Billing and Payments help and support.
Get the most out of your service or easily diagnose your problems with our easy to follow guides.
Payments
Updating your Direct Debit Details couldn’t be simpler, log in to “My Account” and navigate to Direct Debit. Here you can click edit to amend the details.
Alternatively, you can speak to a member of our team over the phone who will be able to process your direct debit request for you.
Note: If a payment is due within the next 10 days, it will be taken against the old direct debit mandate. If this account is no longer active, a payment will need to be made via card to ensure continued service.
For your protection we use GoCardless as our Direct Debit Partner. They house your mandate, and we communicate with them for payment collection.
Just log in to your My Account or get in touch with us. We’ll be able to arrange that with you. But bear in mind that if the payment you are making is due to be taken by Direct Debit, we won’t be able to stop the Direct Debit leaving your bank account.
We understand that from time to time, circumstances mean payments become harder. If you think you won’t be able to pay your bill then please get in touch with us and we’ll do all we can to help you out.
This can happen if you haven’t got enough money in your account or there’s a problem with your Direct Debit mandate (such as you recently changed your bank account).
We will notify you if your payment does not go through. When that happens you will need to pay by card within 5 days. We may also retry your Direct Debit if your failure was because of insufficient funds, this is normally 3-5 days after the date of your failure.
If we still can’t take a payment, your services will be suspended and we will charge you a £10 Late Payment Fee.
Yes, you can arrange for someone else to pay your Direct Debit as long as you have their permission and they have a UK Bank Account.
Note, it is still your responsibility as the account holder to ensure your payments remain up to date.
Your Bills
Your billing date is automatically set when you order from us.
If you want to change your billing date, you will need to wait until you’ve received your first bill. After that, just login to My Account or contact us and choose any date from 1st to 28th of the month.
Bill dates can only be changed once every 6 months.
You can view your bill at any time by visiting My Account and navigating to bills and payments.
Here you can see all your bills and payments.
On your bill, you will see various line items per product type you take from us. For regular payments, like Broadband, TV, or Phone, you pay for the next month in advance. But because we can’t know the extra things you might use, like call usage, you’ll see these on your bill the month after.
We provide itemised billing so everything we charge will be listed and clear to see. We want to make your life as easy as possible.
You'll see a pro rata charge on your bill when you've signed up part-way through a billing month. It is simply a charge for that part month.
How is a pro rata charge worked out?
A pro rata charge is based on the number of days between your sign-up date and your billing date.
We charge for our services per month. If you signed up mid-month, we wouldn't charge you for the full month.
Let's say you signed up on the 18th September. We'll work out what you owe us based on the number of days from the point you signed up (from the 18th September) and your next billing date.