🎯 How Our Debit Order System Works #

We encourage you to use our monthly debit order service – it’s less admin for everyone.

If you would like to use the debit service, please complete the Debit Order Mandate form. It takes 3 minutes. Your unique link would have been emailed to you after you placed an order – look out for an email with the subject “Atomic Direct Debit Form”. Contact our Accounts team if you need a link to the Debit Order Mandate.

🧩 Details you will need to complete the direct debit mandate #

• Bank account number
• Branch code
• Customer ID (AAx-nnnnn)
• E-Signature – use your mouse or trackpad or your mobile device screen – sign with your finger

🤔 When will I first be billed after installation / activation of the fibre service? #

Your first invoice will be emailed around the 25th of the month your service goes live. For example, if your service goes live on 9 July, you’ll receive your first invoice towards the end of July.

If your service goes live late in the month, your first invoice may only arrive towards the end of the following month.

Invoices can occasionally be delayed, so please allow until the last day of the month. If you haven’t received yours by then, contact our accounts team.

⏱️ Your Monthly Atomic Invoice #

Expect to see some or all of the following items on your invoice:

• Fibre service fee for the month that you were connected (pro-rata until the end of that month)
• Fibre service fee for the coming month (we bill in advance)
• Router cost (if you ordered a router from Atomic)
• Once-off Installation/Migration/Reconnection fee (the amount charged will depend on the service you ordered)
• Static IP address fee (if applicable)
• On-site support (in the case where you asked for On-site support)

If you spot anything you think shouldn’t be on there, please don’t pay the invoice; hit reply on the invoice email to let us know.

🤔 When will the debit order payment come out of my account? #

We run a single debit order batch each month, which is submitted to our payment provider on the 1st of each month. This is to cater for people paid between the 25th and the end of the month. You should see the debit go off on the 2nd or 3rd of the month, depending on whether it’s a public holiday/weekend or not.

🤔 Is a direct debit required? #

Using the Direct Debit function is not compulsory, so don’t worry if you’d prefer to pay via your bank using automated payments, or manually using EFT. However, if you are going to be making the payments, please make sure to only make payments once you have seen your invoice. Your service fee shouldn’t change often, but sometimes we need to update your line fee based on referral discounts or other deals you are eligible for.

⚠️ NB – Use your Customer ID as the payment reference when making payments manually (this includes using the automatic payment service from your bank).

⚙️ Changing your Direct Debit Mandate #

If you change banks, fill in a new Direct Debit mandate using your Customer ID. The new mandate will void your old one, and we will use the new details in the next Direct Debit Batch. Please inform us of any changes like this as soon as possible and before the next billing run, as we will not be able to remove your old bank details from the debit order run once that has been submitted to the debit order processor. We need to know before the 24th of the month to process your new banking details in the following debit order batch. Contact our Accounts team if you need a link to the Debit Order Mandate.