We’re going to make your joining process as simple as we can and have put together an overview of what you can expect.
Delivering your service
To start with, you’ll receive a Welcome call from one of our Order Managers. After introducing themselves, they’ll check all your order details to make sure everything is correct. They’ll also confirm your site details and access contacts, just in case any preparation work needs to happen before your order is installed. Once the planning work has taken place, they’ll contact you again to confirm your installation date.
If your order requires one of our technicians to visit your site, they’ll make sure that they arrive wearing their ID badges, so that you can see who they are. They’ll talk you through everything, connect your services and check everything is working in line with your original order before they leave.
Your Order Manager will be with you every step of the way and stay in regular contact with you. They’ll include their contact details on any correspondence with you, so you can always call them directly if you need to.
You can track your order online click here.
Your first bill
Aside from any new installation charge(s), your first bill may well be higher than subsequent bills. This is perfectly normal because each new service that’s installed will be pro-rated, so that the service falls in line with a billing period. The billing period is determined by the date your invoice is produced. So, if you’re billed monthly, the first invoice you’ll receive will bill a part period and also a full month. This is also the same for quarterly or annual billing. Your next invoice and all future ones will bill for the appropriate time period (one month).
We’ve created a handy Bill Explainer, so if you need any help understanding your bill and the charges on it, please click here.
Let’s face it, paper-free online billing makes better sense for everyone. Less paperwork for you, less waste for the environment. But with our MyBill online billing application we’ve gone one step further. Now, you can view and analyse every aspect of your services online and use that information to help you manage your business costs. It’s seamless, secure and totally interactive. We’ve made sure there’s on screen help just in case you need it.
Registering is easy, just click here.
Once registered, your first bill and all subsequent bills will be located in MyBill.
Already registered for online billing? Then click here to access MyBill.
How to pay
There are a variety of payment methods available but Direct Debit is the easiest way to pay your bill and manage your account. Other alternative options are Credit/Debit Card, BACS and Cheque. For more details on how to pay, click here.
Help & Support
If you have any queries about your service, please contact us and we’ll be happy to help. The easiest way is to contact us online and follow the on-screen prompts.
Alternatively, you can call the team on 0800 052 0800.
If you need help using your services, please take a look at the useful information in our Help & Support area. Just click on one of the following links to find what you need:
Naturally, we want everything with your service to be 100% perfect but in the unlikely event of a fault, please call us on 0800 052 0800. Please have your account number to hand when you call and give us as much information as you can about the problem you’re experiencing.