FAQs

It’s really important to check what we ask you to before you ask us to send an engineer to fix the problem. If we arrange for an engineer to come to your home and the problem’s with your equipment/ internal wiring etc, rather than the phone line, you’ll need to pay for the visit.

When you agree to sign up to Call Flow’s products, services or certain offers, a minimum contract period applies (also known as a minimum term), this is 18 months unless otherwise stated.

If you cancel your services within this time period, you may have to pay an early termination charge. We’ll contact you to let you know if these charges are due and how much they are.

In all cases, if you end your service after the minimum term, no early termination charges are payable but you do need to provide 30 days written notice.

What will I be charged?

The amount you’re charged depends on:

• How much of your minimum term is left ;
• The period you’ve already been billed for; and
• The products you subscribe to.

That’s because we charge for your ‘First month’s package’ and ‘Next month’s package’ together on the first bill. This only happens when you join. Your bill settles down after that.

You may also have one-off charges, such as installation fees. These would have been shown on you order form.

There’s a £3 Inc. VAT fee for Call Flow Broadband and telephone customers who get a paper bill, to cover costs such as printing and postage. You’ll have to pay the fee each time you get a bill through the post.

You can avoid the fee by emailing [email protected] and stopping your paper bills by switching to email billing.

Please fill out the form below and one of our customer service advisors will be in touch with a new direct debit mandate for you to fill out.

Unfortunately you will not be able to specify a date that you would like your direct debit to be collected from your account. All direct debits are taken on or around 20th of each calendar month.

All charges on the breakdown in your invoice are excluding VAT and the process shown on the front page of your invoice are quoted including VAT.

When you first go live with Call Flow you will notice an extra broadband charge on your invoice this is will be from the date that your broadband went live until the end of that month.

On each invoice you receive from us you will be billed in advance for your broadband rental and in arrears for your line rental and any chargeable calls you have made.

No. The only accepted form of any payment is through direct debit.

Your direct debit will be collected from your bank account on or around the 20th of each month.

We give you 10 days working notice through the invoice sent to either your preferred email or by paper bill which an extra £3 Inc. VAT is added onto your bill.

Page one shows the amount you owe including VAT and page two is an itemised breakdown of your bill excluding VAT.

You can send us an email at [email protected]

If you are still in contract you will be liable to pay for the remainder of your contract term and will need to pay the termination charges.

If you are moving premises and wish to cancel your contract we require one months’ notice in writing. We will then arrange final billing and cancellation of your services. Our contracts are not transferable. Therefore, if you wish to have our services at your new address it would be a new contract.