What setup fees cover
Guide reference: HG-0020
Quote this reference if you contact us about this guide.
Approx. 3 min read
One-off charges when you join or restart a line. Setup fees cover activating your service, keeping your number if applicable, and sending equipment.
Don't worry about setup fees. They are one-off charges for getting your line live and are shown clearly on your quote before you order.
Quick answer
Setup fees cover activating your service, keeping your number if applicable, and sending equipment. You pay the setup fee from the invoice we send after you confirm your quote. We place your order once that payment is received.
More detail
Some providers hide setup in a free connection deal. With Simple Telecoms, setup is shown clearly on your quote before you agree.
The fee covers work to activate your line, transfer your number if you keep it, and post your router or phone equipment.
If you are a new customer, you set up Direct Debit using the link on your quote first. We then send an invoice for the setup fee. When we receive that payment, we place your order.
If you are already a customer and order a new service or change, you do not usually 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.
Setup is not a monthly charge. After your service is live, you pay the regular monthly price unless you change service.
What setup fees cover
Line activation and connection to the network.
Number transfer if you keep your existing phone number.
Posting router, adapter, or Home2Phone equipment to your home.
Any engineer visit booked for your address if required.
Account setup and welcome information.
Check your quote for the setup charge before you confirm.
Common mistakes
- Expecting setup fees every month.
- Assuming free connection means there is no setup work at all.
- Comparing setup on one product with monthly price on another.
- Paying nothing and expecting the order to start before the setup fee invoice is paid.
Things to know
- See Setting up Direct Debit for setting up Direct Debit from your quote if you are a new customer.
- See Why your first bill may be higher for how charges appear after your service goes live.
- See How 30-day contracts work for leaving without long exit fees.
- Restarting a cancelled line may incur setup again.
Frequently asked questions
When do I pay the setup fee?
We send an invoice after you confirm your quote. Your order is placed when that payment is received.
Do existing customers set up Direct Debit again?
Usually no. Reply to confirm your quote, pay the setup fee invoice, and we place the order.
Is setup refundable?
Setup covers work already done. See Refunds and credits for credit situations.