We're here to help support you if you're experiencing financial difficulties.
Step 1: Contact us as soon as possible
Call us, and we’ll talk through your options:
- The sooner you contact us, the more we can help.
- Contacting us will not affect your credit file.
We may be able to:
- Give you more time to pay.
- Set up a payment plan.
- Share free, independent debt advice services.
Step 2: Try these online options
You may be able to manage your payments without calling:
- Change your Direct Debit payment date.
- Make smaller payments during the month.
If you can’t complete these steps
If you can’t log in or change your payment online, call us.
If you are worried about speaking on the phone, you can ask for support options when you get in touch.
What happens if you don’t contact us
If we don’t hear from you:
- Your service may be restricted or disconnected. [bt.com]
- Late payment charges may apply. [bt.com]
- Your debt may be passed to a third-party collection agency.
If your service is restricted
- You can still call 999 or 112.
- When you pay, your service usually returns within 4 to 24 hours.
If your Direct Debit fails
We’ll try to take payment again in about 7 days.
If it fails again:
- Your Direct Debit will be cancelled.
- You may be charged.
Late payment charges may apply. More information can be found in the BT Tariff Guide (PDF).
Here are more details on all the ways you can pay.
Support available for low-income households
We have some basic plans for Mobile, Broadband and Telephone, which are exclusively available to customers on one or more of the following benefits:
- Universal Credit.
- Guarantee Credit element of Pension Credit.
- Jobseeker’s Allowance.
- Income Support.
- Employment and Support Allowance.
Find out more about BT Home Essentials Broadband.
Accessibility and extra support
If you need extra help:
- Ask for information in accessible formats (large print or screen reader support).
- Use Relay UK if you have hearing or speech difficulties.
- Let us know if someone needs to manage your account for you (authorised user).
If you’re struggling with your finances, several free independent debt advice services can help.
| National Debt Line | Freephone 0808 808 4000 | National Debt Line is a debt charity set up to provide free, independent debt advice over the phone or online. |
| StepChange Debt Charity | Freephone 0800 138 1111 | StepChange's advice is free and private. They offer many solutions, including a tool to check and manage your debt. |
| Citizens Advice | Find your local branch on this page tool | Citizens Advice provides people with knowledge and support on a wide range of issues, free of charge. If you find it easier to talk face-to-face with someone. |