Direct Debit is the payment method we'll set up for your phone and broadband bills when you sign up to one of our broadband and phone packages. Below, we explain how Direct Debit works and why the Direct Debit Guarantee keeps your payments safe. And we show you how to manage your payments should you want to change or cancel your Direct Debit.

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What is Direct Debit?

A Direct Debit is an instruction you give to your bank or building society. It authorises us to collect automatic payments for your phone and broadband package on a regular basis. Your payments are protected by the Direct Debit Guarantee which we explain in more detail below. You can change your Direct Debit details or cancel your Direct Debit should you choose to. You’ll find more information on what Direct Debit means, and how it works on the Direct Debit website.

Using Direct Debit

  • Paying by Direct Debit means you're set up to pay your whole phone and broadband bill in full each month.
  • Once you've set up your Direct Debit, we'll take payments automatically, so you'll never forget to pay the bill.
  • You can give us a call if you wish to change your Direct Debit payment date.
  • You're protected by the Direct Debit Guarantee.

What is the Direct Debit Guarantee?

The Direct Debit Guarantee gives you three important safeguards when setting up a Direct Debit:

  • We must let you know in advance how much we'll take from your bank and on which date.
  • You're entitled to a full and immediate refund if there's a mistake in your Direct Debit payment.
  • You can cancel your Direct Debit at any time.

For more information about the Direct Debit Guarantee, visit the Direct Debit Guarantee website.

Managing your bills and payments

It's easy to manage your phone and broadband bills. Set up an online account and we'll let you know when your monthly bill is ready. Just log in to your account to see your bills online.

Set up Direct Debit

It's really convenient - we simply set up your Direct Debit payments using the personal and bank details you give us when you apply for one of our phone and broadband packages.

Change your Direct Debit information

If you need to change any of your Direct Debit details, just get in touch and we'll be happy to help.

If you want to cancel your Direct Debit, please contact us first. We may need to arrange to stop your phone and broadband package. You may also need to provide written confirmation to your bank or building society.

If you're changing to another phone and broadband provider, you don't need to cancel your Direct Debit as we'll simply stop taking payments after the final bill has been settled. However, if you're moving to Virgin Media please call us to let us know, as we won't be notified. If you need any help or advice relating to managing your Direct Debit payments, just get in touch.

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