If you’re struggling to pay your phone or broadband bill during the coronavirus (Covid-19) pandemic, it’s important that you speak to your provider as soon as possible to see how they can help.
The pandemic has changed how we live, with people more dependent than ever on home phones, mobile or broadband services.
So, we’re working with telecoms providers to make sure they treat customers who are struggling to pay their bills fairly to help them to stay connected. Providers have already done this so far during the pandemic, putting measures in place to protect vulnerable customers and ensuring access to important telecoms services.
We’ve now called on telecoms providers to continue to support consumers over this period, recognising that people might face financial difficulty and therefore be less able to pay their telecoms bills. We expect providers to work with customers who find themselves in this situation and explain how they can help them.
The steps we’ve asked them to take include:
Importantly, we also want to remind you to contact your provider as soon as possible if you’re already in financial difficulty or if you think you’re going to struggle to pay your bills. Your provider can talk you through the options they have in place to help you manage your situation.