Missing usage billing issue
In November 2024, some customers were affected by a billing issue. Some charges were itemised but not included in the final amount due. So, the Direct Debit for that month was also incorrect.
If you’ve been affected, you’ll see your November 2024 bill includes itemised charges for usage outside of your monthly allowances. You’ll also see that the total amount due doesn’t include those charges.
What happens next?
If you’ve been affected, the charges that were missed in November 2024, will be added to your January 2025 bill.
We’ll send you a text or email to confirm the charges due. You can also find a breakdown of the charges under the Charges, discounts, and credits section of your January 2025 bill.
I’m struggling to pay – what are my options?
We have options available to help you pay your monthly bill and any outstanding balances.
Get help paying your monthly bill
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