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Go to BasketUnable to pay your bill
We understand that sometimes your circumstances change. If you’re worried about paying your bill then you can defer your payments for a period of time or you may be able to spread the cost by setting up a payment plan. Find out more information in the sections below.
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.
If you still need support, then our Live chat are on hand and can talk you through your options and find one that's right for you. This could be:
- Staying on pay monthly but flexing your tariff options
- Reducing your monthly safety buffer, if you have one
- Changing your payment and bill date
- Moving from pay monthly to pay as you go (you’d still need to pay any phone payments you have left)
If you’re looking to defer your bill payment, you can do so by following the steps below:
- Login to My Account
- Click on Bill in menu
- If you have not paid your bill you will see the options to either make a one off payment or to Defer payment
- Click on Defer payment and fill in the details and submit
For any existing outstanding amounts or missed payments, even when deferred, we’ll need to report these to credit reference agencies, which could affect your credit rating.
Depending on when you deferred your bill payment, 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.
You may be able to spread the cost of paying the overdue amount with a payment plan, which may 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.
- Your upgrade options, Family Perks and bundles may be paused whilst your account is in arrears or, either a payment plan or deferral in place.
- You will be able to view your upgrade options 90 days after your payment plan or deferral has ended and your account is no longer in arrears.
- You can make ad-hoc payments anytime.
- If you don’t pay your payment plan or deferral, you’ll be at risk of having your service restricted and/or disconnected.
- Your payment plan will appear on your credit file.
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 and form arrears on your account. They’ll be payable at the end of your payment plan or credit agreement, depending on which option you choose when setting up the plan.
If you would like to pay them off sooner, you can make one-off payments in My Account. Once you’ve logged in, go to Bill, then select Make a one-off payment. Select the credit agreement(s) and then enter the amount you’d like to pay.
General advice
If you are struggling with debt in general and need help, you can seek advice from the following organisations:
- Money Helper - 0800 138 7777 - For free, unbiased and easy-to-access money tools, information and advice.
- Money Advice Scotland - Use the link to find contact details for debt advice in your local area.
- Citizens Advice - For advice and information on debt and other topics, visit your local Citizens Advice.
- Advice NI - 0800 915 4604 - For debt advice if you live in Northern Ireland.
- Citizens Advice Wales - 0300 330 1313 - For debt advice if you live in Wales.
- AdviceUK - 0300 777 0107 - For debt advice including specialist advice for minority communities and people with disabilities.
- Christians Against Poverty - 0800 328 0006 - For free debt advice in your home, check post code coverage at www.capuk.org
- National Debtline - 0808 808 4000 - For debt advice in England, Scotland or Wales.
- StepChange Debt Charity - 0800 138 1111 - For debt advice throughout the UK.
- Business Debtline - 0800 197 6026 - For free and confidential debt advice to the self-employed and small businesses.
- Financial Ombudsman Service - 0800 023 4567 - If you have a complaint that you can’t resolve with your lender, the Financial Ombudsman Service may be able to help.
- Samaritans - 116 123 - The Samaritans can't offer debt advice, but they can provide free and confidential gelp and wellbeing support to those in distress 24 hours a day, 365 days a year.
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.