How do I update my contact details?
You can update your contact details in through our customer telecoms portal.
You’ll just need to click on Personal details and Edit contact your details. Once you’ve made the changes, you can click on Update to save the changes.
Can I have extra time to pay my bill?
We’re here to help, so please let us know if you’re struggling to pay and we’ll be able to discuss your options.
How can I pay my bills?
You have two option when it comes to paying your bill, details are below
Set up a direct debit
You can take the hassle out of paying by setting up a direct debit. You can sign up for direct debit when you first join, you’ll just need to click on Bills and scroll down to Your payment method. Or you can give us a call and we’ll go through this with you.
Customer area You can pay by debit or credit card online as soon as your bill is due through our customer telecoms portal
Do I get charged if my payment is late?
You’ll be charged a fee of £10 if your payment doesn’t reach us by the due date shown on your bill.
What will my bill look like?
An example bill and your bill explained can be found here
Can I get a copy of my bill?
You can view all your bills, anytime by logging in to our customer area
This will show a breakdown of your latest bill that you can open, as well any past bills we’ve sent.
I don’t know my Wi-Fi password
A Wi-Fi Key, also known as a Wi-Fi password, allows you to connect devices such as tablets, mobiles or laptops to your broadband, via a wireless router.
It’s generally located on a label attached to the bottom of the router itself.
I’m having problems setting up my Broadband
To help you set up your Broadband we’ve created guides for our routers
I have no lights on my router
Usually, if you have no lights on your router, it simply means the power adaptor is not connected correctly, not turned on, or you’re using the wrong power adaptor.
If you have checked you are using the correct power adaptor, the power outlet is turned on and the router itself is turned on, you may need a replacement.
Simply call our Technical Support Team on 0247 771 4322, and we’ll be happy to help you.
I’m having problems with my Wi-Fi
- Turn your router and computer/device off for a few minutes, then turn back on
- Try moving your router and point it in different directions to see if you can improve the signal. Avoid putting the router in a corner of the room or on the floor or under furniture if you can,
- If you’ve got any other electrical or wireless equipment you can test to see if these are interfering by temporarily turning them off or moving them away from the router. e.g. TV’s, microwaves, baby monitors, cordless telephones or video senders.
- If you’re still having problems, please contact technical support on 0247 771 4322.