If it is physically difficult for you to pay your bill each month, or you worry that your bill may go unpaid due to circumstances beyond your control, for example an unexpected hospital stay, then the Protected Service scheme will give you peace of mind. The scheme lets you nominate a friend or family member to pay your bill for you each month and also gives us a contact where we know that a customer may be at risk without a phone, so that we can resolve any issues that may come up.
The person you select must, of course, agree to be your nominee and understand that some personal details will be passed to us. Also, whatever arrangements you make between yourself and your nominee are private and must be managed by you. ntl:home is unable to take part in these arrangements or interfere in any way regarding payment of your bills. Your nominee will at no time be liable for any amount owed on your account.
If at any time you wish to change your nominee or cancel the arrangement, please confirm the details in writing and send the letter to your local ntl:home office for the attention of The Special Needs Representative who will ensure that any changes are noted on the system. Please ensure that you quote your password and account number and, if appropriate, give contact details of your new nominee.
If for some reason your nominee does not pay your bill on time, after a certain time period we will send you a reminder letter. If the bill remains unpaid after 30 days, under the Protected Service scheme we will contact your nominee by phone to understand the situation and make arrangements for payment.
In the event you are not in a position to pay your bill, you can agree a Payment Plan with our Customer Accounts team to clear any outstanding amounts. Please note that in these circumstances, we may downgrade your television service or terminate services altogether if necessary.