Increasing broadband charges

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.

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.