United Kingdom

Phone and broadband bill arrears

What can happen when mobile, broadband or pay-TV bills are missed and what support to ask your provider for.

If you miss phone or broadband payments, your provider may restrict or eventually disconnect the service, so contact them quickly. Ofcom recommends asking about cheaper packages, paying debt over time, affordable monthly payments, changing payment dates and free debt-advice referrals. Vulnerable customers are entitled to fair treatment under Ofcom rules.

What may happen after missed payments

Providers usually contact customers first. Continued non-payment can lead to account restrictions and potentially disconnection.

What to ask for

Ofcom suggests discussing affordable repayment, cheaper tariffs or packages, payment-date changes and debt advice. Providers are not required to offer every option, but early contact is important.

Vulnerability and financial difficulty

Ofcom requires providers to have policies and procedures to treat vulnerable customers fairly, including people in financial difficulty.

Related guidance

Important: This page provides general information, not regulated financial or legal advice. Rules and enforcement processes can depend on the debt, court, creditor and jurisdiction.