How to get help, and what happens when we can’t process payments
Please get in touch
If you’re having trouble paying your bills, the most important thing to know is that there are ways we can help. Our Payment Assistance Policy has all the information on what support we offer, and how to access it. If you need help with payments, it’s important that you get in touch with us as early as possible to discuss the options on offer.
If we can’t process your payment
Before you read on, keep in mind this is only what happens if we don't hear from you, or if you don’t make the agreed payments while on a payment assistance plan. If we’re in the process of setting up or discussing payment assistance for you, or you’re currently receiving payment assistance (and making your agreed payments), the steps below won’t apply.
On your usual payment day
We’ll try to process your payment as normal. If we can’t, we’ll get in touch to let you know.
On day 1
We’ll get in touch to let you know we couldn’t process your payment, and that we’ll re-attempt payment on day 11 if we don’t receive a manual payment from you.
On day 5
We’ll get in touch to let you know your payment’s overdue and your account may be suspended. We’ll always give at least 5 working days’ notice before suspending your service.
On day 12
We’ll send another reminder that your payment’s overdue and your account may be suspended. We’ll also let you know we’ll re-attempt payment on day 19.
On day 20
We’ll send another reminder that your payment’s overdue and your account may be suspended.
On day 25
We’ll start the process of suspending your service. We’ll get in touch to let you know. If your internet service is suspended, the following things will happen:
You’ll only be able to access the Belong website and major banking websites.
You won’t receive new invoices.
On day 35
We’ll get in touch to let you know we’re preparing to disconnect your service. We’ll always give at least 5 working days’ notice before disconnecting a service.
On day 55
We’ll disconnect your service. If you need to see past bills, you’ll still have access to them via My Account (under ‘Your cancelled services’).
Resuming your service
Once you’ve made the payment of any outstanding amounts, we’ll send you a confirmation email. If your service was suspended, it should be restored within 4 hours.