Billing & payment

How and when will I receive my bill?

We’ll send your bill by email once a month (unless you ask us for paper billing as an optional extra). It will show a full breakdown of charges, including any discount and VAT.

Your Ogi service is usually billed a month in advance, and your direct debit will be made on or around the date of your bill. Your first bill will be different to those that follow, as it covers the days you’ve already been connected, plus your next month in advance.

If there’s something on your bill you’re not sure about, please do ask us, by sending us a message or calling 029 2002 0550.

What do I need to know about my bill?

Your bill will be sent to your e-mail address (unless you’ve asked for a paper bill at an additional cost) and will include all the charges incurred in the period, including your broadband costs.

Our bills will cover a period of 1 month, unless this is your first bill, which will start from your activation date to the end of the following month.

The amount will be debited from your account via direct debit on or around the date notified on your bill. Any discounts will be shown on your bill with a description, and we’ll also explain if it’s a one-off or recurring discount.

If you’re concerned about your bill, contact Customer Care on 029 2002 0550 or send us a message.

Am I covered under the Direct Debit Guarantee?

Existing and future customers are fully covered under the Direct Debit Guarantee. This Guarantee is offered by all Banks and Building Societies that accept instructions to pay Direct Debits.

If there are any changes to the amount, date, or frequency of your Direct Debit we will notify you 10 working days in advance of your account being debited or as otherwise agreed. If you request us to collect a payment, confirmation of the amount and date will be given to you at the time of the request. If an error is made in the payment of your Direct Debit, by us or your Bank or Building Society, you are entitled to a full and immediate refund of the amount paid from your Bank or Building Society. If you receive a refund you are not entitled to, you must pay it back when we ask you to.

You can cancel a Direct Debit at any time by simply contacting your Bank or Building Society. Written confirmation may be required. Please also notify us.

What should I do if I’m struggling to pay my bills?

We’re sorry if you are having trouble paying. Please talk to us as soon as possible, to help avoid late payment charges and possible restrictions to your account – we’ll certainly help if we can. Call us on 029 2002 0550 or send us a message.

What happens if I don’t pay my bill?

If we’ve written to you to request payment and don’t hear back from you, we’ll try and reach you by phone or email to discuss things with you further. If you’ve still not been able to pay us (or agree repayment with us), your broadband speed will be reduced to 3Mbps, which will still be enough for basic browsing and sending emails.

We’ll keep you up to date at every stage, including next steps, which may ultimately result in your Ogi service being cancelled if you’re unable to settle your account or keep to any agreed repayment plan.

Independent advice and financial help

Here are some organisations that can give you independent, impartial and practical advice on managing debt and payments.

StepChange Debt Charity 0800 138 1111

Citizens Advice 0808 223 1133

National Debtline 0808 808 4000

PayPlan 0800 280 2816

MoneyHelper 0800 138 7777

Can I change my payment date?

No problem! Just get in touch with us to change your billing date to one that suits you better.

How do I change my direct debit details?

To update your payment details, just call us on 029 2002 0550.

Our payment details

If you ever need to make a payment other than by direct debit, our bank details are:

Account Name – Spectrum Fibre Limited
Sort Code – 30-91-89
Account Number – 32691660

Please use your Ogi account number as a reference.

My payment failed – what do I do?

If a direct debit payment fails, we’ll give it another try if we can, or we’ll need you to get in touch to help us set up a new mandate.