If a payment is missed or your Direct Debit cannot be collected, your account will go through a series of steps. This article explains what happens and how to get your service restored quickly.
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.
Step 2: Service restriction
Your services may be restricted until payment is made. This means you may be unable to make outgoing 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.