- QWhy have you sent me a letter about invoices?
- A
We’re upgrading our billing systems and we want to keep you in the loop. The letter simply means that we’re moving you from one system to another. (You may even move to both our new systems, depending on the services you have with us.) Your invoice(s) will look slightly different and we’ll be giving you either a new six-digit or nine-digit account number. That’s all there is to it. The letter will explain fully, but if you call (tel. number) we’ll be happy to put your mind at rest.
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- QIs my Direct Debit changing?
- A
We’re improving our billing platforms, so there are some changes happening.
If you’re moving to the six-digit system or the nine-digit system your Direct Debit number will change automatically. If you’ve more than one Direct Debit account you’ll keep these, but we’ll give you new reference numbers.
If you’ve received a letter saying that you’re moving to both systems, you’ll need to complete a Direct Debit mandate. We’ll send you one in about three weeks’ time.
Thanks for your patience while these improvements are being made.
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- QWill my service be affected?
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No, everything will continue just as before.
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- QWhy have you made these changes?
- A
We’re trying to make things simpler for you. That’s why we’ve consolidated our billing platforms into just two: one with six-digit account numbers, the other with nine-digit numbers. It may be that we have to send you more than one invoice, depending on your products, service and geographic location. But you should quickly find that your account is easier to manage.
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- QWhy have you sent me so many letters?
- A
We want to explain the changes to you as clearly as possible. So we’re sending out separate letters depending on whether or not you pay by Direct Debit and whether or not you’re a Disk Bill customer, as the circumstances may be slightly different.
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- QWhen I call toWhen I report a fault do I quote a different account number?
- A
Your invoices have featured new account numbers since last July. So these are the ones to mention if you need to call us.
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- QWill the changes affect any new services I want to add?
- A
Yes, but only in that you might get more invoices. For instance, if you currently pay for voice products we’ll send you a nine-digit account number invoice. If you then add a data product, you’ll receive another invoice with a six-digit account number. Otherwise, it’s business as usual.
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- QWill my new invoice look different?
- A
A little, yes. In the new six-digit invoice you’ll find your account number in the top left-hand corner. You’ll still have an invoice number.
In the nine-digit invoice your account number will be in the top right-hand corner. You won’t have an invoice number on this one, so please make sure you use your new account number if you need to check anything.
To see what your new invoice might look like download our Bill Explainer here
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