What happens if my payment is late?
If a payment remains outstanding after the due date, we may contact you to arrange payment.
If you’re aware that a payment has been missed, we recommend contacting us as soon as possible.
This gives us the opportunity to discuss the account and help prevent further reminders being issued.
If you’re struggling to make a payment, we’re always happy to discuss your circumstances and explain what support may be available
Why have I received a bill after cancelling my WightFibre service?
When you cancel your WightFibre service, a 30-day notice period applies from the date your cancellation request is received. Your service remains active during this period, so charges will continue until the service is disconnected.
Depending on your billing date, you may receive a final invoice after submitting your cancellation request. This is because some or all of the 30-day notice period may not have been included on your previous bill. Any outstanding charges up to the disconnection date will be included on your final invoice.
Why is my Direct Debit amount different this month?
If your Direct Debit amount is different from what you expected, it is usually due to a recent change or adjustment on your account.
Common reasons include:
- You’ve upgraded or downgraded your package.
- A promotional offer or discount has ended.
- A credit has been applied to your account.
- An outstanding balance has been added to your latest bill.
- A billing adjustment has been made following a service change.
Your latest invoice will provide a full breakdown of any charges, credits, or adjustments applied to your account and is the quickest way to understand why the payment amount has changed. Reviewing your most recent bill should help explain any difference in the amount collected.
Will my service be restricted if I do not pay my bill?
If your bill remains unpaid, we’ll send payment reminders explaining the amount due and the date payment needs to be made by.
If payment isn’t received by this date, your services may be restricted until the outstanding balance has been paid.
If your services have been restricted because of a missed payment, they should return automatically shortly after payment has been received. If you’ve paid your bill and your service hasn’t come back online yet, please allow a short time for the payment to be processed.
How do I view my bill?
Log in to My WightFibre at https://my.wightfibre.com/ and select Billing.
You can view and download your bills from there.
Why is my bill higher this month?
Compare the dates and individual charges on your bill with your previous bill and order confirmation. The total alone may not show what changed.
What to do
- Check whether the bill covers a different period or whether a discount has ended.
- Look for a package change, telephone usage, an adjustment or an unpaid amount shown on the bill.
- If a charge is unclear, contact Customer Service with the bill date and the line you want explained.
Invoices should be reviewed to see any additional usage charges or package changes. Customer Services can provide guidance and review invoices.
What does this charge mean?
If there’s something on your bill that you don’t recognise, let us know the name or description of the charge.
We’ll explain what it means if we have the information available.
If we need to look at your account to understand the charge, we’ll help you get in touch with Customer Services.
I need a copy of my invoice
If you need another copy of your WightFibre invoice, please log into the WightFibre portal and navigate to the Billing page.
