Good Morning Kimmylouise,
Thanks for your post and I'm sorry to see you've been unable to speak to our team.
Under normal circumstances a customer can have the bill, or even parts of the bill unpaid for 14 days after the next bill is generated.
For example, if you had a bill for lets say £100 on 1st of January, you would then be required to clear the full £100 before the next bill is issued on 1st of February.
If there is any outstanding amount from the £100 January bill on the 1st of February, this would be carried over, along with the late payment charge of £7.50. You would then have 14 days to only clear whatever remains from the January bill.
At midnight of the 15th day your services would be restricted until the amount is paid. However, this restriction can be overridden with an extension in place with our collections team.
What I'd advise doing is calling us as soon as possible and requesting to speak to our Collections Team to have an extension put in place to give you a little more breathing space.
If you can make a payment over the phone that would also be helpful too, although I understand that's much easier said than done.
It may also be worth seeing if you're still in contract whilst on the phone to us, if you're out of contract, you may be able to make a few money saving changes to your package, which can be altered again in future when Covid restrictions are lifted, and your able return to a new normal.
If you need any further support, feel free to come back to us and we'll be happy to assist where possible.
Kindest regards,
David_Bn