Having Difficulty Paying, billing and bad debt

Mobile service

This document should be read and interpreted in conjunction with the Agreement, as defined in the General Terms.

1. Invoicing

You will receive a monthly invoice on [date] each month. This will include charges in advance for your mobile, voice and broadband services, where applicable, and any call charges for the previous month. All invoices will be sent via email, accessible on the portal and payable by Direct Debit.

Paper invoices are available upon request; however, there may be a charge for this service.

If required, there are a number of formats which we can provide your bill in, please get in touch if a different format is required or see Vulnerable Customer Policy for further information.


2. Difficulty paying

We understand circumstances can change; please let us know as soon as possible if you are having payment difficulties at any time.

If you are having payment difficulties, contact our Customer Services in any of the following ways and they will work through your options:

  • Phone: [                   ]
  • Email at: [               ]
  • Webchat: [                   ]
  • Post: [                            ]

There are a range of options our Customer Services can discuss which may help you. This may include downgrading your package or suspending outgoing calls for an agreed period. Other options may include:

  • Setting up a payment plan
  • Changing your bill due date
  • Reviewing your contract options


3. What happens if I don’t pay my bill: Missed or Late Payments

We know it can be hard to talk about money issues, but the best thing to do if you’re struggling to pay is to speak to us. We’re here to listen and do everything we can to support you through difficult times.

If you don’t pay for your services on time in accordance with the General Terms, we will attempt to contact you to advise there is a problem or send a reminder primarily by email or text. If you require us to contact you by another method please let us know. It is important that you know that if we don’t hear from you your service may be affected.

If payment on your account is not brought up to date, we may take action to restrict or suspend your services, including disconnection of these services. We will notify you if action is to be taken following attempted collection of the Direct Debts. You can bring your account up to date at any time. We will take action to disconnect your service(s) as a last resort and you will be provided with a warning prior to us placing any restrictions on your account.

In the event we have to chase you for payment or take action on your account to restrict or suspend services, we may charge an administration fee and/or late payment charge(s). The administration fee can be found on our [price list link]

If you do not pay us any sum due under the Agreement on the due date we shall be entitled to charge you interest on the overdue sum from the due date until payment of the overdue sum, which shall accrue each day at the interest rate payable pursuant to the Late Payments of Commercial Debts (Interest) Act 1998, to run from the due date of payment until receipt by us of the full amount (including any accrued interest) in cleared funds.

And invoice you for the reasonable costs incurred by us of collecting any undisputed overdue amount. Additionally, we can pass information relating to you (including, where relevant, personal data) to a credit reference agency.

Your debt could then be passed to a third-party debt collection agency to be recovered on our behalf. You will also be responsible for all reasonable debt recovery fees we incur in recovering any money that you owe us. This may also affect your credit rating which may have an impact on your credit score and your ability to obtain credit in future.

We may terminate the Agreement in respect of some or all services with immediate effect by giving written notice to you if you fail to pay any amount due under this Agreement on the due date and remain in default not less than 7 days after being notified in writing to make such payment.

You can find any late payment charges which may apply on our price which can be found [ price list link                ]

If we do have to take action on the account, reduce or suspend services, it may take some time for your service to be restored once payment on your account is brought up-to-date. If we do apply restrictions to your account this may affect you making calls or having the services you are used to.


4. My Direct Debit has failed, what can I do?

We understand things can go wrong, try not to worry. If the failure has occurred because your bank details have changed, you should contact us to provide us with the new details. Otherwise, if your Direct Debt fails, we will make a second attempt to collect the payment 5 days later. If this second attempt fails, we will contact you, by email or text to notify you of the non-payment and suspension of your services.

If the second attempt to collect payment fails, a “Failed Direct Debit charge” may be applied to your account. You can find details of these charges on our prices list here [   price list link          ]

If payment is not made 30 days from the date of the last invoice we will notify you that your service(s) will be terminated.

To avoid disruption to your service you’ll need to pay your outstanding balance or have arranged a support plan with us.


5. Financial Advice and Help

If you need independent advice and impartial advice, please see the list below of organisations you can contact:

Citizens Advice main website: https://www.citizensadvice.org.uk/

Citizens Advice (England & Wales) – they can provide details for a customer based in England or Wales who cannot afford to pay their bills.

  • Freephone 0808 223 1133
  • Online webchat from 9am-5pm.
  • For textphone dial 18001 followed by the helpline number.
  • To contact a Welsh-speaking adviser freephone 0808 223 1144. For more information visit Debt and money – Citizens Advice


Advice Direct Scotland – can provide free, practical advice and information to the customers in Scotland:

  • Freephone 0808 196 8660
  • Online webchat Monday to Friday, 9am-5pm.
  • Email: info@moneyadvicescotland.org.uk
  • website: moneyadvicescotland.org.uk


Business Debtline – a charity giving free and independent business debt advice.

Business Debtline,

Tricorn House,

51 – 53 Hagley Road,



B16 8TP

National Debtline

StepChange Debt Charity