We understand that circumstances can change. If you are finding it difficult to pay your bill, please contact us as soon as possible on 0808 10 15 247. The earlier you speak with us, the more options we can explore to help you manage your account and avoid service disruption.
"I have paid, but my service is still not working"
If you have recently made a payment to settle an overdue account and your service remains disconnected, please consider the following:
Processing Time: Payments made via certain methods (such as bank transfers or cheques) may take 1–2 working days to reach our system. We cannot manually reconnect a service until the payment has been fully cleared and verified in our accounts.
Full Balance Settlement: As per our terms, service will only be restored once the full outstanding balance, including any late payment fees or reactivation charges, has been settled. If a partial payment was made, the service will remain disconnected until the remaining balance is cleared.
Manual Request: Once you are sure the full payment has cleared, please call us on 0808 10 15 247 to confirm the payment and request that our team trigger the reconnection of your services.
The Unpaid Bill Process
If a bill remains unpaid past its due date, we follow these steps:
Reminder: If your bill remains unpaid at the end of the month of issuance, we will send a formal reminder. You must make payment within 7 days of the reminder date.
Disconnection: If payment is not received within those 7 days, your telephone service will be disconnected.
Reconnection: Service will only be restored once the full outstanding balance and any applicable reactivation charges have been paid.
Termination & Recovery: If the debt remains unpaid after disconnection, your contract may be terminated, and we may initiate legal action or refer your account to a debt collection agency.
Please note: Information regarding unpaid debts may be shared with credit reference agencies, which could affect your ability to obtain credit in the future.
Charges & Fees
Reactivation Charge: If your service is disconnected due to non-payment, a £52.50 reconnection fee will be added to your next bill upon reconnection.
Late Payment Fees: Late payment fees are applied to cover the costs associated with collecting overdue balances.
| Customer Category | Late Payment Fee |
|---|---|
| Residential Customers | £15.00 |
| SME (Small/Medium Enterprise) | £40.00 |
| Corporate Customers | £120.00 |
Prices effective from 1st October 2019.
Prevent Payment Issues
To avoid late fees and the risk of disconnection, we highly recommend setting up a Direct Debit.
Convenient: Payments are automatically collected on the last working day of each month.
Free: It is our only payment method that incurs no processing fees.
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