How can I pay my bill?

Paying your bills by card over the phone changes from 8am Tuesday 3rd May 2022

Customers will need to call 625625 in order to pay their bills by card over the phone.

This is a new number dedicated to Manx Telecom bill payments. The service is automated, in line with industry best practice, and means we will not take manual card payments. Our customer contact and billing teams can no longer provide assisted payments, where we key in customer card details. Customers will key in card details themselves using a phone keypad.

We need to make these changes to comply with the industry standard security requirements known as Payment Card Industry Data Security Standard - or PCI-DSS. This is a set of controls designed to reduce the risk of your card data being compromised. You can find out more information online at www.pcisecuritystandards.org

Customers unable to use the automated payment line can still pay bills by direct debit, at our Strand Street store, through your myMT account or at your local Post Office. Alternatively, customers can contact us on 624624 to set up a direct debit.

You can continue to use 154 to top-up your PAYGO mobile or via a top-up voucher (scratch card). View the list of PAYGO top-up outlets here.

More details are in our FAQs below. If you still have a question, please contact our Customer Contact or Billing teams on 624624.

There are several payment options available when it comes to settling your bill. More information is printed on the reverse of your bill however please see below for a summary of the different payments methods.

By Direct Debit

  • This is a quick and easy way to make sure that future payments are not missed.
  • Approximately 10 working days after you have received your bill, we will claim the full amount from your bank account.
  • The Direct Debit Guarantee includes safeguards to ensure we only claim payment if you are happy.
  • If you would like to pay by Direct Debit, please call Customer Accounts on 624624.

Pay Online via myMT

  • Pay online through our website by registering with myMT.
  • Manx Telecom has introduced new card payment security standards in line with industry best practice.
  • Card issuers are now demanding more personal information, such as home and email address.
  • Manx Telecom does not see, store or process your card or personal information.
  • At the point of payment customers will be re-directed to the Verifone payment page – this is compliant with the latest card payment security standards.

At any Isle of Man Post Office

Within 14 days of receiving your bill, present it with your payment at any Isle of Man Post Office. If paying by cheque, please make it payable to the 'Isle of Man Post Office.'

Troubleshooting

Manx Telecom is currently introducing new card payment security standards in line with industry best practice.

Card issuers may challenge and decline cards, for example if a customer’s card details are put in incorrectly.

If you experience this, we advise you to try using your card again.

Should this not resolve an issue, alternative ways for customers to pay are:

  • Set up a direct debit payment with Manx Telecom. It’s easy to do this, just call us on 624624.
  • Online banking or via a one-off online payment (BACS)
  • At any IoM Post Office
  • At our Strand Street store

Frequently Asked Questions

 

QUICK LINKS:

General information about PCI-DSS

If you usually pay your bill with a card by speaking to our Contact Centre team

PAYGO top-ups

If you usually pay your bill on our website with a card

 

 

Why are you withdrawing assisted payments?

To comply with the industry standard security requirements known as Payment Card Industry Data Security Standard - or PCI-DSS

PCI-DSS is a set of controls designed to reduce the risk of your card data being compromised

You can find out more information online at pcisecuritystandards.org

What is PCI-DSS?

PCI-DSS stands for Payment Card Industry Data Security Standard and is a set of controls and obligations designed to reduce the risk of card data being compromised.

You can find out more information online at: pcisecuritystandards.org

When are assisted payments being withdrawn?

8am Tuesday 3rd May 2022

Why do I have to use an automated system, why can't I talk to a Contact Centre person like I used to?

We are required to make changes to remain compliant with industry standards

All sectors need to comply with these new standards

You can find out more information online at: pcisecuritystandards.org

Why do other companies allow me to pay my bill with my card and take my details?

Many companies are at different stages with compliance.

We are unable to comment on how a specific company is compliant with PCI-DSS.

What is an assisted payment?

Prior to PCI-DSS Payment Card Industry Data Security Standard (PCI-DSS):

An assisted payment was any bill payment or PAYGO top-up request received via the phone, where a Manx Telecom Contact Centre advisor physically entered the card details on behalf of the customer.

For example, when:

A customer received an error when using the automated payment line during our operating hours and the call transferred to a Contact Centre advisor who manually took the payment.

