Requesting a refund

Use the My Bills page in My Account for a direct refund to your nominated bank account.

• It usually takes up to 7 working days to appear in your account.
• You need an active Direct Debit set up.
• Ideal if you’ve:
  • Made an overpayment (and payment cleared at least 2 working days ago),
  • Been charged for something you shouldn't have been charged for, or
  • Disconnected and have a credit on your final bill.

If you’ve paid by card, we can refund it back to the same card. This isn’t available online yet, but our live chat team can help.

Expect the refund in up to 5 working days after it’s approved.

You can request a refund if: 

• Your account is in credit because of an overpayment, final bill refund, or incorrect charges.
• Your Direct Debit is still active (for bank refunds).

We can’t refund if:

• Your account isn’t in credit.
• The credit isn’t due to an overpayment, mistake, or final bill.
• Your refund was requested within 4 working days of a scheduled bill (before we’ve applied the latest charges).
• Services haven’t gone live yet.
• You’ve already asked for a refund another way.

Sometimes charges might be added between your request and the refund being processed. You can check this in your My Account →  My Bills → Previous tab.