Billing & Payment
Looking to change your account details? Need help with a change of circumstances?
Here you’ll find helpful information to explain how your billing works.
What do you need help with?
Understanding my bill
Your first bill explained
Your first Direct Debit payment will be slightly different to your standard bill amount – as it will include your one off installation fee (if applicable).
Our team will set up your monthly Direct Debit using GoCardless. Don’t worry you won’t be charged until your service is live.
Your payments are protected by the Direct Debit Guarantee offer by all building societies and banks who accept Direct Debits.
When you set up your monthly Direct Debit with us we will agree your billing date – which is the date we’ll take your payment every month. Your billing date won’t be the same date your service goes live, you will only be charged a pro-rata amount to cover the period between your joining date and your next billing date once you’ve gone live.
For example, if you join on the 20th of January and chose to pay by Direct Debit on the 1st of the month, your first month’s bill will contain a pro-rata period to cover the period 20th January to 31st January, along with your usual tariff charges for February.
Your current bill
GoCardless will email you your monthly bill when they take payment. If you’re not receiving payment notifications please contact our Customer Service team here
If you’ve added on extra services like WiFi Boosters or Phoneline+ during your broadband subscription we will add a pro-rata amount onto your next bill to cover your additional service period.
You may be subject to an annual price increase, please check your contract for details of this. If it’s not what you’re expecting please contact Customer Services on [email protected]
We understand that sometimes circumstances change and that you need to update your payment details during your contract period. Unfortunately, we are unable to update any payment details via email.
Notice something not quite right or need to update your payment details? Please contact our Customer Service team here and they’ll be happy help.
Your last bill
If you choose to leave whilst you’re still in contract you’ll be charged an Early Termination fee as detailed in your contract. This covers the service from the date you leave up to the date your contract ends.
For example, if you have 10 months left on your contract term and pay £30 a month you will need to pay £300 to end the services.
If you terminate your service during your 14 day cooling off period you won’t be charged.
Good news! The bill you receive each month is also your VAT invoice.
If you need a copy of any previous bills, please get in touch with our Customer Service team here
Cost of living help
If you’re struggling to pay your monthly bill speak to us. We can discuss changing your tariff to a more affordable option that best suits you.
If payment isn’t received and we don’t know why, your service will be suspended leaving you without any internet access. We want to avoid this and help keep you connected. See more here
Due to the rising cost of living many are unable to take advantage of the benefits of high speed broadband. That’s why we have our Helping Hand Social Tariff, find out more here
Credit & Compensation
Switch Credit
If you received a Switch Credit when you joined Wildanet, this will be added as a bill credit to your account. Your credit will be applied to your monthly reoccurring payments until your full Switch Credit amount has been used. The Switch Credit can’t be applied to one-off payments such as installation fees. You can see the full terms here
The Switch Credit will only be applied to your monthly payments. If you cancel you won’t be refunded the remaining value of your Switch Credit. You can see the full terms here
Failed payment
If payment isn’t received, we’ll retry taking the payment within 3 days of the original billing date. If the retried payment isn’t received in the next 7 days and we don’t know why, your service will be suspended leaving you without any internet access.
If your service is suspended but you want to be re-activated, please call us on 0800 0699906 – your service may take up to 24 working hours to be re-activated.
We want to avoid suspending your service and help keep you connected so if you’re struggling to pay or want to change your billing date please contact our Customer Service team.