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If you couldn't find the information you were looking for you can give one of our advisors a call, they'll be happy to help.
Billing and account FAQs.
Online account.
How can I access my online account?
Currently, the online account feature is only available for customers who have signed up through our website. If you have placed your order via the website, you should receive an activation email. Please be sure to check your junk inbox if you don't find it in your main inbox.
For customers who have signed up via our sales team, the online account feature is not yet available. However, we are working hard on making it accessible to all customers and will notify you once it is rolled out.
I’m not able to log into my account
If you’re having problems logging into my account, you can reset your password by clicking on the forgotten password link. If you’re still having trouble, please call our customer service team.
Making payments.
How can I pay for my broadband?
Paying by Direct Debit is the easiest way to pay for your G.Network services.
We also accept payments by:
- Credit or debit card – click on "View and pay online now" at the bottom of your invoice.
- Internet or phone banking, please use our using details provided below.
- Direct payment, please use our details provided below.
G.Network Communications Limited
Barclays Bank
Sort Code: 20-78-98
Account No: 03902919
Please ensure you quote your invoice number on any direct payments.
How can I set up a direct debit?
If you’ve not already set up Direct Debit and would like to do so, click on "View and pay online now" at the bottom of your invoice to get started.
You can also set up your direct debit by phone on 0203 909 4555.
The payment link on my invoice does not work, how can I make a payment?
If you have already set up a direct debit, the payment link on your invoice will not work, and your payment will be automatically collected around the 21st of the month.
If you don't have a direct debit set up, please send an email to customerservice@g.network. We can assist you by either setting up a direct debit or sending you a new payment link.
Committed term and contract information.
How do I know when my committed term ends?
To find out when your committed term ends, refer to the contract documents that you received in your email when you signed up with G Network. If you cannot find them in your inbox, please make sure to check your junk mail folder.
The committed term begins from the day your service became active. If you are uncertain about the specific date or need another copy of your documents, please get in touch with us on email to customerservice@g.network and we’ll be happy to help.
Can I change the name of my account?
Unfortunately we are unable to change the name of the account but if you wish to add another name to your account then please email customerservice@g.network.
Make sure that the person you wish to add to the account has been cc’d in the email.
Account statements and invoice details.
Can I request new copies of my invoices?
If your email address is registered as a contact in our system, we can easily provide you with copies of any invoices we have previously sent to you.
Simply send an email to customerservice@g.network to request new copies.
How can I get a statement for my account?
For a breakdown of your overdue invoices and any payments you have made, please contact one of our advisors via email at customerservice@g.network.
They will be able to provide you with the necessary information about your account.
How can I update the email address that my monthly invoices are sent to?
You can add or change your contact details including changing your email address by emailing customerservice@g.network.
Please include the the details of the information you would like to update.
What is in my invoice?
Your invoice will include:
- Any one times charges as per your order, for example a connection fee or any add ons.
- Your monthly charge for the products outlined on your contract documents.
If you have any queries about your invoice, please email customerservice@g.network
When will I receive my monthly invoice?
You will receive your first G.Network invoice via email on the day that you are connected.
Going forward your monthly invoice will be dated the first of the month and you will have 20 days to make payment as per our terms of payment.
If you have a direct debit set up then you don’t need to do anything as your payment will automatically be collected around the 21st of each month.
What should I do if I haven’t received my bill?
Please email on of our advisors at customerservice@g.network and reference the last bill you received so we can investigate this for you.
Cancelling your subscription.
How can I end my contract?
You can end your contract with us by emailing customerservice@g.network.
As per our terms and conditions, we require 30 days written notice to terminate your service.
If you are within a Satisfaction Guarantee period, you can cancel your contract without any specific reason, and without any penalty. Otherwise, you may have to pay termination charges for ending the contract early.
Our charges are calculated based on the remaining months in the minimum term multiplied by the monthly cost of the contract.
For example, if 4 months were remaining on a broadband service charging £30 per month, 4 x £30 = £120 Early Termination Charge.
You can find more information regarding the charges that would be required in our terms and conditions.