How do I sign in?

Type your email on the sign-in page and we'll send you a link. There's no password.

I can't see Invoices or Account.

Those are for account admins. Ask an account admin at your business, or contact us to change your access.

How do I add someone else from my business?

Contact us through Support with their name, email address and whether they should see the whole account or just their own lines.

Where's my latest invoice?

Under Invoices once it's been sent. We also email it to your billing email.

Where are my older invoices?

Invoices from our previous billing system are in the same Invoices list. If one says Ask us for a copy, or you need one that isn't listed, ask us through Support.

My invoice says "Collecting by Direct Debit". Do I need to do anything?

No. We'll collect it by Direct Debit on the date shown, and it isn't overdue while it's waiting to be collected.

I got one reminder listing several invoices.

That's right: we send one reminder covering every overdue invoice, with a copy of each attached. Invoices being collected by Direct Debit aren't included. If you've already paid, thank you, and please ignore it.

What's the Price changes box on my invoice?

It tells you about a price change we've agreed on your account: which service, the old and new monthly price, and the date it changes. It also shows on the Overview until the change takes effect.

We were asked to pay an invoice by bank transfer instead of Direct Debit.

If your Direct Debit is no longer in place, we can't collect invoices that were waiting for it, so we email you our bank details and a new due date. Please pay by then, quoting the invoice number.

I've had a credit note and a new invoice. What do I do?

We found a mistake on an invoice, so we've cancelled it with the credit note and sent the corrected invoice. Just pay the corrected invoice (or nothing, if you pay by Direct Debit: we'll collect the right amount). If you'd already paid the old one, the credit comes off your next invoices; ask us if you'd prefer a refund.

Why did I get a separate invoice for equipment?

Equipment such as phones and routers is invoiced once, on its own invoice, on the day it's sent to you. Your monthly invoice covers your services and calls.

We've been asked to reply when our SIMs arrive.

Yes please: we order your mobile lines once you have the SIMs, so the lines are ready when you are. Just reply to the email.

Why aren't this month's calls showing yet?

Calls appear once we receive them from the network, usually after the month ends.

How do I stop international or roaming calls on a mobile?

Open the mobile under Mobiles and ask for the bar. We'll email you when it's done.

How do I change my bank details?

Account admins can do it under Account if it's available for your account. Otherwise contact us and we'll send you a secure link.

When does my contract end?

Your lines shows the contract end date for each line and service. Account admins also see the next contract end under Key dates on the Overview.

How much data has my broadband used?

Go to Your lines and choose Usage next to the broadband line: it shows the last three months, downloaded and uploaded, with the number of sessions and time online.

How do I change my broadband password?

If you're an account admin, go to Your lines and choose Request a password change next to the broadband line. Type the new password twice and send it. We'll make the change and let you know; your router then needs the new password. For your security we never show the password in the portal.

How do I report a fault?

Choose Support, then Report a fault or ask a question. For urgent faults, call us as well.

Something in the portal isn't working, or could be better.

Use the Feedback button at the bottom right of any page. You can follow what happens to it under Your feedback, where we may also ask you a question.