Missed Payments & Restrictions

If a monthly payment is missed or fails, it can affect your service. This guide explains what happens, what charges may apply, and how to restore your service quickly.

We aim to help customers resolve payment issues before restrictions are applied. If you are having difficulty paying, contact us as soon as possible.

How your payments work

Installation or activation fees

Depending on your service type, the first payment is taken at different stages:

Ongoing monthly payments

All monthly charges are paid in advance by Direct Debit.

You can choose one of two collection dates:

• 1st of the month, or
  
• 15th of the month

If you are struggling to make a payment

If you contact us before your payment date, we may be able to:

• Arrange a short extension
  
• Help prevent restrictions
  
• Avoid additional fees

The sooner you let us know, the more options we have.

What happens if a payment fails

If your Direct Debit is refused by your bank:

• A £5 admin fee applies (as per our Terms & Conditions)
  
• Your account enters arrears
  
• Reminder emails are sent
  
• Continued non-payment may lead to service restriction

Service restriction means your broadband connection is temporarily blocked or limited until the overdue balance is cleared.

How to remove a restriction

To restore service, the overdue balance must be paid in full.

Option 1: Pay by phone (fastest)

Call our Accounts Team:

• 01227 688901
• 0330 324 9811

A card payment can be taken immediately and service reinstated once confirmed.

Option 2: Secure payment link

We can send you a secure online payment link.

Important:

• Payments made this way are not confirmed automatically
  
• You must contact us after paying
  
• Once payment is verified, the restriction will be removed

Updating your Direct Debit details

Updating your Direct Debit:

• Helps prevent future failures
  
• Does not remove an existing restriction
  
• May take several working days to activate

If your service is restricted, you must still make a card payment to clear the overdue balance.

Updating your bank details only affects future collections.

If you think a payment was incorrect

If you believe a payment was wrong or unexpected:

Contact our Accounts Team:

• 01227 688901
• 0330 324 9811
• accounts@vfast.co.uk

We will check your billing history and apply any correction or credit if needed.

Late payment interest

Under our Terms & Conditions, overdue balances may incur interest:

• 4% above the Bank of England base rate
  
• Charged daily until the balance is paid

This is only applied where a balance remains unpaid for an extended period.

Avoiding future restrictions

To keep your service running smoothly:

• Keep bank details up to date
  
• Ensure funds are available on your Direct Debit date
  
• Contact us early if you have payment difficulties
  
• Check emails from Vfast about collections and failures