Help & Support


Unable to pay bill

Unable to pay bill

What should I do if I’m struggling to pay my bills?

We understand circumstances can change so if you encounter any financial difficulties please call us as soon as possible on 4455 from a Tesco Mobile phone or 0345 301 4455 from another phone to discuss how we can help you and the best way for you to pay going forward. Speaking to us early will help prevent any possible restrictions to your account. We have included some helpful numbers under ‘General Advice’ if you need the help of free, impartial debt advice services.

If you have more than one overdue bill with Tesco Mobile, you should pay your oldest bill first. You may also be able to split the cost of your bill over a few days to make it easier to manage.

Unable to pay bill

If you’re looking to defer your bill, please log in to My Account and go to the ‘Bills and payments’ section.

If you’re worried about paying your bill and you need to talk to us, you can call us on 4455 from your Tesco Mobile phone or 0345 301 4455 from another phone.

We’ll be able to talk you through your options and find one that’s right for you. This could be:

  • Changing your bill date
  • Moving from pay monthly to pay as you go (you’d still need to pay any phone payments you have left)
  • Staying on pay monthly but moving onto a lower tariff
  • Deferring your payments for a period of time
  • Reducing your monthly safety buffer, if you have one

Paying after your deferral runs out
If you defer your bill, it may mean that you will eventually have to make more payments than usual in the same month.
Payments that were overdue when you deferred will need to be paid separately when your deferral runs out.

To arrange payment please log in to My Account and go to ‘make a payment’ or contact us by calling 4455 from your Tesco Mobile phone or 0345 301 4455 from another phone.

Your credit rating

Tesco Mobile won’t report your deferral to credit reference agencies if your financial difficulties are due to Covid-19, for a period up to 90 days. However if you have any existing outstanding amounts or missed payments after the 90 days deferral period we will need to report this and it can affect your credit rating.

What happens if my account is disconnected?

If your Tesco Mobile account is disconnected due to non-payment of your bills, your debt will be passed to one of our service partners. You’ll be able to arrange an affordable payment plan when they get in touch.

If you find yourself in a state of insolvency or bankruptcy while you are with Tesco Mobile, please contact Customer Care on 4455 from your Tesco Mobile phone and they’ll be able to help you.

If you’re a business customer, please call us on 0345 601 2448.

General advice

If you are struggling with debt in general and need help, you can seek advice from the following organisations:

Money Advice Service – 0800 138 7777

AdviceUK – 0300 777 0107

Citizens Advice – Use the link to find your local centre

National Debtline – 0808 808 4000

StepChange Debt Charity – 0800 138 1111

These charities offer free, impartial advice and can even create affordable repayment plans to help you manage your debts.  You may want to consider completing a budget form, like this, before calling one of these charities.