topic Re: Internet won't work after bounced payment in My Account/Billing

Internet won't work after bounced payment

CyberShibe — Thu, 04 Jun 2026 08:14:45 GMT

Hi there,

One bounced payment by accident and I paid it on 26th May. It still will not allow my laptop to connect and keeps redirecting to payment failed and then a page that says page unavailable and check community. The payment has successfully gone through I even phoned Barclays to confirm it has and it seems from looking at the board this is a common issue. I tried phoning and using the text service but its all robots now no actual humans but this board seems to have actual people who can see to this issue from looking at past posts.

Can one of the workers here fix the problem because usually it fixes itself after 24 hours but this time it isn't and my mobile data is running out fast.

Re: Internet won't work after bounced payment

dvorak — Thu, 04 Jun 2026 08:31:39 GMT

Moderators Note

This topic has been moved from Broadband to My Account / Billing

Re: Internet won't work after bounced payment

Penny — Thu, 04 Jun 2026 15:36:51 GMT

@CyberShibe wrote:

One bounced payment by accident and I paid it on 26th May. It still will not allow my laptop to connect and keeps redirecting to payment failed and then a page that says page unavailable and check community.

... Can one of the workers here fix the problem because usually it fixes itself after 24 hours but this time it isn't and my mobile data is running out fast.

No sign of any response yet from the Help Team, so sounds like one for the wizard. Putting a call out for @Gandalf

@CyberShibe I hope he's around here at some point today, or that one of the Help Team steps in shortly.

Over a week on mobile data after having already made up the shortfall, sounds pretty dreadful.

Hope you get it sorted soon.

Re: Internet won't work after bounced payment

Gandalf — Thu, 04 Jun 2026 15:47:02 GMT

Is it working now? From what I can see the restrictions didn't fully come off until it looked like you rebooted your router this morning (which should've happened automatically when you made payment).

Re: Internet won't work after bounced payment

Penny — Thu, 04 Jun 2026 16:23:34 GMT

@Gandalf wrote:

From what I can see the restrictions didn't fully come off until it looked like you rebooted your router this morning

Thanks Anoush for the swift reply. If it is indeed working, hopefully @CyberShibe will have discovered that and be back here some time soon.

@Gandalf wrote:

... should've happened automatically when you made payment

So is there perhaps some sort of goodwill gesture for periods this long (nine days?) where service should have been restored, and wasn't (?)

Realise there might not be any type of compensation (nothing automatic at least), but thought should ask for future reference in case anything like this ever happens again.

Re: Internet won't work after bounced payment

Leanne_T — Mon, 08 Jun 2026 13:29:31 GMT

Hi @Penny

For any customer who may have the same experience and would like to discuss a refund for the days without service, the best thing to do would be to give our guides a call.

Leanne.