Keeping on top of payments is important to avoid service restrictions. This guide explains what to do if you’ve missed a payment, need to defer one, or are being charged incorrectly by a previous provider.

Stopping charges from a previous provider

If you’ve moved to us but are still being billed by your old provider:

• Contact your old provider directly.
• Provide your PAC (Porting Authorisation Code) as proof you transferred away.
• Request a refund for any charges made after your move date.

⚠️ We cannot stop or reverse charges made by another network.

Managing line rental costs

If you’re struggling to cover line rental:

• Don’t wait — tackling the issue early helps avoid further costs.
• A payment plan can often be arranged to make things more affordable.

Missed or late payments

If you’ve missed a payment:

• Act quickly to avoid service disruption.
• Log in to my.plan to review your outstanding balance.
• If needed, request a repayment plan to spread the cost.

When you can’t afford to pay your bill

If you’re unable to clear your bill in full:

• Contact us early to explore repayment options.
• A payment plan may be available to help reduce the financial burden.
• Ignoring the issue may lead to service restrictions or, in time, contract termination.

Deferring a payment

In some cases, you may be able to arrange a deferred payment plan. This helps you:

• Avoid immediate restrictions or admin charges.
• Stay connected while resolving your balance.

Managing Direct Debit in my.plan

Direct Debit is our standard payment method. To update your details:

1. Log in to my.plan.
2. Open the Settings menu (top right corner).
3. Go to My Account > Billing & Payments > Manage Direct Debit.
4. Select Update Details, enter your new account information, and click Apply.

⚠️ New Direct Debit instructions can take up to 10 working days to activate.

Direct Debit charges

Certain admin charges apply if a Direct Debit is cancelled or fails:

• Cancelled Direct Debit: £7.50 + VAT added to each invoice until a new Direct Debit is set up.
• Failed Direct Debit (“Refer to payer”): £20.83 + VAT applied. Contact your bank to confirm why the payment was returned.

✅ By addressing payment issues quickly — whether late, missed, or disputed – you can avoid unnecessary charges and keep your services running smoothly.