Unable to pay bill

We can help

As a responsible provider, we understand your circumstances can change, whether it’s because of ill health, an employment change or a number of other reasons. If you find yourself struggling to pay your bill, we’ll support you and discuss other ways for you to pay should you encounter any financial difficulty.

We’ll ask you some questions about your situation and try to find a way to manage your bill that’s affordable, which could help you retain the availability of your service and give you one less thing to worry about.

If you don’t let us know

If you can’t pay your bill and you haven’t talked to us about it, we’ll try and contact you by phone and mail. But unfortunately, we’ll also have to suspend your service and you won’t be able to use our network until you clear any outstanding balance. If this happens, we may also:

  • add a termination fee to your account in line with your terms and conditions;
  • pass on your details to a debt collection agency who may add on their own charges and fees to recover the debt;
  • notify credit reference agencies that you’ve missed payments. This information can be used by other lenders and will affect your credit rating and ability to gain future credit.

Please remember that we are here to help and the best thing you can do is call us as soon as you can so we can work together to stop any further action being taken. Get in touch with us here.

General help

There are a number of organisations that can offer free, independent advice if you are struggling to pay your bills. We have listed some below which you may wish to consider should you feel you require support in finding a solution to your financial situation.

Citizens Advice Bureau https://www.citizensadvice.org.uk/

Stepchange http://www.stepchange.org/

Money advice http://www.moneyadvicetrust.org/

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