Need Help Paying Your Bill?

If you’re facing financial difficulties and unable to pay your bill, don’t worry—we’re here to help. Depending on your situation, we may be able to assist with:

• Setting up a suitable payment plan

• Providing additional time to pay

• Offering information on free, independent debt advice

Please note that some support options may affect your credit file, but simply contacting us to discuss your situation will not.

The sooner you reach out, the more we can do to help. Call us to speak with one of our dedicated advisors:

Contact Us

Ways to Make Paying Easier

To help you manage your payments more effectively, consider:

• Changing your Direct Debit payment date to better suit your budget

• Making partial payments throughout the month

Support for Low-Income Households

If your Installation was part funded by Project Gigabit, we may be able offer an alternative plan for Broadband and Telephone. To be eligible you will need to be in receipt of one or more of the following benefits:

• Universal Credit

• Guarantee Credit element of Pension Credit

• Jobseeker’s Allowance

• Income Support

• Employment and Support Allowance

Contact our Customer Support Team for more information about changing your plan.

What Happens If I Don’t Pay My Bill?

If you’re struggling to pay, the best step is to contact us as soon as possible. We’re here to listen and help.

If we don’t hear from you, your service may be restricted or disconnected. Unpaid debt may also be passed to a third-party collection agency.

Late payment charges may apply. 

Failed Direct Debit Payments

If your Direct Debit payment fails, we’ll try again in approximately seven days. <<< is this right? >>>

• If the second attempt also fails and no payment has been made, your Direct Debit will be cancelled, and a failed payment fee may apply.

• To avoid service disruption, you must clear your outstanding balance or set up a support plan with us.

After paying your balance, you can reinstate your Direct Debit by logging in to your online account here. <<<add link>>>

Additional Support & Debt Advice

If you need further assistance, several independent organisations offer free and confidential debt advice:

• National Debt Line – Freephone: 0808 808 4000

• StepChange Debt Charity – Freephone: 0800 138 1111

• Citizens Advice – Find your local branch for face-to-face support

Landline - Spending Cap?

Consider a Spend Cap for your landline service to limit additional charges. Contact our Customer Support Team for more info. <<<Insert a link to a Spend Cap form>>>