Change in Circumstances

If you have fallen behind on your payments and are struggling to pay off your arrears, we urge you to get in touch with us to let us know so that we can best support you. Our Payment Resolution team can discuss this with you and understand the challenges you may be facing as well as providing advice on where you can receive help with your debt. We may be able to offer a payment plan to help you repay what you owe whilst keeping up with current bills.

We understand that the cost of living can be a challenge to customers on low incomes. Fibrus are happy to offer a social tariff to customers claiming certain benefits, such as Universal Credit. Our social tariff is called Full Fibre Essential and is delivered in the exact same way as our other packages, except at a lower price.

To find out more about this tariff, check out our FAQs here – Social Tariff – Customer FAQs – Fibrus

In the difficult event of the account holder passing away, Fibrus totally understands how distressing this is to loved ones. We aim to make the process of handling the account as easy as possible, offering a free transferral of ownership should you wish to keep our services, pending proof of the account holder’s passing. This will transfer the account details we have on record into a nominated person’s name, making this person the new account holder.

Alternatively, we could also provide a free of charge cancellation, pending proof of the account holder’s passing.

If you require this service, please make one of our advisers aware via our contact page and we can be sure to handle the account as directed.

Moving house can be a daunting task, coming with a long list of things to do. Fibrus offer a free of charge relocation of your services and we aim to have your service moved with minimal disruption and hassle.

We do ask that you try to give us as much advance notice of your move as possible in order to minimise potential disruption and to make the process as straightforward as possible.

When you are ready to inform us of your impending move, contact our friendly Customer Service team via our contact page and let us know of your new address. Please be aware we will ask for proof of your upcoming move, this can be a tenancy agreement, a bill or any other information with your name and new address attached.

Once we have all of this information, we’ll take it from there to get your service switched over to your new home!

In the event of the account holder moving addresses but another person in the home wants to take over the account, we can provide a free of charge transferral of ownership. This will transfer the account details we have on record into a nominated person’s name, making this person the new account holder.

To action this, we will need to speak to both the current account holder and the person taking over the account and gain permission from both parties to implement this change.

If you require this service, please make one of our advisers aware via our contact page and we can implement this change for you.