Billing and payments FAQs

If you can't pay your bill, please contact us

If you’re having difficulty paying your bills, it’s really important you contact us as soon as possible. We will support you in the best way we can.

Help with your payments

There are a number of ways we can help if you're struggling:

Allow you more time to pay.
Change your mobile or broadband service to a tariff with a lower monthly charge.
Add our Budget Control feature to your mobile service to ensure you don't go over your free allowances.
Add the Off peak saver, Peak saver or International boost options to your home phone service to manage your call charges to standard and international numbers.
Bar calls to expensive numbers such as premium rate numbers from your home phone or mobile services.
Agree on a repayment plan at an amount you can afford.
Contact us to discuss reducing the collection rate, if you already have debt that you are paying back.
Contact
independent third parties
who can offer support on managing your debt.

What happens if you don't pay your bill

We're here to help if we can. But if we do not hear from you, we may take the following steps:

Bar your landline or mobile service from making or receiving calls.
Bar your broadband service from accessing the internet.
Disconnect your landline, broadband or mobile service.
If you have still failed to pay us (or agreed repayment methods) we'll transfer your debt to a debt collection agency.

Remember: if you're having difficulty paying your bill, please contact us as soon as possible so we can do everything we can to help.

We can also provide

Help and support