What should I do if my service is suspended?

If your service has been suspended, it usually means you have an overdue payment on your account. We’ll always email you to let you know if your account has become overdue or you’re at risk of being suspended prior to any action being taken.

The quickest way to get your service back up and running following a suspension is to clear the outstanding balance on your account. You can do this online via My Account (simply head to the ‘Payments’ tab to settle your bill) or get in touch with us.

Please note, there is also a fee associated with re-activating your account following suspension and you may continue to incur charges for service during this time. 

Unfortunately, if we don’t receive payment following the suspension of your service, we may be forced to terminate your account in line with Section 8 of our Terms of Service. If you don’t pay your outstanding balance, we might need to transfer it to 3rd party collection agency.

If your service has been suspended for another reason, or if you think there’s been a mistake and your service has been suspended in error, please get in touch with us as soon as possible.

If you have any questions, the quickest way to reach us is through My Account support request. Alternatively, you can call us on 0333 332 11 05.