We understand that circumstances can change. If you are finding it difficult to pay your bill, please contact us as soon as possible on (01481) 700700.
Our team is here to discuss your situation and explore available options. The earlier you get in touch, the more we can do to help you avoid service disruption.
The Unpaid Bill Process
If we do not receive payment by the due date shown on your bill and you have not contacted us to discuss the matter, we follow these steps:
Reminder: If your bill remains unpaid at the end of the month it was issued, we will send a formal reminder. You must make payment within 7 days of that reminder.
Disconnection: If payment is not received within those 7 days, your telephone service may be disconnected. Service will only be restored once the full outstanding balance and any applicable reactivation charges have been received.
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Termination & Recovery: If the debt remains unpaid after disconnection, your contract may be terminated, and we may initiate legal action to recover the debt. This may include passing the balance (including fees and interest) to a debt collection agency.
Please note: Information regarding your debt may be shared with credit reference agencies, which could impact your future credit rating.
Important Information on Fees
Reactivation Charge
If your telephone service is disconnected due to non-payment, it will not be reactivated until the full outstanding amount is settled. A reactivation fee of £50.00 will be added to your next bill for restoring your service.
Late Payment Fees
Late payment charges are applied to cover the costs associated with collecting overdue balances. Your bill clearly shows the due date by which payment must be received to avoid these fees.
| Customer Category | Late Payment Fee |
|---|---|
Residential Customers |
£15.00 |
SME (Small/Medium Enterprise) |
£40.00 |
Corporate Customers |
£120.00 |
Prevent Payment Issues
To avoid late fees and the risk of disconnection, we highly recommend setting up a Direct Debit.
Convenient: Payments are automatically collected on the last working day of each month.
Free: Direct Debit is the easiest and cheapest way to pay, as it incurs no processing fees.
Prices shown are correct as of 1st October 2019.
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