You pay your bill to Voneus via Direct Debit.

Direct Debits generally take up to 6 days to set up and the first payment will be taken only after your first invoice is raised, you will be charged within 3-4 working days (direct debits are not collected on weekend).

For any further information please contact our Finance team at: finance@voneus.com or alternatively choose option 4 on 0333 880 4141.

Your bill is created on the anniversary of your connection date in most cases. For example if you service started on 3rd of the month, your bill is created on or around the 3rd every month. Payment is taken 3-5 days after typically.

Payments are not taken at the weekend, or on bank holidays, so it will fall on the nearest date around your usual anniversary date.

If you need to change your payment date, please contact us.

Your bill is automatically created on the same date each month, this is usually the date your broadband service started with us and is set automatically when your account is created.

If you need to change your payment date, please contact us.

If you believe your bill is incorrect, please check the whole bill and make sure you take note of any credits or charges added to your bill. Especially if you’ve been in contact with us recently to make a change to your account or services.

If after this, you believe there is a problem, contact us and we’ll take a look for you.

If your circumstances have changed and you are struggling to pay your bills, the best thing you can do is to get in touch with a member of our team who will be able to discuss the options we have to support you and come up with a solution that will help you.

Call us 0333 880 4141

You can also find more support via any of the available free independent debt advice services that can help you with free and confidential advice.

Moneyhelper

National Debt Line - Freephone 0808 808 4000

A debt charity set up to give free independent debt advice over the phone and online.

StepChange Debt Charity - Freephone 0800 138 1111

Their advice is free and confidential, and they offer a wide range of solutions. They also have a useful debt assessment and management tool.

Citizens Advice

They provide knowledge and support in a wide range of issues free of charge.

No mid-contract price rises

You won’t find any hidden costs when you switch to better broadband from Voneus, because we promise never to increase your prices mid-contract. We believe in fair, transparent pricing and you’ll ways keep the price we offered throughout your contract period.

 The contract starts when we accept your order via email or letter. We will not begin providing the service or charging you until the Service Start Date.

What is the Minimum Contract Term and when does it start?

Your Minimum Contract Term begins on the Service Start Date. For new customers, this is the date your services are activated. For changes, upgrades, or new terms, it starts on the date specified in the order confirmation email or letter.

Minimum Contract Term

What happens at the end of the Minimum Contract Term?

At the end of your Minimum Contract Term, your contract will renew on a monthly basis at the current price for the same plan at that time. We will notify you before the end of your term and at regular intervals afterward.

What if I changed my mind and I want to cancel my order?

We understand things can change and whilst we are always happy to discuss a change in your circumstances, you can always cancel an order free of charge up to 14 days after your service was activated (typically, this is the installation date)

Can I cancel the contract after the Minimum Contract Term ends?

Yes, you can cancel the contract at the end of the Minimum Contract Term or any time after by giving 30 days' notice.

If you are currently on a Voneus plan whether that is our wireless broadband, full fibre or gigabit wireless broadband, you may switch to any of our other plans available at your property.

There are multiple ways to change your plan and find out information around this.

Email our sales team at sales@voneus.com or call them on 0333 880 4141 on option 1.

You can add an additional name on your account which will allow the new contact to contact our teams to discuss your account, billing or technical issues.

To get a new contact added to your account, simply get in touch with us via finance-inbox@voneus.com from the email addressed registered to your account or by calling us on 0333 880 4141 from the phone number linked to your account.

When you contact us to add an additional contact, we will need the below information:

• Full name of the additional contact

• Mobile number of the additional contact

• Email address of the additional contact

• If you’d like them to be able to report faults and service issues only, or if you’d like them to be able to manage all aspects of your account.

We’re sorry you are thinking about leaving us. If you are unhappy with our service, we would love to speak to you and discuss how can we make it right.

Please contact our customer service via helpdesk@voneus.com or give us a call on 0333 8804141 Option 2.

If your needs have changed and your plan no longer meets your needs, we would love to speak to you and help you find the right plan. Send us an email to broadband@voneus.com or give us a call on 0333 8804141, option 1.

And finally, if you’re leaving us due to moving home, or you need to cancel because of a bereavement, a critical illness or the cost of living - Send us an email to finance-inbox@voneus.com or give us a call on 0333 8804141 Option 4 and our team will be happy to help.

Moving home can be stressful enough, don’t let your broadband get in the way.

If you are moving into a new home serviced by Voneus, the process is straight forward, you may use our post code checker on our homepage to check if we service your property at www.voneus.com, alternatively you can call us on 0333 880 4141 on option 1 to speak with our sales team about potential options for your broadband needs.

If you are moving out of a property that Voneus currently services, you will need to cancel your contract with Voneus. The minimum contract term does not affect you if you are moving home. All you need to do is provide 30 days of notice to end your contract. You may be asked to provide evidence of your home move.

To do this, please contact our customer finance team for us to process your cancellation.

You may contact our Customer Finance team at finance@voneus.com or alternatively you may call them on 0333 880 4141 on option 4.

As a consumer, you are protected under the Consumer Rights Act 2015, which includes rights such as:

• Requesting reinstallation of services if they were not installed correctly.

• Requesting a price reduction if the services fail to meet the minimum speeds promised.

• Requesting a repair within a reasonable period if the service is intermittent, slow, or has no connection.

Please contact our team by calling 0333 880 4141 or via helpdesk@voneus.com  if you have any questions or need any support.

While we aim to provide effective services, we are not responsible for:

• Damages or losses due to delayed or cancelled installation.

• Damages or losses exceeding the value of the installation fee for incomplete installation.

• Losses caused by your breach of the contract.

• Damages from incorrect installation or misuse of equipment.

• Loss of information through your use of the services.

• Losses due to events outside our control, as described in section 18 of our Terms and Conditions.