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Billing & Bad Debt/Trouble Paying

Billing & Bad Debt

You will receive invoices for your services by email unless you have requested these to be provided in an alternative format. Paper invoices can be provided upon request; however we may charge a reasonable fee for this service.

We will invoice you monthly in advance for your Broadband Service and the line rental aspect of your Telephone Service(s). Calls made using your Telephone Service(s) will be billed monthly in arrears.

You must make your payment on the date provided on your invoice and which must be collected by direct debit.

Trouble Paying Your Bill?

If you think you are going to have difficulties paying your bill, please let us know as soon as you can as we have a range of services that may be able to help you. For example, we may be able to allow you to take a payment holiday or structure a payment plan to enable you to repay any outstanding charges over an agreed period. We may also consider allowing you to downgrade to a lower value package or suspend outgoing calls in order to limit costs being accrued.

If you are having financial difficulties, contact our Customer Support team on any of the following:

Missed or Late Payments

If you don't pay for your services on time, we will make a number of attempts to contact you over a reasonable period of time to allow you to bring your account up-to-date. Where your account is not brought up to date within the timeframe specified in our communications with you, we may restrict or suspend your service - although we will give you advance warning of this. If this happens, it may take some time for your service to be restored once your account is brought up-to-date.

We may charge you a reasonable administration fee for each missed payment that you owe us. We also reserve the right to charge you a reconnection fee for reinstating your service(s) once the outstanding charges have been paid.

If your account is arrears for 3 consecutive months, we may permanently terminate your agreement with us and charge you early termination fees for the outstanding duration of your minimum term.

You will also be responsible for all reasonable debt recovery fees we incur in recovering any money that you owe us. We may also provide details of your payment history to debt collection and credit reference agencies which may have an impact on your credit score and your ability to obtain credit in future.

Financial Advice and Help

If you are having problems with your finances, there are several organisations who can offer you help and impartial advice.

Citizens Advice - Telephone 0344 411 1444 (England & Wales) or 0131 550 1000 (Scotland)
Text relay: 03444 111 445

Money Advice Services - telephone 0800 138 7777 (England & Wales) or 0141 572 0237 (Scotland)

National Debtline - Telephone 0808 808 4000 or

StepChange Debt Charity - Telephone 0800 138 111 or

This document was created in June 2020 and was correct at the time of publication