I need to download a survey/plant hire acceptance form

Our survey and plant hire acceptance form can be downloaded using the following link:

www.novabroadband.ie/survey.pdf

Please complete the form, sign and return to us by scanning and emailing to admin@novabroadband.ie or posting to:

Nova Broadband
601-602 Harbour Point Business Park
Little Island
Co. Cork


What dates does my invoice cover my service for?

Our billing cycle runs from 25th of the month, month-in-advance. Therefore if you get an invoice on 15th of the month, it will cover service from 25th of that month to 24th of the next month. For example:

  • an invoice is received on 15th May
  • it covers service from 25th May to 24th June

Your first month you will get two service invoices - one part month and one full month. Please click here for more details.


Why did I get two service invoices in my first month?

Your first month, you will get two service invoices. The first (bridging) invoice, will be for a part month. Your second (full) invoice will be for the first full billing month.

We bill all customers month-in-advance from 25th of the month. Therefore, if you are installed on 10th of the month, you will receive a bridging invoice for service from 10th - 24th of that month and also another full invoice for the full month from the 25th of the month. For example:

  • Installation is done on 10th May
  • The first (bridging) invoice will cover 10th May to 24th May
  • The second (full) invoice will cover 25th May to 24th June.

From then on, you will receive one invoice a month, covering the month in advance, i.e. in the example above, the next invoice would cover 25th June to 24th July.

If you also have our phone service you will receive a second invoice each month, this will cover call charges outside your package. Call charges are billed in arrears from the 15th of the previous month to the 14th of the current month.


I would like to upgrade or downgrade my package

If you wish to upgrade or downgrade your package, there is no charge.

Please email us with your request and we will perform your upgrade or downgrade.


What are your office hours?

Our core office hours are 09:00 - 17:00, Monday to Friday excluding bank holidays.

If you wish to contact us outside these hours, our phones are answered 24/7, or you can email support@novabroadband.ie or raise a ticket on our website. We may not be able to deal with your query until core office hours but we will do our best.

We have a team of network engineers on call 24/7/365 to monitor and operate our broadband network. Customers with a service level agreement (SLA) have 24/7 phone access to an engineer.


I am moving house or business premises

If you wish to move your connection, it will necessitate re-installation of an antenna and cable run at your new address. (We usually leave the old one in place). For residential connections, we have a special offer for this - rather than paying the full installation, we charge €75 for a move. For business installations, we will have to quote for the move.

If you wish to arrange a move, please give us one month's notice of your move to ensure a smooth move.


Can I get copy invoices/statements?

Yes, of course. We send out our monthly invoices by email. If you are not receiving them every month, please email us and we will add your email address to your account. If you are still not receiving them, please "allow" us in your spam filter.

If you need copy invoices or statements, just email us and we will be happy to help.


I want to make a payment by credit card, Laser, cheque or postal order

Direct debit is the only payment method we accept for recurring subscriptions, however if you wish to make a one-off payment you can use the following payment methods:

Debit or Credit Card (click here)
Postal Order
Cheque


I need to change my bank account details

No problem. Please print and complete the following direct debit form:

www.novabroadband.ie/dd.pdf

Once this form is completed, please post to:

Nova Broadband,
601-602 Harbour Point Business Park,
Little Island,
Co. Cork

Please note that these forms take three weeks to be processed by us and to clear the banking system.