If your service was suspended, you won’t get your data bank back. If your service was suspended, you should get full access back within 2-3 hours. If you pay your bill, we’ll send a payment confirmation and you’ll stop getting these reminders. If you need to see past bills, you’ll still have access to them via My Account (under ‘Your cancelled services’). We’ll always give at least 5 working days’ notice before disconnecting a service. We’ll get in touch to let you know we’re preparing to disconnect your service. Old system (all other accounts): we’ll send invoices as normal.Īll accounts will eventually migrate to the new system, starting in 2024. New system (accounts starting with 200): we won’t send new invoices. In 2024, we’re moving internet customers to a new system which will affect how invoicing works during suspension: We won’t send new invoices on future billing dates.įor internet services, suspension means your access will be limited to, as well as major banking websites. If you’ve got an International Roaming pack, it will be disabled. What happens during suspension depends on your service type.įor mobile services, suspension means you'll lose your data bank, and you won’t be able to make/receive calls (except to 000 and 112), or send/receive text messages. We’ll suspend your service and get in touch to let you know. We’ll send another reminder that your payment’s overdue and your account may be suspended. We’ll always give at least 5 working days’ notice before suspending your service. We’ll get in touch to let you know your payment’s overdue and your account may be suspended. If we don’t receive a manual payment from you, we’ll try to process your payment again within the next couple of days. We’ll get in touch to let you know we couldn’t process your payment. If we can’t, we’ll get in touch to let you know. If you dont know your account number, please. We’ll try to process your payment as normal. Everyone should have access to quality, affordable telecommunications, or internet service. If we’re in the process of setting up or discussing payment assistance for you, or you’re currently receiving payment assistance (and making your agreed payments), the steps below won’t apply. If we can’t process your paymentīefore you read on, keep in mind this is only what happens if we don't hear from you, or if you don’t make the agreed payments while on a payment assistance plan. If you need help with payments, it’s important that you get in touch with us as early as possible to discuss the options on offer. Our Payment Assistance Policy has all the information on what support we offer, and how to access it. If you’re having trouble paying your bills, the most important thing to know is that there are ways we can help. How to get help, and what happens when we can’t process payments Please get in touch
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