83% of our customers questions can be solved using our FAQs.
Monday
10 am - 5 pm
Tuesday to Friday
9 am - 5 pm
Our friendly team are here to help you with any of your questions.
Monday - Friday
9 am - 5 pm
Homebox
152 - 160 Kemp House
City Road, London
EC1V 2NX
This section is for you
Get in touch today to learn how you can use Homebox to deal with all your utility notifications, voice management and offering you renters with a bill bundle product.
We've put together the below frequently asked questions in order to provide as much detail as possible for our customers.
If you're looking for an answer to a specific question and you're on a computer, why not hit "Control + F" or "Command + F" and type the keyword of the query you have, for example: "Fixed Energy" or "Broadband Install".
Your monthly payments are calculated based on the number of tenants you select for your home. The more tenants living in a home, the higher the cost for your energy each month.
The cost of your energy (the unit rate and standing charge) is a fixed cost that will remain the same for the next 12 months, but the payments you make are based on your energy usage, so your payments could change based on your usage throughout the year.
We calculate your quote based on the annual amount of energy used, divided into 12 equal monthly payments. It's almost certain that you'll use more energy in the winter than in the summer, but we'll charge you the same flat rate across the year if you use the amount of energy we think a home of your size will use.
Further to the government announcement, all of our prices will reflect the new government tariffs, which we're still awaiting confirmation on.
Both! We have a large number of student sharers using our service, as well as professional sharers, couples and individuals looking to have an easier way to pay their bills.
Due to a significantly high volume of calls and tickets, we're experiencing longer than normal wait times on the phone. You can book an appointment or create a ticket here.
If you'd still like to call us, our phone number is 0208 106 1894.
Typically internet will take 10 working days to install subject to engineer availability. Once your account is set up with us, you'll receive regular updates from us including your broadband installation date and any updates we receive from suppliers.
Yes! Once your home is set up and we've received meter readings from you, your usage will begin to be calculated within 90 days of your tenancy starting.
We're currently working through a backlog of bills that have been uploaded by our customers and expect to have responded to your bill upload within 10 working days. If you have not received an update within this time frame, please book a call or submit a ticket to us.
Submit a ticket to us here requesting the new date you'd like to pay. Please note that if you live in a home with other bill payers, everyone's payments will change if a payment date request is made.
Once we set up your account, your first payment will be taken within the first two weeks of your tenancy. The following payments will be on a set date chosen within your moving in phone call.
We charge you each month based on the usage we calculate based on a 12 month period. There will of course be periods of time where your home is vacant and this will be factored in and recalculated based on the meter readings used to calculate your monthly payments.
You'll receive your router at different times based on who your supplier is:
If you've chosen Virgin as your broadband supplier...
...and you've been given an engineer installation date - the engineer will bring the router with them on the day they complete the installation, you don't need to do anything.
...and you've been told you're having a QuickStart install - you'll receive a text from Virgin alongside a Yodel tracking link which will provide you with a router delivery date. Once you receive the router, there will be instructions in the box and a phone number direct to Virgin should you have any problems.
If you've chosen XLN or Home Telecom...
...you will receive a text message and email (if you've chosen Home Telecom) which will include information on your broadband installation and the router delivery date.
Once your tenancy ends, we'll receive your final energy balance up to 90 days after your tenancy ends. As soon as we have this, we'll send you your final statement. If your tenancy has ended more than 90 days ago, please get in touch with us by booking a call or submitting a ticket.
Top Top 1: If you haven't sent us meter readings already, please do so that we can ensure that your final bill is accurate.
Top Tip 2: If you've already left your home, you can request a copy of your check out report from your letting agent or landlord - your meter readings will be on this report.
Top Tip 3: Don't assume you have a credit for your home! Many of our customers assume they have a credit to be returned to them and it can come as a nasty surprise if the usage is higher than they initially thought. Your final balance will be based on your energy usage throughout the time using our service.
