Let us help you

Why are you increasing your pricing now?

We’ve increased our prices because of increased operational expenses, but also so that we can continue to improve your broadband experience. 
In line with these changes, we’re reinvesting in enhancing our infrastructure, developing new products, and elevating service levels across our business and many of these initiatives are already making a positive impact. 

How much is it at the end of the contract if I don’t renew? 

Our standard pricing applies if you choose not to renew at the end of your contract.  Visit https://the4thutility.co.uk/pricing for more information or for any specific questions related to your contract please call 0800 066 2833 and choose Option 4 for our Billing Team.

How can I see my new charges? 

To learn more about the price increases and how they will impact you, please check your email or letter from us for a more detailed and personal breakdown. Alternatively, you can contact us on 0800 066 2833 and choose Option 4 for our Billing Team, who will be able to assist you further.  

I have a long-term contract, how does this affect me?

You will receive an email from us with information about your new price. It comes into effect from your April bill onwards, in line with our Terms and Conditions. If you want to check your contract for what to expect, it’s in our email to you called We’ve got your order! as an attachment. On Page 1 we have a Price section saying “ Each April throughout your contractual term we will increase the price by the CPI rate of inflation plus 3.9%. After your commitment period ends, we will charge you our standard price for high-speed broadband internet access services, which can be found at 4thutility.co.uk/pricing. For example, using a CPI value of 2%, this would mean if your monthly price were £20.00 it would increase to £21.18 from April next year.”

The CPI Rate of inflation was 4% in January 2024, and so you will see an increase of 7.9% for 2024.

You can pay by Direct Debit, credit card or debit card. Here's what you need to know before you decide which option to take:

Direct Debit

An easy way to ensure you never miss a payment.

No need to update your account details once it's set up.

You'll need to have enough money in your account when your payment is due. We will request payment on your payment due date each month, however, the date your payment leaves your account can be up to five working days later. If you need to make sure your payment is taken on exactly the same date each month, the option is not for you.

Credit or Debit card

Pay with Visa or MasterCard.

Pay your monthly invoice or if you need to reactivate your Service.

You'll need to keep your card details up to date (we'll remind you when it's about to expire). Your payment will be processed on the day it is requested, even if it is a Bank Holiday or weekend.

If your service has been suspended due to a failed payment, switching to pay by Card will be the quickest way to reactivate your service. Just log in to your online account and update your payment method. Your service will be reactivated in around 2 hours.

You can click the below link, which takes you to our login page. Just click the link Forgotten Password and enter the email address we have registered for you.

https://the4thutility.co.uk/login

I can't remember which email address I used to register with
If you are not sure which email address you used to activate your service against, try searching your email inboxes for a monthly Invoice or Order Confirmation email from us. The title will be:

We've got your order! or New Invoice and the email address we send from is support@4thu.co.uk

Change of Bill Date

We cannot change the date of your first payment, as this will always fall due on the day your service is activated. Your next and subsequent payments will be due on the same day each month. If you want to pick a different date to make your monthly payments, that's no problem at all. Please use the Contact Us form and tell us the new date you want to pay on each month, giving us plenty of notice.

Is your next payment already due?

Once an invoice is produced and your payment requested, it is too late for us to make any changes affecting this billing period. Your payment is now due, and your service will be restricted if the payment falls overdue. We do not offer a facility to delay the payment due date or offer a period of grace until a payment can be made. You can switch your method of payment to any Debit or Credit Card.

I want to sign up for your Service

Order Online: Head to http://www.4thutility.co.uk/ click ‘order now’. Just search for your building or postcode in the ‘find your home’ search bar. Here you will be able to click on your building and order a package that best suits your requirements.

Here's some quick fixes to help with your router and wireless issues:

If you're having problems with your connection, first check your online account to ensure your billing is up to date. If your payment is overdue, head over to your online account and re-add your Card details to make an immediate payment. Your Service will be restored in around 1-2 hours.

For issues with your wireless connections see our Technical Support FAQ’s for more help

If you have a Total Loss of Service and cannot connect any devices, and your Billing is up to date. please contact our Technical Support Team for Troubleshooting.

Slow speeds?

A quick and easy way to check your speed is to go to speedtest.net and run a few tests.

If your speed test is run via an Ethernet-connected device and the results are more than 40% slower than your package speed, please contact us so that we can investigate this as a potential fault.

If your speed test is over WiFi, take a look at our FAQ’s on Connectivity Problems. Often a device with a poor WiFi connection appears to suffer from slow speed, when actually the speeds are just fine and it is the quality of the WiFi connection that needs to improve. Try standing around 1 meter from your router and test again. Make sure your device is not in power-saving mode, as slowing down your speed is one of the first things your device will do to conserve power. 

Still having an issue? Contact us and we can take a look at your connected devices, perform a health check and let you know what else you may be able to do to improve WiFi connectivity and speed.

Just go to the My Account section and enter your email address and your password.

If you can't remember your password, you can use the forgotten password option there.

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