If you’re struggling to pay your mobile, phone, internet or TV bill
Contact your service provider as soon as possible to explain the situation and ask if you can go on a payment plan to pay off what you owe.
You might be charged extra for not making a payment if you don’t contact your provider to arrange a payment plan.
Your service provider will work out the amount you have to pay. The payment plan will include an estimated amount for what you currently use and an amount for what you owe.
Coronavirus - if you can’t pay your bill
The government have announced you should get extra help if you’re a customer of:
- Virgin Media
Contact your supplier and ask what they can do to help. For example, they might agree to help you by:
- reducing your bill
- giving you more time to pay
- increasing your data or download limit
- moving you to a contract that suits your needs better
If you’re a customer of a different provider, you should still ask if they can help. If they refuse, you might be able to switch to a different provider.
Your service provider shouldn't try to get you to pay more than you can afford. Tell them straight away if you don’t think you’ll be able to keep up with the payment plan - they might be able to reduce the payment.
If you have a contract (for example, an 18- or 24-month contract), you’ll usually have to pay instalments for the whole period even if you’re not using the service. If you don’t want the service anymore you might be able to cancel the contract early without having to pay anything other than what you owe. However, your provider might not let you break the contract.
Read our advice on what to do if you’re struggling with debt.
Getting a better deal
You might be able to switch phone providers for a better deal - but check your terms and conditions to see if you’re still under contract before trying to switch.
You can see a list of price comparison sites which have been accredited by Ofcom on the Ofcom website.
If you’re getting benefits you might be able to get a low cost landline phone service from BT.