Frequently asked questions

Have a question surrounding your account? Look no further! Check out the information below for quick and helpful answers.

Frequently asked questions

I’ve just legally changed my name, what do I need to do to update my account?

To proceed, please send a copy of either your marriage certificate or deed poll certificate to the following email address:

Why is my first bill higher?

Your first bill will always appear higher as you will be billed from the day your services were installed to the end of the following month. Following on from that your next invoice will return to the price agreed as you will just be billed for that calendar month.

Why are the installation charges on the first bill when I have paid these upfront?

In our first invoice, we include all upfront charges for products to provide a transparent breakdown of what your initial costs cover. Rest assured, you won’t be required to pay these charges twice.

I’m looking to set up a direct debit, what day can payments be taken?

You can choose from three direct debit dates: the 7th, 16th, or 28th of each month. Please note that no other dates are available for setting up the direct debit.

A relative has just passed away, what would be the next steps to either close or takeover the account?

For the account takeover process, kindly email us a copy of the death certificate, along with the contact details of the individual wishing to take over the account, to If you only intend to close the account, please clearly state your request in the email. Alternatively, if you prefer to send the documents via post, kindly use the following address: Global House, 60B Queen Street, Horsham, RH13 5AD.

I am looking to make a complaint, what is the process?

When you raise a complaint to our Customer Care team, we aim to resolve it within 10 working days. However, if the situation requires further attention, complaints can be escalated to a senior level and ultimately to the team leader/manager of the respective department.

If your complaint remains unresolved after 8 weeks or reaches a deadlock, you have the option to escalate it to our independent adjudicator, CISAS. You can initiate this process by visiting the following link:

Through CISAS, you can formally present your case, and our company will either defend its position or work towards a fair settlement to reach a resolution. We are committed to addressing your concerns and providing a satisfactory outcome.

When does my 14 day cooling off period start from?

Your 14 day cooling off period starts the day you agree to enter into a contract with us via either phone or through our website and not from the day the services are installed.

I’m a power of attorney for one of your customers, how do I make you aware of this?

You will need to send in a copy of this document to us to the following email – along with the details of the person it relates to. If you are wanting to send this in via post please send it to the following address: Global House, 60B Queen Street, Horsham, RH13 5AD.

How much is the paper bill charge for my invoices?

If you are wanting your invoices sent to you via post, there is a monthly charge of £10 for this.

How much is the charge for not having a direct debit set up?

If you are wanting your invoices sent to you via post, there is a monthly charge of £10 for this.

I’ve just left you, how do I return my router?

Once you leave us you will be sent a prepaid returns bag to the address you state, once received you have 14 days to return it. If you return it using your own means, it will need to be sent to the following address- Netlynk, 1 First Avenue, Maybrook Industrial Estate, Sutton Coldfield, Birmingham, B76 1BA.
You will also need to provide proof of postage to the following email address –

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