Yes, you can! We can collect direct debit payments any time between the 5^th to the last day of the month. If you want to change your direct debit date, simply call our customer service team on 0330 236 9900 and they can arrange this for you.

If you think your bill isn’t correct, contact our team on 0330 236 9900 and one of our team will look into this for you.

Please note: your first bill after your service is installed will be a different amount than your contracted package – this is due to being charged for a prorated period of service.

Invoices are produced on the 1^st of each month, and the Direct Debit process starts the next working day. This takes 3-5 business days to process, so all Direct Debit payments will be taken between the 5^th to the last day of the month (depending on if you’ve changed your Direct Debit date).

When you sign up with us, you’ll be sent login details to your unique customer portal where you can submit your direct debit details.

You can view your bill through the customer portal. Navigate to the “account” section of the homepage and then select “invoices”. 

• Log into the customer portal with your emailed username and password.
• On the menu bar, hover on ‘ACCOUNT’ to see the drop-down menu, then click on ‘PERSONAL INFORMATION’.
• Scan down to the bottom of the and click on ‘ADD BANK ACCOUNT’. Fill in the simple direct debit mandate form and press the blue button to ‘SET UP DIRECT DEBIT’.

• Log into the customer portal with your emailed username and password.
• On the menu bar, hover on ‘ACCOUNT’ to see the drop-down menu, then click on ‘INVOICES’.

You’ll see a full history of all invoices. If you click on the PDF symbol on the right hand side, you can download and save each invoice. 

If we receive confirmation from your bank that your Direct Debit has failed, we will attempt to take the payment again.

If you think you’ll not be able to make the payment for any reason, please call us on 0330 236 9900 as soon as possible to avoid potential disruption to your service for non-payment.

If you’re experiencing long or short-term financial difficulties, we can look at tailored solutions for you based on your circumstances.

Please don’t ignore any missed payment notifications, as this will lead to disconnection of service, and we’re unable to reinstate your service until any balance on your account is paid in full.

Firstly, please let us know as soon as you become aware that you’re unable to pay. This gives us time to discuss your individual circumstances and suggest solutions to keep your service active.

If your circumstances have changed longer-term and you qualify for our Social Tariff through receipt of an eligible means-tested benefit, we’ll discuss this with you and talk you through the next steps.

We’ll take payment of the first invoice approximately 1 week after the first invoice is generated. As a reminder, this amount will be for a prorated period of service, so will be different from your usual package monthly payment.

After your first bill, invoices are generated on the 1^st of each month with payments by Direct Debit being collected from the 5^th to the last day of the month (depending on if you’ve chosen your own payment date).

If you’ve added Whole Home WiFi, Calls or another additional product to your service, your bill will be updated from the 1^st of the following month.

If you’ve changed speeds, you’ll also be billed from the 1st of the following month. We’ll endeavour to upgrade your service as early as possible, meaning you’ll benefit from enhanced speeds at no additional charge in the period you’ve already paid for!