Overdue and late payments

We understand that payment issues can arise, and some customers may be in a position where they are struggling to pay their bills. However, it is vital that you contact us to discuss any overdue or late payments as soon as possible to avoid unnecessary fees.

We remind customers that the contract with Speednet is a 30 days rolling contract which means 30 days’ notice of cancellation is required if you wish to cancel the service.

If a payment is missed or unpaid on your account, we will inform you of this via email in the first instance and may also send a SMS. Multiple attempts to contact you will be made regarding the outstanding balance before we suspend the service.

Your service will be suspended until the overdue balance is paid in full. If you have not paid the outstanding balance and have not contacted us to discuss the outstanding balance on the account, we may then disconnect your service and close your account as per our terms and conditions.

We do everything that we can to avoid fully disconnecting a customer’s service. If we have fully disconnected your service, we will not reconnect this until the full overdue balance on the account has been paid. Additionally, a reconnection fee will be due as well as your first months running costs upfront.

 

What is the difference between suspending the service and disconnecting the service?

Suspended services

Where a service is suspended the connection is still viewed on our monitoring system and the customer’s account is still active. Customers will not be able to use the service however can still access the client area and will still be able to view invoices.

 


Disconnected services

Where the service is disconnected, we will remove this from our monitoring system and will close the customers account with us. Before the account is closed, we will calculate the total amount due on the account and record this on the customer’s profile.

 

 



Tuesday, January 31, 2023

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