Financial difficulties and support

At Connect Fibre, we know that unexpected changes in circumstances can put pressure on household finances.

If you're struggling to keep up with your payments, please don't suffer in silence. Reach out to us as soon as you can and we'll do our best to understand your situation and discuss how we may be able to help.

How can you help me if I'm struggling to pay?

We'll take the time to listen, understand your circumstances and discuss the support options that may be available to you.

Depending on your situation, we may be able to offer a payment arrangement to help you clear your outstanding balance over an agreed period, or provide additional time for payment where appropriate.

Please note: Payment arrangements and grace periods are considered on an individual account basis. Any decision will take into account your circumstances and previous payment history, so these cannot be guaranteed.

It's important that you keep to any agreed arrangements to prevent your outstanding balance from increasing further.

Please don't ignore missed payments, payment failure notifications or reminders about outstanding arrears. Contacting us early gives us the opportunity to understand your circumstances and discuss the support available.

If reminders are ignored and your service becomes restricted due to unpaid arrears, your service cannot be restored until an agreed amount of the outstanding balance has been paid.

How to Contact Us

If you're struggling to pay your bill or would like to discuss the support options available, please get in touch with our Customer Service team on 01223 080 790 or email support@connectfibre.co.uk

*Last Updated: 12/11/2026