Can't pay your broadband bills? Here's what to do
Try and get help before your bill is due
Communication is key. If you speak – or, use live chat – to your provider to let them know you are struggling, you might be able to avoid a late payment fee.
These late payment administration charges can be anywhere from £7 to £12 and will be incurred every month that you miss. By explaining the situation in time you can also avoid the possibility of having your services cut off.
How your provider might be able to help
Every broadband brand has different policies, but the majority will allow the following options to ease payments for those struggling:
Change your payment due date
If you need to push your bill due date to later on in the month to allow time to meet payment, many providers will allow this. It might be possible to do this instantly online without the need to even talk to anyone .
This probably won’t be allowed if you have any type of outstanding payment due, or if you have changed the date previously in the last three months.
Reduce your bill by switching to a social tariff
Social tariffs are cheaper broadband packages for people who claim Universal Credit, Pension Credit, or other benefits. They're offered by most providers and are delivered in the same way as normal packages. Current prices range from £10 to £23 a month and come with speeds over 30Mbps.
Social tariffs are usually easy to switch to – the major providers have instant eligibility checks. You also won't be expected to pay any exit fee if you're in a fixed term contract and want to move to your provider's social tariff. Plus there's a range of speeds on offer, including fast fibre options.
Millions are currently missing out on these. Matthew Upton, director of policy at Citizens Advice, says: “Social tariffs put money back into people’s pockets. But as it stands, a shocking 95% of eligible households are together missing out on a £200 saving each year. That’s £824 million of support going unclaimed.”
Find out more about switching to a social tariff.
Downgrade your package
This all depends on your provider. All broadband brands will let you upgrade whilst mid-contract, but downgrading isn’t normally so easy. It will depend on your package and whether you have add-ons as monthly extras e.g. TV passes, that are easy to remove and make your monthly bill a bit cheaper.
Payment holiday
Having a payment holiday from your broadband might be possible, you’ll need to talk to your provider. If money is already owed, this will probably not be allowed.
This option will pause repayments, normally for a maximum of three months. Remember this means your credit agreement end date will change and you’ll then be in contract for longer.
Work out a payment plan
As with the other options, having a payment plan put into place to pay back what you owe will all depend on the provider. Some offer the opportunity to make interim payments whenever you want using self service options and, once your outstanding balance is cleared, they can reinstate your service.
Out of contract? Look to switch and save
If your provider won't help you and you are out of contract, switch to a different brand. Remember, if you owe money to your old provider when you switch, this will still have to be paid back.
Broadband providers increase prices pretty much annually these days, despite the rising cost of living. Ofcom's latest research finds that customers could save over £200 a year simply by switching providers.
It's important that you don't just do nothing when your contract ends. You'll lose your starting offer price and be stuck onto higher monthly payments in line of inflation.
Switching is easy and you can enjoy a cheaper deal within 24 hours of finding it. Enter your postcode in our checker and find the best offer for you today.
Need more support?
If you’re struggling with your finances, there are several free independent debt advice services that can help. They will give you free and confidential advice and aim to find solutions that are best suited to you and your circumstances. Here are a few:
National Debt Line - Freephone 0808 808 4000 Are a debt charity set up to give free independent debt advice over the phone and online.
StepChange Debt Charity- Freephone 0800 138 1111 Their advice is free and confidential, they offer a wide range of solutions including a debt assessment and management tool you can use.
Citizens Advice Citizens Advice give people knowledge and support in a wide range of issues free of charge. If you find it easier to talk face to face with someone, you can find your local branch on their website.