| Product | Standard Tariff Price |
|---|---|
| Fibrely Superfast 80 | £32.00 |
| Fibrely Ultrafast 110 | £33.00 |
| Fibrely Ultrafast 220 | £36.00 |
| Fibrely Ultrafast 330 | £39.00 |
| Fibrely Ultrafast 500 | £46.00 |
| Fibrely Gigafast 900 | £52.00 |
| Broadband+ | £4.99 |
| Fixed IP Address | £3.99 |
| Item | Description | Amount |
|---|---|---|
| Connection Charge | Applied to new connections to cover installation fees | £50.00 |
| Postage Fee | Applied when sending out hardware | £9.99 |
| Appointment Amendment Fee | Applied when an appointment amendment is made >= 2 days prior to the appointment date | £1.00 |
| Late Appointment Amendment Fee | Applied when an appointment amendment is made < 2 days prior to the appointment date | £6.50 |
| Direct Debit Rejection Fee | Applied to your account when we are unable to collect any bill via direct debit. | £1.50 |
| Late Payment Fee | Applied to a bill that remains overdue for 14 days+ after its due date. | £10.00 |
| Enhanced Debt Recovery Fee | Applied if we need to pass any debt to a debt collection team or third-party agency. | 25% of outstanding debt + VAT |
| Router Replacement (Due to Customer Loss or Damage) | Applied when a replacement router is required due to loss or customer damage. | £50.00 |
| Unreturned Router Fee | Applied when a customer leaves and does not return their loaned equipment. | £50.00 |
| Home Move Fee | Applied as an administration fee to transition your account and its services from one premise to another. | £25.00 |
| Non-Electric Bill | Applied when billing needs to be sent in a non-electric medium. | £2.00 Per Bill |
| Contract Admin Fee | Applied when we need to administer changes to an accounts contract (such as change of Account Holder) | £5.00 |
An early termination fee may apply to you when you cancel your agreement with us during your minimum contract term. For more details, please see our Terms and Conditions.
Your early termination fee is based on the services that make up your package and the number of months remaining on your minimum term.
How we calculate your Early Termination Fee:
The fee is the total remaining amount you would have paid up to the end of your minimum period. We subtract a percentage of revenue for any costs we save (for example, payments to suppliers) as a result of you leaving early.
You pay £35 per month. You have 4 months left in your minimum term. We multiply £35 by four months, totalling £140.
We then deduct a percentage of the product revenue (dependent on rate and product selected) for cost we save (for example 70% of £35, £24.50). We multiply this saving by the remaining minimum term (£24.50 x 4 = £98) and deduct this from the revenue remaining (£140 – £98 = £42).
An additional hardware charge may then be applied for any loaned equipment that is not returned. See our Pricing Guide for more information.
You can update your contact details any time by speaking to a member of our team or by logging into “My Account”.
In “My Account” simply click the edit button next to the detail you wish to amend.
If you wish to update the Primary Account Holder, you will need to contact us so we can validate details relating to the purpose/reason for the alteration.
Updating your Direct Debit Details couldn’t be simpler, log in to “My Account” and navigate to Direct Debit. Here you can click edit to amend the details.
Alternatively, you can speak to a member of our team over the phone who will be able to process your direct debit request for you.
Note: If a payment is due within the next 10 days, it will be taken against the old direct debit mandate. If this account is no longer active, a payment will need to be made via card to ensure continued service.
For your protection we use GoCardless as our Direct Debit Partner. They house your mandate, and we communicate with them for payment collection.
Just log in to your My Account or get in touch with us. We’ll be able to arrange that with you. But bear in mind that if the payment you are making is due to be taken by Direct Debit, we won’t be able to stop the Direct Debit leaving your bank account.
We understand that from time to time, circumstances mean payments become harder. If you think you won’t be able to pay your bill then please get in touch with us and we’ll do all we can to help you out.
This can happen if you haven’t got enough money in your account or there’s a problem with your Direct Debit mandate (such as you recently changed your bank account).
We will notify you if your payment does not go through. When that happens a failed payment charge will be applied to your account and you will need to pay by card within 5 days. We may also retry your Direct Debit if your failure was because of insufficient funds, this is normally 3-5 days after the date of your failure.
If we still can’t take a payment, your services will be suspended and we will charge you a £10 Late Payment Fee.
This can happen if you haven’t got enough money in your account or there’s a problem with your Direct Debit mandate (such as you recently changed your bank account).
We will notify you if your payment does not go through. When that happens a failed payment charge will be applied to your account and you will need to pay by card within 5 days. We may also retry your Direct Debit if your failure was because of insufficient funds, this is normally 3-5 days after the date of your failure.
If we still can’t take a payment, your services will be suspended and we will charge you a £10 Late Payment Fee.
Yes, you can arrange for someone else to pay your Direct Debit as long as you have their permission and they have a UK Bank Account.
Note, it is still your responsibility as the account holder to ensure your payments remain up to date.
Your billing date is automatically set when you order from us.
If you want to change your billing date, you will need to wait until you’ve received your first bill. After that, just login to My Account or contact us and choose any date from 2nd to 28th of the month.
Bill dates can only be changed once every 6 months.
You can view your bill at any time by visiting My Account and navigating to bills and payments.
Here you can see all your bills and payments.
On your bill, you will see various line items per product type you take from us. For regular payments, like Broadband, TV, or Phone, you pay for the next month in advance. But because we can’t know the extra things you might use, like broadband usage, you’ll see these on your bill the month after.
We provide itemised billing so everything we charge will be listed and clear to see. We want to make your life as easy as possible.
You'll see a pro rata charge on your bill when you've signed up part-way through a billing month. It is simply a charge for that part month.
How is a pro rata charge worked out?
A pro rata charge is based on the number of days between your sign-up date and your billing date.
We charge for our services per month. If you signed up mid-month, we wouldn't charge you for the full month.
Let's say you signed up on the 18th September. We'll work out what you owe us based on the number of days from the point you signed up (from the 18th September) and your next billing date.
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