I normally pay every month on time via direct debit but this month I am struggling to pay due to personal circumstances. My bill is due to be paid in the next few days but I need an extension only for around 2 weeks then can pay in full. I think staff already have it on my notes about my vulnerable situation they've been very kind and conpassionate about before checking on my wellbeing. They know I can't speak on the phone so is there any way online I can speak to someone?
Hi there Nadine, sorry to hear about your difficulties and of course we can help. We give every customer a 14 day grace period without any restrictions if you're unable to pay a bill so hopefully that will mean you can carry on using your connection as normal. I'll check in with you towards the end of that time just to see how things are on your side, that sound OK?
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