How service changes affect your bill
Guide reference: HG-0028
Quote this reference if you contact us about this guide.
Approx. 3 min read
Credits, pro-rata charges, and timing when you change service. Existing customers usually reply to confirm the quote, pay the setup fee invoice, and we place...
Don't worry if you change your service and your bill looks different. This is normal and depends on when the change happens in the month.
Quick answer
Existing customers usually reply to confirm the quote, pay the setup fee invoice, and we place the order when payment is received. Your monthly bill may then show credits or pro-rata charges depending on when the change happens.
More detail
If you are already a customer and order a new service or change, you usually do not need a new Direct Debit. Reply to confirm your quote, pay the setup fee from the invoice we send, and we place the order when payment is received.
Your Direct Debit is usually collected around the 15th or 16th of each month. That payment covers the upcoming calendar month of service.
If you upgrade or downgrade after payment has already been collected, we credit your account for the unused part of the month at the old price.
If you change before the next collection, there is no partial month credit for the old service. You pay pro-rata for the new service and the next calendar month in advance.
Contact us to request any service change.
How to order a service change
Contact us to request the change and receive your quote.
Reply to confirm the quote if you are an existing customer.
Pay the setup fee from the invoice we send if one applies.
Wait for us to place the order once payment is received.
Note whether your last monthly payment was already collected around the 15th or 16th.
If payment was collected, expect a credit on your next bill for unused days at the old price.
If payment was not yet collected, expect pro-rata charges for the new service plus the next month in advance.
Check your next bill for credit lines and new service lines with date ranges.
Contact us if anything on the bill is unclear after reading this guide.
Common mistakes
- Expecting a partial month refund when changing before collection.
- Thinking a credit means something went wrong with billing.
- Assuming a service change takes effect the same day without checking dates on the bill.
Things to know
- See Why we bill in advance for how calendar month billing works.
- See Understanding your billing dates for when bills are issued and payment is collected.
- See Refunds and credits for other credit situations.
Frequently asked questions
Do I need a new Direct Debit?
Usually no if you are already a customer. Reply to confirm your quote and pay the setup fee invoice.
When is payment collected?
Direct Debit is usually collected around the 15th or 16th of each month.
Will I always get a credit?
Credits apply when you change after payment was collected. There is no partial month credit if you change before collection.
How do I request a change?
Contact us with what you want to change.