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What is MyPortal?

MyPortal is our new online customer tool, designed to give you more control over your account. You can view your bill, manage your account and enjoy many other features developed to make our service better for you. We’ve created a short video to help you to navigate around the site with ease.

Where can I find MyPortal?

You can navigate to MyPortal login here.

What information do I need to login to MyPortal?

You will need the primary email address associated with your business and the business name EXACTLY as it appears on your last bill.

My Portal won’t let me login?

The most common reason for login difficulties is an incorrect email address or incorrect business name. Check you have entered your information as it appears on your last bill. The system is case sensitive and will not allow login if you have put in any additional spaces.

My email address is not recognised?

The email address must be the primary or financial contact associated with your business. If your email address has changed you will need to update this by speaking to our Dedicated Customer Service team on 0344 770 6000 and we will guide you through the process.

I clicked on ‘Forgot my Password’ but the email with a temporary password hasn’t been sent to me?

Check your junk mail folder to see if it has been directed there. Please repeat the login process. If you are still experiencing the same problem, you can speak to our dedicated Customer Service Team on 0344 770 6000 or email us at

I’ve asked for a ‘call back’ but I haven’t heard from you?

We are currently experiencing a high volume of calls. Please be assured we are aware of your request and we will call you at the earliest opportunity.

Why can’t I receive my bill as an email anymore?

We want to ensure that you are getting the very best service from us. We would like to encourage you to use MyPortal, which has been developed to ensure you can manage your account with ease and enjoy many other features developed to make our service better for you.

Can I view my bill online straight away?

Yes, you can view all your bills on MyPortal once you have completed the login process.

How do I change the name or address on my account?

Speak to our dedicated Customer Service Team at 0344 770 6000 and we will guide you through the process. You can also email your request to us at

Top 5 Billing Questions and Answers 

Why is my bill higher than normal?

 Products and services are charged at a monthly rate, one month in advance plus any pro-rata days incurred in the month the service went live. You may have had an engineer charge, bought new services, or added a select service.

Why have I been billed for an engineer charge?

If you have had a new service installed, a broadband or line fault or a change to your phone system such as a divert this may be chargeable. Missed appointments, broadband special fault investigation visits (SFI), and faults found with equipment are always chargeable. You may want to find out more about our Line Assurance product to help protect against engineer charges.

How can I pay my bill online?

You can make an online payment HERE.

How can I get a copy of a previous bill?

 You can access any of your bills on the Customer Portal. You can also set up a Direct Debit, update your personal information, and choose how you would prefer to see your bill, online, by email or post. If you are already registered and have lost your username or password, simply enter your account number and we'll send you a reset.

What is Fraud Monitor and Line Assurance?

 Fraud monitor analyses usage on your account and notifies you in the event of any usual activity. Line Assurance protects you against engineer charges. These are optional services, and both can be removed at any time.