If an issue arose when a customer was applying credit to their PAYGO account during our operating hours and the call transferred to an advisor to manually process the payment and the top-up.

If you usually pay your bill with a card by speaking to our Contact Centre team

 

Why do I have to use an automated system, why can't I talk to a Contact Centre person like I used to?

We are required to make changes to remain compliant with industry standards

These apply to all sectors

You can find out more information online at: pcisecuritystandards.org

Why do other companies allow to pay my bill like I can with other companies?

Many companies are at different stages with compliance

We are unable to comment on how another company is compliant with PCI-DSS

Can I make a part payment on my bill??

Yes - we will take the payment and put a note on your account along with a date of when you plan to make a next payment

Why can’t I pay over the phone?

You can pay over the phone – it’s just that we can no longer take or input your card details on your behalf

Instead you can use our automated payment line 625625 to pay a bill

You can continue to use 154 to top-up your mobile or buy top-up vouchers at any of these stores.

What do the changes mean for me?

You can pay over the phone using our new, automated payment line on 625625

You can no longer make bill or top-up payments via 624624

Under no circumstances can Manx Telecom take card details from you for bill payments or PAYGO top ups

If I cannot use the automated payment line (625625 or 154) how can I pay?

You can use an alternative payment method:

Set up a direct debit payment with Manx Telecom. It’s easy to do this – call 624624.

Online banking or a one-off payment via online banking – BACS transfer – details are on the reverse of your bill

Online via myMT

At any IoM Post Office

At our Strand Street store

How can I pay a bill?

Automated payment line - 625625

Direct debit

Register for myMT

Online banking

BACS transfer

Post office

Shop

What is PCI-DSS - where can I find out more?

You can find out more information online at pcisecuritystandards.org

The new system complies with industry standard security requirements known as Payment Card Industry Data Security Standard - or PCI-DSS

PCI-DSS is a set of controls designed to reduce the risk of your card data being compromised

PAYGO top-ups

 

Why can’t I pay over the phone?

You can pay over the phone on 154

We can no longer take your card details

How can I top-up my mobile phone?

Automated top-up line - 154

Online at myMT – an auto top up facility is also available

Online via our website

Via a top-up voucher (scratch card) available from i.e. newsagents Spar shops, Co-ops. View a list of outlets here.

If you usually pay your bill on our website with a card

 

Why do I now need to provide more personal details such as my email address and postcode?

Your card issuer is now demanding additional personal details to validate against your account in order to process and approve your online payment

We recommend you contact your card issuer for more information on their changed online processes

Refer to the data usage section for further information

 

What information are you collecting and storing?

For personal details:

Manx Telecom temporarily collects and transmits your personal data securely to your card payment systems who integrate to your card issuer for the purposes laid out in their data usage policies

These entities process it against their records to verify your identity

Please refer to your card issuer data usage policy or contact them directly

For card details:

Manx Telecom redirects users to an industry certified card payment website – for Manx Telecom this is Verifone

Customers are therefore entering their details directly into the payment site. This is compliant – for further information please refer to: https://www.verifone.com/en/us/payment-services

Manx Telecom does not see, collect, transmit, process or store this data

What are you using my personal details for?

Your card issuer is now demanding additional personal details to validate against your account in order to process and approve your online payment

Manx Telecom displays the card industry's online payment website

Your card issuer is collecting and processing the data

We recommend you contact your card issuer for more information on their changed online processes

Why do I need to provide an email address?

Because your card issuer includes it in their process to validate your account

Your card issuer is now demanding additional personal details to validate against your account in order to process and approve your online payment

Manx Telecom displays the card industry's online payment website

Your card issuer is collecting the data

Manx Telecom does not see, see or process your personal or card details

We recommend you contact your card issuer for more information on their changed online processes

I don't have an email address, how can I pay by card?

We recommend you let your card issuer know If you are unable to proceed with an online payment because your card issuer requires an email address

You can top-up your mobile via 154 or pay a bill via 625625

Why will a payment be declined?

We will be able to see why your card issuer has declined payment

Reasons why often include:

An error in the details you provide

Missing details such as email address