Falling behind or making additional payments

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.

Your monthly invoice is a breakdown of your broadband costs, call plans and any phone calls you’ve made (if you have a landline).

We’ll send your invoice on the first working day of the month. We’ll take your Direct Debit in 3-7 working days of your invoice being issued.

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 working day of the month and will take your Direct Debit in 3-7 working days after you receive it.

We’re not currently able to offer alternative payment dates, although we hope to in future.