Hi, I'm a bit stuck and hoping someone can advise. My broadband bill has gone up and I've had an unexpected car repair, so I don't think I'll be able to clear the full amount before Friday. I don't want the direct debit to bounce and make things worse. Can Nexora set up a payment arrangement or do I need to wait and call later? I'm already a bit stressed about it.
You should be able to ask for a payment arrangement if the bill is already due or very close to due. I did one last year when my wages were late. You just need to log in and see if the option appears, or message support. If it's before the DD date, they may still be able to stop it depending on timing.
Hi Megan, sorry to hear you're dealing with that. We may be able to help with a payment arrangement, but I can't guarantee it in every case. The quickest route is to contact us via your account and ask for a billing support review. If the direct debit is due very soon, please don't assume it can be cancelled in time until an agent confirms. If you'd like, I can point you to the right place on the account page.
Thanks both. I can't see anything obvious in the app, just payment history and my current balance. Does it matter that I've only been with Nexora since November? I don't want to mess it up by asking in the wrong place.
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