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Frequently Asked Questions: Annual price change

Why is my monthly price increasing?

We know that a price rise is never welcome news. We pride ourselves on being an affordable service provider and wouldn't apply this increase unless it was necessary.

In line with our Terms of Service, we are permitted to review our pricing once a year equivalent to the CPI rate of inflation plus 3.9pp.

Inflation affects our operating costs in the same way that it affects your household budget, and it's important that we cover these costs to allow us to continue to provide a high standard of service. We are also seeing an increase in broadband wholesale costs.

These changes will allow us to continue to invest in our network technology, support our commitment to maintaining our UK call centre, and continue to provide your service at a competitive price.

How does this increase compare to other broadband providers?

Most broadband providers will be increasing their prices around this time of year.

Provider Increase %
BT 9.3%
EE 9.3%
Plusnet 9.3%
TalkTalk 9.1%
Vodafone 9.3%

What should I do if I'm unable to pay my bills?

Your first step should be to Get in Touch and we’ll let you know whether there's a better value package available for you.

If you're struggling financially, you may prefer to speak with the experts directly -

Can I cancel my service?

In line with our Terms of Service, we're permitted to review our pricing once a year equivalent to the rate of inflation plus 3.9pp.. Because these changes are within the terms of your contract, if you’re still within your minimum term and choose to cancel your service then cancellation fees may apply.

If you are out of contract, you can cancel your service at any time by giving us a call or placing an order with another provider.

Do I need to do anything?

Your bill will be taken on the same day as usual, using the Direct Debit details we have on file for you. So long as your details are up to date, you won’t need to do anything at all.

If we run into any issues when we come to take your payment, we’ll get in touch with you via email to let you know what the issue is and how to resolve it.

I’d like to register a complaint

You can submit any complaint by emailing our Help and Support department -

Alternatively, feel free to Get in Touch with our team and they’ll be happy to listen to your feedback and do whatever they can to resolve your issues.

Can’t find what you’re looking for?

While we’ve tried to cover the most important stuff, if you’d like to suggest a topic we’ll be happy to add it to the help and support page. In the meantime, our live chat team are always ready to help!