Last month there was an additional payment taken from my bank account and was supposed to be taken every month. I cancelled it as i don't have it in my contract, however 4 days ago my SIM card stopped working. I have a great issue trying to fix it as I cannot contact the helpline. I made a payment this month as usual, I have a broadband + SIM tariff and my Wi-Fi router works fine
Really sorry to hear there's been some confusion and concern over your payments, I can you're keen to know what's going on.
I'd also like to apologise for the delay in getting back to you, we have been busier than normal.
Any SIM card you have with us does need an active Direct Debit, even if it's free.
Do you have more than one SIM with us? Do any of the SIM's have a Pay Monthly handset as well? If you've got a freestyle contract then this would have two Direct Debits, one for the SIM and one for the handset.