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Frequently Asked Questions About Your Bill

Have questions about your bill? Here’s some of our most frequently asked questions with answers, to help you get on your way. Have a different question? Contact us on 0330 236 9900 or submit your enquiry here.

Can I change the date of my bill?

Our bills are always collected on the 1st of each month. However, if this date doesn’t suit you can make a debit card payment or bank transfer before the end of the month prior (doing this before the end of the month will ensure you don’t have any missed payments).

My bill is incorrect – what do I do?

If you think your bill isn’t correct, send an email to invoices@lothianbroadband.com or contact our team on 0330 236 9900 and one of our team will look into this for you.

When do you process payment?

We process payments so you see it reflect on your statement on the 1st of each month (or the Monday following if it falls on a weekend).

When do you send bills?

We generate your bill monthly on your payment date (the 1st) – but you’ll also receive a GoCardless notification a few days before we take the payment.

How do I register for online billing?

When you sign up with us, you’ll be sent login details to your unique customer portal

where you can submit your direct debit details.

How do I view my bill?

You can view your bill through the customer portal.

How do I add or update my direct debit details?

  • Log into the customer portal with your emailed username and password.
  • On the menu bar, hover on ‘ACCOUNT’ to see the drop-down menu, then click on ‘PERSONAL INFORMATION’.
  • Scan down to the bottom of the and click on ‘ADD BANK ACCOUNT’. Fill in the simple direct debit mandate form and press the blue button to ‘SET UP DIRECT DEBIT’.

How do I request an invoice?

  • Log into the customer portal with your emailed username and password.
  • On the menu bar, hover on ‘ACCOUNT’ to see the drop-down menu, then click on ‘INVOICES’.

You’ll see a full history of all invoices. If you click on the PDF symbol on the right hand side, you can download and save each invoice.