How can we help?

My Account & Billing

Can I change the name on my Account?

We don't offer to change the name on your account. All our customers have a 30-day rolling contract and so we just ask you to cancel your account online (give us 30 days' notice) and allow the new person who is taking over to sign up for the service, starting on the same day you have said you want the service to end.

This is so that your account, held in your name, only ever has your own details attached to it and never anyone else's.

If you are moving out, don't ever give the new tenant your Wi-Fi password. You are responsible for online activity that takes place using a connection in your name.

Do you live in a shared household or are you a separating couple?
If you have been sharing the internet connection before, and everyone already has access to the Wi-Fi password, then we understand why you would want to simply change the name of the account holder. To keep your data safe, we still need you to cancel online and set up a new account in the name of the person taking over the responsibility of paying for the service. Once you've done this, and set the changeover for the same date, contact our Billing team to let us know. We will waive the activation fee in these circumstances, you just need to tell us who the old account holder and new account holder are. Once the changeover has taken place, the new account holder can of course log in to their Account Dashboard and change the Wi-Fi password from there if they want to.

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.


Change my 4thU Account Password

If you want to change your Account Password, you can do so by logging in to your 4th Utility Account

Go to My Account > Account Settings 

Account Password - You can select this option to change the password you use to log in to your 4th Utility Account. This is not the same as your WiFi Password. 

Go to Account Settings > Update Account Password.

If you have forgotten your password, just hit the forgotten password link to reset it from here. 

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 an Order Confirmation email from us. The title will be:

We've got your order!

and your Terms and Conditions will be attached as a PDF.

How do I change my payment details?

If you want to change your payment details, you can do so by logging in to your 4th Utility Account

Here you can change the following details:

Payment Method - Choose between paying by Direct Debit from a UK bank account or a recurring payment instruction from your Debit or Credit Card. You can switch the payment method itself or update the existing details to change your bank account or card details.

Go to Account Settings > Update Payment Method.

You will be prompted to confirm your Billing Address during this process, so if it is not the same as the address we supply the internet to, and you need to change it, you can do so here.

Account Password - You can select this option to change the password you use to log in to your 4th Utility Account. This is not the same as your WiFi Password. 

Go to Account Settings > Update Account Password.

Email address or Phone number - if you need to update your email address or phone number, please contact us here <insert link for contact form> with the new details and we will update this for you.

Change of name - see this article for more information on changing the name on your account.


How do I reset my 4th Utility Account Password?

You can click here for the Forgot Your Password? link, which takes you to our website and login page.

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 an Order Confirmation email from us. The title will be:

We've got your order!

and your Terms and Conditions will be attached as a PDF.

I want to change my package speed


If you want to Upgrade your package speed, you can do so by logging in to your 4th Utility Account online. Go to My Account > Account Settings and then click on your order number.

By Clicking on your order number, a new screen appears with a number of options, including Upgrade. Click on the Upgrade option and a list of available packages with prices will be displayed. Please note: not all our speed packages are available in every area yet. If the speed you are looking for is not showing, it is not available where you live yet.

Once you have selected the speed package you want to upgrade to, your order will be processed and your router will restart. Once it has rebooted, your speed increase will have taken effect. Please be aware that any internet-connected devices will loose connection will you complete the upgrade, however, this should only take a few minutes. 

An invoice will be generated and payment due for the pro-rata amount from the day you have completed the upgrade until your next bill date. This covers the difference in price between your old package and your new package, for the rest of your billing period. Your next bill will reflect the new price for the full month. 


If you want to downgrade your package, please contact us <insert link> stating which package you want to downgrade to. We will process your request; changing your speed and price from your next bill date. Please try to give us at least 2 working days before your bill is due to ensure it is processed in time.

I want to change my payment date

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 contact us <insert link> 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.

I've changed my bill date, and now I have a credit on my account. Why?

In order to change your bill date, we need to pro-rata one of your month's bills so that you never have to pay for more than one month at a time.

Current billing date: 15th of each month. 

New billing date: 1st of each month.

Change of billing date request made on 16 May.

15 May - £30 paid for 1 month's subscription 15 May - 14 June

16 May - credit applied for £15 - pro-rata refund for 1 June - 14 June

1 June - £30 invoice due for 1 month's subscription 1 June - 30 June

1 July - £30 invoice due for 1 month's subscription 1 July- 31 July



My bill comes out on a different day each month, why?

My bill comes out on a different day each month, how can I make sure you take the payment on the same day every time?

If you are paying by Direct Debit, you may notice the date the payment leaves your account each month can vary. We always request payment on your payment due date each month, however, there are a number of reasons why the date it leaves your account changes.

It takes your bank 3-5 working days to process your payment, once we have requested it. The payment will then only be made to us on a working day, this does not include weekends or Bank Holidays.

I need you to take payment on the same day every month, what should I do?

You can change your payment method to pay your bill from a Credit or Debit card. You could try using the Debit card linked to the Bank Account you already pay your bill from. A Recurring Payment Instruction is processed differently from a Direct Debit. There is no processing delay and your payment will be taken on your due date each month, regardless of weekends and Bank Holidays. 

Payment error - Error 419

When I'm updating my payment details in my online account, I get Error 419. What do I do?

If you're seeing Error 419, don't worry - we're here to help! This error usually means that your cookies have expired or your session has ended. The good news is that it's an easy fix! Just log out of your account, start a new browser session, and log in again. If you're still having trouble, just let us know and we'll do our best to help you.

Your Billing explained

When will I get my first bill?

Your first bill will begin on the date you selected for our service to be activated or on the date of your installation.

How do I pay my bill?

Your billing is set up via Direct Debit from your bank account, or a recurring payment on your Credit or Debit Card. Payments will automatically be requested on your due date each month.

If you pay by Direct Debit

The date your payment leaves your account will vary each month. We always ask your bank for payment on the same day each month, but weekends and Bank Holidays mean that the actual processing date can change.

If you pay by Credit or Debit Card

The date your payment leaves your account will be the same each month. It will be processed immediately in the same way as any of card transaction. Choose this method of payment if you want your payment date to be exactly the same each month.

How can I view my bill?

We send you an email when your bill is due, with a PDF attachment of your bill. You can also log in to your online 4th Utility account and view all of your bills and payment history.

Keep your payment details active!
Please make sure your payment details are up to date and remain active. Even if you have a credit balance or a promotion that means you won't have to pay this month.
Our system is set up to suspend your service if there are no valid payment details when your bill is produced. If no payment is due this month, rest assured we will not attempt to collect anything. We just need a valid payment method to keep your account active.

Friendly reminder: If your account is terminated due to non-payment, you will lose access to any past promotional offers or discounted rates you may have signed up with. You will be free to take up any current offer available if you wish to reactivate your account. 

Our Mission - High Five Icon

Our mission

We're a new company with big ambitions. And we're putting people and productivity at the heart of our business. In a nutshell, we're on a mission to let the future flow into lives and work by providing ultrafast, flawless connectivity that enhances living and empowers businesses.