Billing - how can I understand my final bill?
We’re sorry to see you go. Once we have confirmed your cancellation, your final bill will cover any outstanding balances or credits we owe you.
Any outstanding balances need to be paid within 30 days.
Your final bill will include:
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Your usual monthly charge for the services provided. This includes your broadband service and any additional services such as TV, Calls or Security.
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If we can provide service at your new address but you choose not to continue with us then we will charge you an Early Termination Fee. For contracts entered into before May 2026, your contracted ETF is your current core subscription price multiplied by the remaining number of months within the minimum term (i.e. the amount you would have paid us had you completed your contract commitment). For contracts entered into from May 2026, the contracted ETF is 90% of this. As a goodwill gesture, we will apply the lower 90% calculation to all customers.
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A credit in cases where you have paid in advance but left us before the end of that period.
Leaving your direct debit active for 8 weeks after your final bill will ensure any payments can be made swiftly.
