Customer FAQs
If you have any queries about your account or billing, your Account Manager is available 9am to 5pm Monday to Friday by calling 0808 168 0088 (option 4) or by emailing This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Check out our FAQs below:
Order Queries:
Orders are sent to the Provisioning team at the HIGHnet head office via This e-mail address is being protected from spambots. You need JavaScript enabled to view it or 0808 168 0088.
It will take 10 days to transfer your existing lines if there are no changes. If you are changing your lines, it will take up to 30 days.
This is dependent on the type of line. If you are restarting a line, this could be completed on the same day. All other lines are activated between 5 and 30 days.
You can normally retain your existing numbers as long as your new premises are connected to the same exchange. With HIGHnet IP telephony solutions, you can move your existing numbers anywhere in the world.
If you are activating broadband with a new line, these will be activated simultaneously. If you are activating broadband on an existing line, this will take between 5 and 10 days. We do offer a chargeable fast track service which can get your broadband activated in 1-2 days.
Billing Queries:
The service charges are the monthly costs of your HIGHnet services. These can vary for the first few months of your contract, as fixed charges may not appear on your bill until 2months into your contract. Your calls, however, are billed from the beginning of the contract. If you would like a detailed explanation of your charges, please contact customer support on This e-mail address is being protected from spambots. You need JavaScript enabled to view it or 0808 168 0088.
Send an email to customer support ( This e-mail address is being protected from spambots. You need JavaScript enabled to view it ) detailing your preferred username and password and you will have access to web bill within a couple of days. Please note: you will only have access to billing details from when you set up web bill as these will not be back dated.
For detailed information about your tariff, please contact customer support on This e-mail address is being protected from spambots. You need JavaScript enabled to view it or 0808 168 0088.
Yes, please provide the new billing address details in writing to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .
Please send an email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it detailing your customer account number and period for which you require an invoice.
