Can I have a paper bill?

Can I have a paper bill?

As an online company, we do not provide physical copies of invoices. If you require a hard copy of your bill, you have the option to print it from the PDF invoice we send you via email each month. Alternatively, you can access your online account and download a PDF copy of your invoice from there, which you can then print. Please note that we do not offer a service to print and mail a physical copy of your invoice.

I need a paper copy of my bill for proof of address or proof of identity

In the past, we have found that authorities and public bodies do not accept our Invoice, either printed and posted by us or simply printed from the PDF, as proof of address.

We do not carry out any credit checks or verify the identity of a customer before they sign up for our service. This is something we advertise on our website, to make it very easy for new customers to sign up to our service and instantly activate their router if it is already available in their property.

We are occasionally asked to verify if a document has been issued by us. We will always let a verification company know if we have issued the document they present to us and confirm its authenticy. When doing this, we also have to let the requesting organisation know the following information:

• We do not verify the legal name of the account holder, or require the account holder to create their account in their legal name.
• We do not verify the account holder is resident in the address we supply service to.
• We do not verify the account holder name matches the name of the bill payer.
• Our system allows any person to create an account, and pay for that account at any address that we supply, providing it does not already have an active service.
• We only verify an account holder has the right to take over the service at a property when an active account already exists and has not been cancelled by the previous Account Holder. In these circumstances, we will request an email copy of a tenancy agreement and check the address and name on the tenancy agreement matches the proposed Account Holder.

For the reasons outlined above, it is unlikely any documentation we can provide will be accepted for identity verification purposes. The choice to accept our documentation or not sits with the various bodies and verifiation services that carry out these checks.