Help & Support

Outstanding Balance

Keeping us up-to-date

You can settle any outstanding balances with us by paying, either on your portal or by contacting our team on 0330 024 17 77. For more information, see our Paying a bill article.

How do I get an outstanding balance?

An outstanding balance is caused by one or more missed payments. This is often due to an issue with your Direct Debit. Common reasons for a Direct Debit failure include:

  • Not enough funds
  • Your Direct Debit Instruction has been cancelled with your bank
  • Your account has been moved or closed

Luckily, it is easy to resolve any Direct Debit issue on your portal.

Please note

Outstanding balances left unpaid or undiscussed could lead to debt management measures including, but not limited to, suspension or cancellation of services and a late payment charge of £12. Regularly paying by monthly Direct Debit means there’s no risk of these measures.

Can't find what you're looking for?

While we've tried to cover the most important stuff, if you'd like to suggest a topic we'll be happy to add to the knowledge base. In the meantime, our technical support lines are always open!