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Frequently Asked Questions
Can I change my host name (UserID)?
Yes. You can phone, fax or email the Customer Services department with your decision and providing the new ID choice is available it can be changed very quickly. There is an administrative charge of £7.49 (£8.80 inc. VAT) for re-routing. Alternatively, you can now change your UserID using our Online Customer Services.
Can I change my password?
Yes. If you wish to change your original password (which was randomly generated by our computer) for something more memorable, there is no charge. If you pay by invoice, we require a signed fax or letter (on company headed note paper, if appropriate), stating your present password and the one which you wish to change to. If you pay by credit card or direct debit, you can change your password over the phone by calling Technical Support on 0845 111 8811. Your current password will be requested for security reasons. Alternatively, you can now change your password using our Online Customer Services.
Can I order additional copies of your Internet software (on disk or CD-ROM) if I need them or if I change computer hardware?
Certainly - just contact Customer Services. Note that extra floppy disk copies incur an administrative charge of £7.49 (£8.80 inc. VAT) per set (CD-ROM copies are free of charge).
How do I close my account?
We need a written, signed request to close your dial up account. Please include your name, address, account code (refer to your Account Details sheet) and a brief explanation why you wish to close. You mail post or fax your request to Customer Services.
If I close my account, will you redirect my email?
Your account will be closed with the standard one months notice. So for example, if you request the closure on the 10th of the month, your account will close on the 10th of the following month. It will remain accessible up until that point, giving you time to let others know of your change in email address.
How do I re-open an account?
We can re-open your account very quickly over the telephone. If your original User ID is available, we can reinstate it for you. You may also select a new User ID, providing your choice is not taken by another user.
May I switch payment methods?
We offer payment by direct debit or credit card (Amex, Visa, Access or Mastercard) and, as long as your account is paid up-to-date, we can make any billing changes you request. If you wish to pay by direct debit, please email, fax or phone Customer Services and we will send you the appropriate form to complete. If you wish to pay by credit card, please email or fax the following details, stating your existing customer account code and User ID:
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Your Name as it appears on the card |
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Card Number including spacing |
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Card Expiry Date |
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Card Address (the billing address the card is registered to) |
NOTE: Amex card payers should also include the four-digit Card Code and Start Date. Alternatively, you can now change your payment details using our Online Customer Services.
If I change my credit card or address details, how do I notify you of any changes?
You can write, phone, email or fax us any changes in your account details and we will amend our records accordingly.
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