Step 1: Administration fee applied
If your Direct Debit cannot be collected or a payment is not made by the due date, a £5.00 administration fee will be added to your account. We will attempt to contact you to request payment. These charges may appear as "ad hoc invoice" line items on your bill, helping you identify them more easily.
SMS payment reminders
We understand that you may have already been contacted regarding your outstanding balance. Please be aware that SMS reminders may continue to be sent while there is still an outstanding balance on your account. These reminders are part of our standard payment reminder process and will stop once your balance is cleared.
Step 2: Service restriction
Your services may be restricted until payment is made. This means you may be unable to make or receive calls until your balance is settled.
Step 3: Disconnection and debt collection
If your account remains unpaid, your service may be disconnected and your account passed to a Debt Collection Agency to recover the outstanding balance.
How to restore your service
You can make a payment using the secure link sent with your monthly invoice email. Once payment has been made:
It can take up to 24 hours for the restriction on your account to be removed.
If your service was disconnected due to non-payment, reconnection charges will apply. Costs vary depending on the services you use.
Your outstanding balance will also need to be settled before reconnection.
Please note: To avoid missed payments in future, consider switching to Direct Debit. See How to switch to Direct Debit in the mybOnline portal.