We'll do what we can to help you, so please get in touch as soon as possible so we can discuss the options available. We appreciate that personal circumstances can change, and we're here to help where we can for those times when you need it.
We send regular monthly bills 7 days prior to the bill & payment date.
Payments are made by Direct Debit and requested on the bill date. For most customers this is the 1st of the month, however sometimes it could be a different date, and you can request a different date.
You can read more about the payment and bill dates here.
If your Direct Debit bounces, then you are able to pay the bill using a credit or debit card. You can do this within the customer portal.
If you don't pay us in time, and your Direct Debit bounces twice, then your account will be automatically suspended until payment is made. You can make an emergency payment to bring your account up to date if this happens.
Ways we can help
- You could consider downgrading your plan to reduce your charges (if you are not already on the lowest tier).
- If you just need a bit of extra time to pay, as a one-off, please get in touch as soon as possible, ideally immediately when you receive your bill from us, so we can work out the options. Please don't leave it until the last minute, as this may not leave enough time before our systems automatically disconnect your account in case non-payment has occurred. We do ask that these requests are one-off, as this is not generally something that works well for either party longer term.