Billing & Payments · 4 min
Missed a Payment or Struggling to Pay?
If money is tight, the most important thing is to talk to us early. We'd much rather agree a plan than chase a debt.
If a payment is missed
We'll contact you and give you a reasonable opportunity to pay. Pay the invoice by bank transfer, quoting your account number. A £10 late-payment administration charge may apply only after an overdue notice.
If you're struggling
Tell us. We can discuss reasonable payment arrangements based on what you can afford, and look at whether a different plan would suit you better. Some providers offer social tariffs for people on certain benefits — ask us what's available.
Before any restriction
Restriction or suspension for non-payment only happens after reasonable notice, in line with Ofcom and consumer law, and with consideration of any vulnerability. We won't restrict service over an amount that's genuinely disputed.
Free, independent advice
StepChange, National Debtline and Citizens Advice offer free, confidential debt advice.