Refunds

Looking for information about refunds? This article explains when refunds can be issued, how they're processed, and what to expect. 

When can I request a refund?

A refund may be considered where there is a valid reason, such as:

• A duplicate payment.
• An overpayment.
• A billing error resulting in an incorrect charge.

Before a refund can be processed, the original payment must have successfully completed. If your payment is still processing, we'll need to wait until it has cleared before a refund can be issued.

Can I get a refund for a payment towards an outstanding balance?

If a payment has been correctly collected and used to clear an outstanding balance on your account, it is not normally eligible for a refund. This includes payments used to pay overdue bills, even if you weren't expecting the payment to be collected.

Once a payment has been applied to an outstanding balance, it will remain on the account. However, we may still review a refund request if there are circumstances, such as those outlined above.

How do I request a refund?

If you believe your situation matches one of the circumstances outlined in this article and you may be eligible for a refund, please contact our Customer Service team on 01223 080 790 or email support@connectfibre.co.uk. We'll be happy to review your account and investigate the matter.

Where possible, please provide details of the payment or bill in question so we can assess your request.

We may also ask for additional information or supporting documentation as part of our investigation.

How long do refunds take?

Please allow 5–7 working days from the date your original payment has cleared for your refund to reach your account.

Refunds can only be issued back to the original payment method used to collect the payment.

 *Last Updated: 11/11/2026