Help if you’re struggling to pay your mobile phone, TV or broadband bills

If you don’t have a landline or broadband, your mobile phone is a vital connection to other services, so it’s important to keep it if you can.

This might be your first experience of struggling to pay a bill. Remember that it’s important to keep up with your payments. This isn’t just so you don’t lose your connection, but also because it could affect your credit score if you don’t.

If you need help, contact your provider as soon as possible to explain the situation.

Many providers have support in place to help you, including:

• changing your bill date
• setting up an affordable repayment plan
• moving to a different tariff
• lowering your spending cap.

You might also be able to buy packages that include data boosts at low prices, or free landline phone calls. For more money-saving tips, see our guide How to reduce your home phone and internet bill.

Some providers offer low-cost plans to help you make mobile calls and get online if you’re getting certain benefits, including: 

• Universal Credit 
• Jobseeker’s Allowance
• Pension Credit  
• Employment and Support Allowance.  

Ofcom has a list of providers that offer these ‘social tariffs’Opens in a new window

If you’re looking for work, you can apply through your work coach for a voucher for free broadband from TalkTalkOpens in a new window 

The voucher gives you six months of Fibre 35 broadband service with no contract or credit check needed. And there isn’t a cap on data use (providing it’s within TalkTalk’s fair data usage limits).  

After six months, you can choose to roll onto a contract with TalkTalk or cancel the service. Whatever you choose to do, there will be no cancellation costs or sign-up fees. 

Around eight million households in the UK struggle to afford their  phone, broadband and TV bills Opens in a new window

If you can’t afford an internet connection to meet essential needs, you might be experiencing data poverty. Data poverty means that you can’t do things like apply for a job online, bank online or access essential services.  

The UK National Databank via Good Things Foundation provides free mobile internet dataOpens in a new window, for up to 12 months, to people who can’t afford it. To qualify, you must: 

• be at least 18 years old   
  
• be from a low-income household  
  
• qualify in at least one of the following statements:   
  
  • have no access or insufficient access to the internet at home 
    
  • have no or insufficient access to the internet when away from the home   
    
  • can’t afford your existing monthly contract or top-up. 
    

If you can’t afford services such as Netflix or Spotify, you might be able to cancel them without being charged a penalty. Check the terms of your contract. Citizens Advice has guidance on cancelling a phone, TV, internet and mobile contractsOpens in a new window 

If you’ve missed a payment on your broadband, phone or TV subscription, contact your provider to explain your situation. 

StepChange has more information if you’re struggling to pay your mobile phone billOpens in a new window or if you’ve missed payments on billsOpens in a new window such as TV and mobile phone.

If you’re worried you might miss a payment, find out more about prioritising your debts.

If you’ve already missed payments and are not able to come to an agreement with your provider, it’s best to get advice as soon you can.

Having mental health struggles might make it difficult for you to manage your money.

If you’re struggling financially and with your mental wellbeing, it’s worth getting in contact with your bank, building society, lender or whoever you owe money to, to discuss your options. 

Most organisations that you owe money to have policies to help support you if you’re vulnerable. 

MoneySavingExpert has a free, downloadable PDF booklet on money and mental healthOpens in a new window It includes how to handle debts when you’re unwell, working with banks, free debt counselling, and whether to declare a medical condition.