What happens if you fail to pay?
If you fail to pay we may suspend your service, add a late payment charge to your bill and, as a last resort, instruct our debt recovery agency to try and recover payment on our behalf.
When will your service be suspended?
If we try and take payment and you don't have sufficient funds, we'll email you about this once we get confirmation from the bank we haven't received payment.
You'll then have 48 hrs to make a payment otherwise your services will be suspended.
If we can't take a payment for any other reason than you having insufficient funds (for example your direct debit has been cancelled) once we get confirmation from the bank that we haven't received payment, we'll suspend your service without further notice.
We'll try and warn you if we notice you don't have a valid payment method for example your direct debit is cancelled but this is not always possible.
What happens when your service is suspended?
Once we've suspended your service you won't be able to make outbound calls, send texts or use any mobile data. You will still be able to receive incoming calls and make emergency calls (i.e. 999). If you attempt to call any other number, you will be diverted through to our customer services team.
When will a late payment charge be payable?
If we've not received payment before we generate your next bill we'll charge you a late payment fee, as set out in our Mobile Price Guide.
When will we stop suspending your services?
Once we receive payment in full we'll normally start providing you with our services again and our agreement and the minimum term will continue where we left off.
When will we involve our debt collection agency?
While your services are suspended, we will continue to see if you can make a payment. This may involve us contacting you to chase payment.
If we still have not been able to contact you or arrange for payment to be made, we'll pass your file to our debt recovery agency.
Once you've been passed to our debt recovery agency your agreement will also be paused so you won't continue to be charged. If you're within your minimum term this will also be paused.
Once you've been passed to our debt recovery agency, they may also add an extra charge to cover the costs incurred recovering the debt. If they cannot obtain payment we may end your agreement. If you were still within your minimum term any in contract cancellation charges payable may be added to your outstanding amount at this stage.