How do I avoid a late payment charge?

The simplest way to avoid paying late payment charges is to pay your bills by Direct Debit.

Here's how it works for customers who don't use Direct Debit:

If we don't receive payment for your bill by the 'pay by date' (which we include in the bill details), then we'll send you an email reminder (if you manage your bills online) or a paper reminder in the post. This is what we used to call the 'red reminder'.

There are slightly different rules for bills for your landline and broadband services.

Landline

  • If we send your bill quarterly and don't receive payment within 10 calendar days of a red reminder, we will add a late payment charge of £40.00 to your next bill.
  • If we send your bill monthly and don't receive payment within 7 calendar days of a red reminder, we will add a late payment charge of £40.00 to your next bill.

Broadband

  • If we don't receive payment within 17 calendar days of a red reminder, we will add a late payment charge of £40.00 to your next bill.
 
 

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