Firstly, please let us know as soon as you become aware that you’re unable to pay. This gives us time to discuss your individual circumstances and suggest solutions to keep your service active.
If your circumstances have changed longer-term and you qualify for our Social Tariff through receipt of an eligible means-tested benefit, we’ll discuss this with you and talk you through the next steps.
If we receive confirmation from your bank that your Direct Debit has failed, we will attempt to take the payment again.
If you think you’ll not be able to make the payment for any reason, please call us on 0330 236 9900 as soon as possible to avoid potential disruption to your service for non-payment.
If you’re experiencing long or short-term financial difficulties, we can look at tailored solutions for you based on your circumstances.
Please don’t ignore any missed payment notifications, as this will lead to disconnection of service, and we’re unable to reinstate your service until any balance on your account is paid in full.
Your invoice will be generated on the day you’re installed, and the same date every month after that.
Your payment will be taken on the monthly date you specified when you signed up with us.
If you think your bill isn’t correct, contact our team on 0330 236 9900 and one of our team will look into this for you.
Please note: your first bill after your service is installed will be a different amount than your contracted package – this is due to being charged for a prorated period of service.
Yes, you can! We can collect direct debit payments on either the 1st, the 15th or the 28th of the month. If you want to change your direct debit date, simply call our customer service team on 0330 236 9900 and they can arrange this for you.
If you’ve added Whole Home WiFi, Calls or another additional product to your service, your bill will be updated from the 1st of the following month.
If you’ve changed speeds, you’ll also be billed from the 1st of the following month. We’ll endeavour to upgrade your service as early as possible, meaning you’ll benefit from enhanced speeds at no additional charge in the period you’ve already paid for!
As part of our investment in new systems, our customer portal is currently unavailable as it’s being upgraded to make it easier for you to manage your Highland Broadband account. For any billing queries or help, please call our please call our friendly customer service team on 0330 236 9900 between 9am-6pm Monday to Friday.