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FAQ
All Frequently Asked Question
Managing My Account
A.
Account changes / My Account
How do I log in to My Account?
How Do I Reschedule My Installation on My V4 Consumer Account?
How can I change my Direct Debit details before my installation...
How can I view my latest bill?
I want to change my account details
I want to add an additional name on the account
B.
Account holder changes
How can I transfer my account?
The account holder has passed away, what can I do?
I want to raise a complaint
How do I cancel my services?
C.
Contract changes
How do I upgrade my package?
How can I downgrade my package?
My contract has ended—what are my options?
I’d like to include a product in my contract.
Guide to Broadband Speed
How does my household size affect which V4 broadband deal I should choose?
What broadband speed do I need for my daily internet usage?
Are there specific V4 broadband deals for heavy internet users?
How do I find a V4 broadband deal that fits my budget?
What are the best V4 broadband deals for families?
How do I choose a V4 broadband deal if I primarily use the internet for streaming?
What V4 broadband deal should I choose if I work from home?
What V4 broadband deals are available for rural areas?
Switching to V4
How Do I Switch My Services to V4?
Should I notify my current provider?
What Happens Once I’ve Placed My Order with V4?
What Happens on the Day of Switch?
Guides to Switching from BT
Guides to Switching from SKY
Guides to Switching from TalkTalk
Guides to Switching from Virgin
Installations
What does the installation involve?
What happens during the external installation?
Do I need to be at home during the external installation?
What is a standard internal installation?
What happens on install day?
How Do I Reschedule My Installation on My V4 Consumer Account?
I already have a router, can I use the same one when I join V4..
Who do I contact if I have problems with my full-fibre service...
I'm a tenant. Can I still get connected if I don't own my property?
How long does installation take?
Moving Home
How do I notify V4 Consumer about my move?
Will there be any downtime during the move?
Do I need to reconfigure my equipment?
Are there any costs involved in moving my service?
What should I do with my existing router?
What if I experience issues after moving?
How long does it take to get connected?
Can I track the progress of my broadband move?
What should I do if my new address is not covered by V4 Consumer?
What are your operating hours?
Can I keep my existing phone number?
How long does the connection process take?
What if there’s no active phone line in my new home?
Do I need a new contract?
Can I upgrade my broadband plan when I move?
What if I need to move sooner than 14 days?
How do I set up my broadband in a new build property?
What if my new home already has an active broadband connection?
Can I bundle other services with my broadband when I move?
About Broadband
What are the different types of broadband connections available in the UK?
How is full fibre broadband differ from standard broadband?
How Do I Check What Broadband Speed Is Available in My Area?
How fast does my broadband need to be for streaming, gaming, and working from home?
What is the average broadband speed in the UK?
Can I Get Broadband Without a Phone Line?
What Is the Difference Between Upload and Download Speeds?
How does broadband impact my online experience for activities like video calls and streaming?
How does broadband affect my smart home devices?
What are data caps, and do they apply to my broadband plan?
How does weather affect broadband performance?
Can I use my broadband connection for VoIP services?
How is broadband speed measured, and why does it fluctuate?
Broadband Deals
How do V4 broadband deals compare to other providers?
How Do V4 broadband deals include free installation?
How often do V4 broadband deals change or get updated?
Can I switch from my current provider to a V4 broadband deal easily?
What happens to my plan price after the contract ends?
What Should I Do If I Want to Upgrade to a Faster Plan Before My Contract Ends?
How do I know if a V4 broadband deal is right for me?
Billing and Payments
How Do I Make a Payment?
I Don't Understand My Bill, What Should I Do?
I'm Experiencing Financial Difficulties, What Should I Do?
Why Am I Being Charged for Paper Billing?
What charges are included in my monthly broadband bill?
How Is My Broadband Bill Calculated Each Month?
Why Is My First Bill Higher Than Expected?
What Should I Do If There’s an Error on My Bill?
Why Does My Bill Vary from Month to Month?
What Is the Billing Cycle for My Broadband Service?
Why Am I Being Charged for Data Overages When I Have an Unlimited Plan?
What Happens If I Add or Remove Services in the Middle of a Billing Cycle?
Why Am I Being Charged a Late Fee?
What Should I Do If I Don’t Receive My Bill on Time?
How Can I Pay My Bill in Advance?
What Are the Fees for Using Different Payment Methods?
Is There a Charge for Paying My Bill with a Credit Card?
What Is the Process for Paying My Bill If I’m Outside the UK?
What Are the Benefits of Setting Up Auto Debit Payments?
What Should I Do If I Notice a Mistake on My Bill?
How Long Does It Take to Resolve a Billing Dispute?
What Happens If I Don’t Agree with the Resolution of a Billing Dispute?
How Do I Check the Status of a Billing Dispute?
How Do I Get a Refund for an Incorrect Charge?
What Are the Common Causes of Billing Errors, and How Can I Avoid Them?
What Should I Do If My Payment Isn’t Reflected on My Bill?
How Can I Ensure My Billing Issue Doesn’t Affect My Service?
What Should I Do If I’m Billed for a Service I Didn’t Order?
How Does V4 Protect My Payment Information?
What Should I Do If I Suspect Fraudulent Activity on My Account?