Help & Support


Unable to pay bill

Worried about paying your bill?

We understand that sometimes, your circumstances change. If you’re worried about paying your bill, please call us on 4455 from your Tesco Mobile phone or 0345 301 4455 from another phone. We are here to help.

Speaking to us early will help prevent any possible restrictions to your account. We have included some helpful numbers under ‘General Advice’ below if you need the help of free, impartial debt advice services.

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

  • Deferring your payments for a period of time
  • 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
  • Reducing your monthly safety buffer, if you have one
  • Setting up a payment plan

Deferring your bill

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

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.

Setting up a payment plan

You can spread the cost of paying the overdue amount with a payment plan, which will reduce the amount you need to pay each month.

To speak to us about a payment plan, please call us on 4455 from your Tesco Mobile phone or 0345 301 4455 from another phone.

What do I need to know about payment plans?

  • Your upgrade options, Family Perks and bundles may be paused while your payment plan is in place
  • You will be able to view your upgrade options 90 days after your payment plan has ended
  • You can make ad-hoc payments anytime
  • If you don’t pay your payment plan, you’ll be at risk of having your service restricted and/or disconnected
  • Your payment plan will appear on your credit file

What happens at the end of the plan?

If you’ve got a separate phone contract (your Phone Credit Agreement), depending on the plan you choose, your normal phone payments may accrue during your payment plan. This amount will be added to your final phone payment. If you want to reduce this amount, you can make ad hoc payments during the rest of your contract.

Your credit file

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.

Payment plans
We may report to the credit reference agencies that you are in a payment arrangement with us and therefore this could affect your ability to obtain credit in the future.

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.