Sometimes payments don’t go through. It happens.
If we can’t collect your Direct Debit, we won’t immediately cancel your broadband. We’ll try to collect the payment again and may get in touch with you to help get things sorted.
Yes. If your Direct Debit payment fails, we’ll attempt to collect the payment up to three times.
So if the first attempt doesn’t go through, there’s no need to panic.
If you know there’s an issue with your payment, it’s best to get in touch with our Customer Service team.
The sooner we know what’s happening, the sooner we can help you work out what to do next.
Potentially, yes - but it won’t happen after one failed payment.
If we’re repeatedly unable to collect what’s owed, our team will try to contact you. If we still can’t get hold of you, your service may eventually be cancelled.
If your payment hasn’t gone to plan, talk to us. We’ll help you understand your options and what happens next.
Payment problems are much easier to deal with when we know about them.
Get in touch with our Customer Service team and we’ll help you with the next steps.
We’re on the other end when you need us.
