first invoice the day after installation, and we’ll take your first Direct Debit payment 3 working days after that.
Every following month, we’ll invoice you on the first day of the month that falls on a Monday, Tuesday, Wednesday or Thursday, and we will take your Direct Debit in 3-7 working days after you receive it.
You’ll receive a separate email letting you know the collection date shortly after your invoice.
If you would like to set up or change your direct debit, please contact us and we’ll sort it out for you.
We’re not currently able to offer alternative payment dates, although we hope to in future.
If you’re behind on monthly payments, it’s always better to talk with us than let it get out of control. Get in touch with our Bath-based Customer Service Team on 01225 976276 and we’ll help you get back on track.
We will accept card payments if your account has fallen behind in payments and is in arrears, however, we still need you to have a Direct Debit set up to ensure future invoices are covered going forward.
Payment is only available by direct debit and this is normally set up when you place your order, and is required before we confirm an installation booking.
The first payment is not taken until after your installation has completed successfully.
If you need to set up a direct debit, or if you need to change your bank details that’s no problem at all, just give our Customer Care team a call and we’ll sort it out for you.
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