Billing & Payment

Moving home can be both exciting and stressful!

It’s worth checking if the Truespeed network is in the area you’re moving to before you cancel. So we can check this for you, and help with your move, please contact our Customer Care Team on 01225 300370.

If we’re in the area you’re moving to and can get you connected at your new property, the team will support you through that process.

Need to cancel? We require 30 days notice to cancel your service. If you are within your contract, it’s likely you will need to pay early termination fees or exit fees. Please call us when you can so we can give you the lowdown on everything you need to know.

We’ll be sorry to see you go, but if you’re thinking of leaving us we make everything easy.

You can call our Customer Service Team on 01225 300370 whenever you want to cancel your Truespeed service. If you’re still in a contract, you may be charged exit fees. To see how we calculate exit fees, read this FAQ.

If you’re still in contract and exit fees do apply, our Customer Service Team will calculate and confirm anything owed. If you’re out of contract, all we need is 30 days notice and then you’re free to switch.

If you need to update your Direct Debit details, just call our Bath based Customer Service Team on 01225 300370.

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 able to offer custom payment dates at the moment, but this is something we’ll be looking to offer in the future. For now, all customers are charged on the third working day of the month.

Your monthly invoice is a breakdown of your broadband costs, call plans and any phone calls you’ve made (if you have a landline). You will be invoiced at the beginning of each month, and charged on the third working day for that particular month.

Put simply: you pay for your services before you use them.

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 can look at what we can do to help you.

The short answer is yes. You need to be able to pay for the service we’re providing. By getting a Direct Debit in place, you won’t miss payments or build up a debit balance with us.

Direct Debit is the only payment option we offer. We’ll send you an email just before your service is installed with instructions on how to get this set up.

We 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.

Exit fees are charges applied to you by your provider when you leave an agreed contract term before it ends.