Payment Issues

Navigating the world of telecommunications billing can seem complex, but armed with the right information, you can take control of your finances with ease.

This comprehensive guide will answer some of your common queries about managing payments, deferring payments, dealing with missed payments, and handling billing from your previous provider.

How to Stop Your Previous Provider from Billing You

When moving to a new provider, you must always inform your existing provider about the change. If you find your previous provider continues billing you, it's best first to contact them directly. Explain the situation, provide them with your PAC (Porting Authorisation Code), and ask for a refund of any charges incurred after the move.

In some cases, you may need to send a written request to your former provider. Remember that welcome to plan.com cannot stop other networks' charges.

Affording Your Line Rental

If you're having difficulty affording your line rental, it's important to communicate your circumstances to plan.com as soon as possible. Our team is dedicated to helping you and will work out an affordable payment plan that fits your financial situation. Proactively dealing with this issue can help you avoid future problems.

Please feel free to contact us via email at help@plan.com with the subject line '[Your Name], [Your Mobile Number] - Line Rental'

Missing a Payment

Life happens, and sometimes a payment may be missed. The most important thing here is not to panic. Contact plan.com at help@plan.com with the subject line '[Your Name], [Your Mobile Number] - Billing'. Our understanding and supportive Credit Control agents will help you figure out the next steps and payment solutions.

It's crucial not to let the issue slide and address it promptly to avoid any service disruption.

When You Can't Afford to Pay Your Bill

Facing difficulty in paying your bill is not uncommon. If you find yourself in this predicament, it's recommended to contact welcome to plan.com straight away.

Similar to the procedure with line rental issues, plan.com will assist you in creating a payment plan that can lighten the financial burden and protect your services.

Contact plan.com at help@plan.com with the subject line '[Your Name], [Your Mobile Number] - Billing'.

Paying Your Bill via Bank Transfer

Paying your welcome to plan.com bill through Bank Transfer (BACS) is quite straightforward. Please see Making a Payment for more information.

Completing a Direct Debit Mandate

In an effort to minimise our organisation's environmental impact, all payments issues are handed directly from your my.plan account.

Follow these steps to manage your Direct Deposit settings:

Login to your my.plan account.
Open the Settings hamburger menu in the upper-right corner of the platform interface.
Follow the path My Account > Billings & Payments > Manage Direct Debit.
In the Manage Direct Debit modal, click Update Details in the lower-right corner of the pane.
Update your details as needed and click Apply to submit the changes to plan.com.
Pending confirmation, your account details are updated and your next Direct Debit transaction will occur from the new account.

Deferring a Payment

There are times when you might need to defer a payment. The first step is to contact to discuss the situation. Our professional and experienced Credit Control team will help you arrange a deferred payment plan to avoid additional charges or service restrictions.