Missing credit not appearing on your bill

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. 

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.  

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). 

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 300 370 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.