Late payments and service restrictions

We understand that missed payments can happen from time to time. If a payment isn't successful, we'll email you to let you know and explain the next steps, giving you the opportunity to bring your account up to date before any restrictions are applied.

TIP: We don't want you to miss any important updates about your account. Adding emails from Connect Fibre to your safe senders list can help ensure our billing and payment notifications arrive safely in your inbox.

What happens if my payment fails?

We bill customers one month in advance. If your monthly payment is unsuccessful, your account will enter our failed payment process.

We'll send you automated email reminders to let you know that your payment has failed and that your service may be at risk of restriction if the outstanding balance remains unpaid.

When will my service be restricted?

If your outstanding balance remains unpaid, restrictions will be applied in stages:

Timing	What happens?
7 days after your bill	You'll receive an email notifying you that your payment has failed.
14 days after your bill	You'll receive a further email warning that your service is at risk of suspension.
21 days after your bill	Your service will be partially restricted.
28 days after your bill	Your service will be fully restricted.
58 days after your bill	If we haven't received any communication from you or an indication that you intend to make payment, your service will be ceased. An Early Termination Fee (ETF) may also apply if you're still within your minimum contract term.

How to pay an outstanding balance

If you have an outstanding balance and would like to bring your account up to date, simply get in touch with our Customer Service team on 01223 080 790. We'll be happy to assist.

Please note: If a payment is already being processed, we'll need to wait for that transaction to clear before taking another payment. This is to help avoid any duplicate payments being taken from your account.

*Last Updated: 11/11/2026