Payments fail for all sorts of ordinary reasons — an insufficient balance, a reversed debit order, a missing reference, or simply forgetting. This guide explains what happens next and how to put it right quickly.

The short version: contact us early and it’s almost always straightforward.

What happens when a payment is missed

We don’t cut anyone off without warning. The typical sequence is:

1. Reminder. If your invoice is unpaid after the due date, we contact you by email and, where we have it, SMS.
2. Follow-up. If there’s still no payment or contact from you, we follow up with a clear notice of what will happen and when.
3. Restriction or suspension. Continued non-payment leads to the service being restricted or suspended. Your account and configuration remain intact.
4. Reconnection on payment. Once payment is received and allocated, service is restored — usually within a few hours during office hours.
5. Termination. Only after a prolonged period without payment or contact does an account move to termination, with equipment recovery and any outstanding balance handled under your service agreement.

Why payments fail

Restoring your service

1. Settle the outstanding amount using the details on your invoice, with your customer number as the reference.
2. Send proof of payment to our accounts team. This is the fastest route — we can act on proof rather than waiting for funds to clear.
3. Wait for reactivation. Service is normally restored within a few hours during office hours.
4. Restart your equipment if you’re still offline after reactivation is confirmed — unplug the ONT and router, wait 30 seconds, power the ONT first, then the router.
5. Contact us if you’re still not online 30 minutes after restarting.

Avoiding it in future

• Set up a debit order. The most reliable option — contact our accounts team.
• Keep your email address current so invoices and reminders actually reach you.
• Add our billing address to your contacts so invoices don’t go to spam.
• Check the portal monthly even if you think everything is fine.
• Pay a few days early to allow for clearing.
• Review your package. If the monthly cost is consistently a stretch, a smaller package is better than repeated suspensions.

If you believe the charge is wrong

Contact our accounts team with the invoice number and the specific line you dispute. Where possible, pay the undisputed portion by the due date — that keeps your service running while we investigate, and any correction is credited to your account.

Paying on time keeps your service running without interruption. This guide covers the methods available and, just as importantly, how to make sure your payment is matched to your account quickly.

How you can pay

• Electronic funds transfer (EFT). The most common method. Our banking details appear on every invoice.
• Direct deposit. Pay in at the bank using the same details.
• Electronic payment options in the client portal, where enabled on your account.
• Debit order. Available on request — contact our accounts team to arrange it. Removes the risk of forgetting entirely.

The methods available to your specific account are listed on your invoice and in the client portal. If you’d like to use a method not currently set up, contact us and we’ll arrange it.

Making sure your payment is matched

1. Use your customer number as the reference. It appears at the top of every invoice.
2. Pay the exact amount shown. Part payments and rounded amounts are harder to match.
3. Keep the proof of payment. Your bank confirmation or deposit slip.
4. Send us the proof if payment is urgent — particularly if your account is close to suspension. Email it to our accounts team and we can release the account before the payment clears.
5. Allow for clearing time. Transfers between different banks can take one to three working days.

When to pay

• Payment is due by the date shown on your invoice.
• Allow time for clearing — paying on the due date itself may mean the funds arrive late.
• If you pay by debit order, make sure funds are available on the collection date to avoid a reversal charge.
• Set a monthly reminder if you pay manually — the most common cause of suspension is simply forgetting.

If you’re struggling to pay

Talk to us early. If money is tight this month, contact our accounts team before the due date. We would much rather agree a short arrangement than restrict a customer’s service.

There may also be a more suitable package for your circumstances. Moving to a smaller package is far better than losing the connection entirely, and we’re happy to discuss it without any pressure.

Receipts and statements

• Payment history is available at any time in the client portal.
• Receipts are issued when payment is allocated to your account.
• For a full statement covering a specific period, contact our accounts team.
• Businesses needing invoices addressed to a specific entity or including a purchase order number should tell us — we can configure that on the account.

Your monthly invoice is issued in advance and sent to the email address registered on your account. Every invoice is also available in the client portal.

This guide explains what the various lines mean — particularly on your first invoice, which almost always looks different from the ones that follow.

What’s on the invoice

Common line items

• Monthly service charge — your package fee for the coming billing period.
• Pro-rata charge — a part-month charge, usually on your first invoice, covering from installation to the start of the first full billing period.
• Installation fee — the once-off charge for setting up your service. Appears on the first invoice only.
• Equipment — any hardware supplied outside your package, where applicable.
• Additional services — extras such as static IP addresses, additional access points or VoIP extensions.
• Credit or adjustment — a correction, refund or goodwill credit applied to your account.

How pro-rata works

If your service starts partway through a billing cycle, you’re charged only for the days you actually had it. A connection activated on the 20th of a 30-day month is billed for ten days, not the full month. The same principle applies when you upgrade or downgrade mid-cycle.

The billing cycle

• Services are billed monthly in advance — the invoice you receive covers the month ahead, not the month behind.
• Invoices are emailed to the registered address and posted to the client portal at the same time.
• Payment is due by the date shown on the invoice.
• Package changes take effect from the next billing cycle unless we agree otherwise.

If your invoice hasn’t arrived

1. Check your spam folder. Automated invoices are commonly filtered, particularly the first one.
2. Log in to the client portal. Every invoice is there regardless of email delivery.
3. Confirm your email address is correct in the portal. A typo means nothing reaches you.
4. Add our billing address to your contacts so future invoices aren’t filtered.
5. Contact us if it’s still missing — we’ll resend it and check what went wrong.

Querying a charge

If something on your invoice doesn’t look right, contact our accounts team with the invoice number and the specific line you’re questioning. We’ll investigate and explain or correct it.

Please raise queries before the due date where possible. A disputed line doesn’t suspend the rest of the invoice, so paying the undisputed portion on time avoids any restriction while we look into it.