My Account

Frequently asked questions

• Are my financial details kept secure?

  We take the security of your financial information very seriously and have a strict PCI compliance process. PCI DSS (Payment Card Industry Data Security Standard) is an information security standard designed to reduce payment card fraud by increasing security controls around cardholder data.

  Once we have taken your payment information, it is entered into a secure system that encrypts the data. This means that we will be unable to see your account or card number after it has been entered.

• Can I change my package mid-contract?

  Throughout your contract you will have the flexibility to upgrade your package speeds, or add any additional services to your subscription, including a phone service, static IP or home Wi-Fi extender.

  You cannot downgrade your package during your minimum term contract length.

• Can I put two names on my account?

  It is not possible to have two names on the contract. The account will have a single contract owner, and only their name will appear on billing and account information.

  For data protection reasons, we can only speak to people listed on the account. We can add a note to allow someone else to speak on the account, but the contract owner will remain the same. If you need to transfer the contract, it would require cancelling the initial order and setting up a new one under the other person’s name.

  Those authorised on the account can discuss and make changes, with the exception of amending the authorised persons list.

  Please note that if an additional name is added to the account, the new name added may not be shown on your bill.

• Do I need an active Direct Debit to make my monthly payment?

  Yes, monthly payments are taken via Direct Debit. If, for exceptional reasons, we agree to accept a payment method from you other than by Direct Debit, we may charge you a non-Direct Debit monthly recurring charge. Please refer to our Price Guide for more information. Additionally, we are less flexible with payment dates if there is no Direct Debit in place, as invoices will be due on receipt.

• How does it appear on my bank statement?

  When you sign up to Grain, you will set up a Direct Debit mandate, which allows us to take a payment each month. No payment is taken until you are installed.

  When we collect your monthly Direct Debit, some banks and building societies only show the payment on your account or statement as ‘GoCardless Ltd’, which is the secure payment system we currently use. Other banks or building societies will show ‘GoCardless Ltd-Grain Connect- XXXXX’.

  To help identify the mandate, you can click on the Direct Debit and it should open saying it is linked to Grain Connect alongside your customer reference number.

  Please note: Some other companies may also use the same system, so the title could appear on your statement more than once. It is worth checking with your bank if this is the case.

  If you’ve seen GOCARDLESS LTD appear on your bank statement and you’re not sure what the payment relates to, use our secure tool below to find out who you’re paying and what for.

• What happens if my Direct Debit fails?

  If your Direct Debit fails, don’t worry – it will re-attempt to take the payment automatically. After one re-attempt, if we’re still unable to take a payment, we will email you a secure card payment link. 

  Please note: If your Direct Debit fails on your first-month payment to Grain, we will not be reattempting a Direct Debit submission, we will only email you a secure card payment link. 

  If no payment is made within seven days of receiving the secure card payment link, you may face service suspension. Reconnection fees may apply. 

• What if I am struggling to pay my bill?

  If you are having issues paying your bill, please get in touch at [email protected] to discuss your options. We may be able to agree on an extension under a promise to pay, depending on individual circumstances.

• When does an offer period start?

  From time to time, we run special offers that allow customers to have exclusive deals, such as discounted pricing for a number of months.

  We will always take a first payment in full to activate your contract with us, and the offer pricing will apply from the second month onwards.

• When will my first payment be taken?

  We will aim to collect a Direct Debit payment on the same day as your bill. The first payment is submitted to the bank 3 to 5 working days after your contract starts.

  You will be billed for subscribed services on the same day of the month (subscription date), corresponding to the day your contract started (or you were installed).

• Will my monthly cost change mid-contract?

  The price you sign up for is locked in for your entire contract term. The only exceptions? If you choose to upgrade or add optional extras, like a phone package, Wi-Fi extender, or static IP.

• Can I change my Direct Debit collection date?

  Please get in touch at [email protected] with your preferred Direct Debit collection date, and we will let you know if we can accommodate your request.

• How can I update my bank details for Direct Debit?

  If your bank details have changed, you can easily update them by using the contact details saved on your order. Simply follow this link: https://pay.gocardless.com/BRT0002CXJ7W12D to set up your new Direct Debit.

• What happens to my Direct Debit if I lose my card?

  If you’ve lost your card and asked your bank to freeze it, your Direct Debit should still process as usual, provided the bank hasn’t cancelled your Direct Debit mandate.

• Can I get a paper bill by post?

  As a paperless company, we do not send paper bills by post. However, we can email your bill to you each month as soon as it’s generated. To receive bills by email, please contact us at [email protected] to be added to our email mailing list.

• What happens at the end of my fixed term contract?

  At the end of your fixed-term contract, your service will automatically continue on a rolling monthly basis at the standard rate unless you choose to cancel. Don’t worry—we’ll contact you several times before your contract switches to a rolling plan to let you know about any fixed-term offers available to you. If you’d like to explore renewal options or other alternatives, feel free to get in touch with us anytime.

• How can I pay my bill?

  If you do not already have a Direct Debit set up with Grain, you can do this by simply clicking here.

  If you are experiencing issues with your payment or would like to discuss your bill, please get in touch to arrange payment, you can reach us between 9am-7pm Monday to Friday, and 9am-5pm Saturday, Sunday and bank holidays.

• How do I upgrade from my current package?

  If you need a bit more speed or you would to add one of our optional extras to your package, we can get this sorted for you. Please get in touch today and a member of our team will able to talk you through your options.

• How do I update my account information?

  If you would like to update your account information, you can email us at [email protected] and a member of our team will be in touch or call us on 0330 223 2266.

• My password is not working?

  Please check you are using the correct password, this can be found on your welcome email. Don’t forget, when inputting your password into a device, it is case sensitive. If you still can’t find the password, or it isn’t working, then please get in touch.

• Can I change my password?

  Once you’re signed up to a broadband package, you are free to change your password. To do this, contact Customer Support via email at [email protected] and request admin control of the router.

  Once you have gained admin access you can make the changes by visiting 192.168.1.1 on your preferred web browser and login with the credentials provided to you by our Customer Support team.

• How do I can cancel my contract?

  While we would be sad to see you go, we understand that circumstances can change so we’ve made our cancellation process as simple as possible. Simply contact us to advise that you wish to cancel, giving the required 30 days notice. Cancellation fees may apply, in line with our Terms & Conditions.