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Billing and Payment FAQ

Q. I didn't receive last month's invoice, can I get a copy?

Q. I was told that my monthly charges would be £**, but I have been charged more than this - why?

Q. How long does it take for a payment to go on to my account as I sent a cheque in the post/made a BACS payment, but am still receiving debt letters?

Q. I pay by credit card/Direct Debit each month so how can I owe you money?

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Q. I didn't receive last month's invoice, can I get a copy?

A. We no longer send out monthly invoices for residential* broadband customers who pay by Direct Debit. However, if you require a copy invoice for any other service then please email customerservices@demon.net with your account details, stating clearly which particular month’s invoice you require

*Residential is an account that does not operate under a company name

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Q. I was told that my monthly charges would be £**, but I have been charged more than this - why?

A. Your first invoice may include your monthly subscription charges, broadband back billing, setup fees and modem/router charges.

• Your monthly subscription is charged one month in advance. For example, if your billing date is 16th of the month, then your October invoice will show charges from 16th October 2005 to 16th November 2005.
• The setup fee is your product setup fee. This is a one-off fee that will appear on the invoice as a charge for a single date, for example, ‘01 October 2005 to 01 October 2005’.
• Broadband back billing is a pro-rata charge which represents the period of time between your service going live and your invoice being raised. This will always appear on the invoice as a single date, for example, ‘01 October 2005 to 01 October 2005’

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Q. How long does it take for a payment to go on to my account as I sent a cheque in the post/made a BACS payment, but am still receiving debt letters?

A. We will endeavour to ensure that all correct payments received by our finance department are applied to the customer’s account within 10 working days of receipt. To ensure that your payment is processed without delay please remember to provide the following information when making payments:

• Indicate which account/invoice the payment is for.
• Provide the correct bank details if making a BACS payment.
• Sign and date all cheque payments, and write your Demon account/invoice number on the reverse of the cheque.
• Keep your Direct Debit details updated online when changing banks.*
• Update your credit card expiry date details when necessary.*

* You can update your payment details online at www.demon.net/mypayment

If you have any further queries regarding this please contact our Customer Services Team on 0845 272 2666.

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Q. I pay by credit card/Direct Debit each month so how can I owe you money?

A. As long as your Direct Debit or credit card details have not changed and there are sufficient funds in your account, then all payments should be able to be processed successfully. A payment may fail and accrue on your account if you have failed to do the following:

• Keep your Direct Debit details up to date online when changing banks.*
• Update your credit card’s expiry date details when necessary.*

*You can update your payment details online at www.demon.net/mypayment

If you have any further queries regarding this please contact our Customer Services Team on 0845 272 2666.

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