Payment and billing dates

• We charge monthly in advance for all service charges, payments are due by Direct Debit, and charges commence from service activation.
• Installation/ activation payments are due immediately by credit or debit card.

Your regular monthly bill/payment date will be either:

• The 1st of the month (default for most customers)
• Your service activation anniversary date
  • (e.g. if your connection was installed on the 25th March, your monthly bill date will be the 25th of each month.)
• Another date of your choosing

This is called your monthly bill date.

Service activation date anniversary billing

Between September 2020 and October 2020 we experimented by changing the monthly bill date to be the service activation date. However with customer feedback, most customers preferred the 1st of the month, so we have have reverted to this method.

This does mean that for any customers that placed their order with us during September and October 2020, you may have service activation date billing.

If you would like to change your regular monthly bill date to another day, please request this here.

Key Dates

• Activation/installation:
  • Your set up/activation charge is always charged upfront at the time of your order.
  • Payment is taken via credit/debit card.
  • The credit or debit card you use is stored on file (securely with our payment provider Stripe), but regular payments use Direct Debit.
• First bill after service activation/installation:
  • Your first bill is raised after your service installation/activation.
  • The first bill will cover the upcoming period for the service(s) you have to your regular monthly bill date. Your regular monthly bill date could be one of three options as per above.
  • Payment is requested of your first bill within 4-5 working days - and as notified to you.
• Regular monthly bills:
  • Your regular monthly bill is raised 7 days before your monthly bill date.
  • This bill covers the upcoming monthly service charges.
  • Direct Debit will collect the charges on or shortly after the monthly bill date.
• Upgrade bills:
  • The upgrade bill will be issued on the date of upgrade.
  • Direct Debit will collect this charge within 4-5 working days.
• Downgrade bills:
  
  • Any credits due, if applicable, will stay on your account. No refunds will be due. The credit will be used toward any future monthly charges.
• Early termination/ cancellation bills:
  • Bill raised on the date that your service is requested to cancel early.
  • Payment is due immediately on service cessation.
  • If you pay by Direct Debit, the payment will be schedule for the service cessation date.
• Adhoc bills:
  • They will be issued adhoc depending on the charge requested.
  • Direct Debit will collect this charge within 4-5 working days.

First Bill & Payment

Your first bill will be issued following your service installation.

The first bill contains advanced rental charges up to your next monthly bill date.

The payment for your first bill is due immediately, however as most customers pay using Direct Debit, it will take 4-5 working days to collect due to BACS timings. 

E.g. if your service commenced on the 12th March, and your monthly bill date is the 1st of the month, then your first bill shall be for the advanced rental from 12th March to 31st March inclusive. 

Regular Monthly Bills & Payments

Regular bills are sent 7 days prior to your monthly bill date, but are dated on the monthly bill date.

As customers pay using Direct Debit, we shall schedule your payment for the monthly bill date, or the next working day.

Your monthly bill will cover the upcoming full month of service to the next monthly bill date.

E.g. if you were connected on 12th March, and your monthly bill date is the 1st of the month, you will have received your first bill on 12th March for the period of 12th March - 31st March. Your next, regular bill will be cover your charges for 1st April - 30th April, it will be issued to you on 25th March (7 days prior to your monthly bill date). Your payment for the "April" bill is due on the 1st April, or the next working day (if the 1st April was a non-working day). If you pay using Direct Debit, we will automate this.

Activation/set up bill & payment

All payments relating to set up/activation are charged up front before the works commence and often charges are requested by Credit/Debit card which are taken immediately.

Upgrade bills & payment

If you have requested an upgrade for your service, then we shall generate a pro-rated upgrade bill on the date of upgrade.

As we bill your charges in advance, the upgrade invoice shall pro-rata credit the unused portion of the old service, and it will pro-rate bill the new service speed up to your bill date.

The upgrade bill shall be due immediately, on the date of the upgrade. However as most customer are set up with Direct Debit payments, this shall collect your charges within 4-5 working days.

E.g. if your monthly bill date is 1st of the month, then you will have been charged already for the upcoming period of 1st current month - last day of current month.
If your service is upgraded on the 16th of the month from UltraBEAM 100 to UltraBEAM 300, then the upgrade invoice will credit the UltraBEAM 100 service from the 16th to the 31st (or last day), and we'll charge UltraBEAM 300 service from the 16th to the 31st (or last day). This ensures that you've paid for the old service up to the upgrade date, and the new service from the upgrade date to your next bill date.

Ad-hoc bills & payment

Occasionally we may charge an ad-hoc charge, e.g. a router replacement fee, missed appointment fee.

As most customers will pay by Direct Debit, we shall automatically request the payment for the upgrade invoice on the invoice due date. Due to BACS Direct Debit timings, the actual date that money will leave your bank account will be up to 4-5 working days following bill date.