How we can help if you’re having financial difficulties

We understand that your circumstances can change, and we want to support you in any way we can. If you’re having trouble keeping track of your usage or paying your bills, please take a look below to see the ways we can help.

If you’re unable to pay your bill on a certain date each month, we can help you to change your payment date – see our FAQ for more details. 

As we’ve outlined in our Airtime Conditions, if you’re a Pay Monthly customer and don’t pay your bill in time, we’ll ask you to pay for any outstanding charges within seven days of your billing date. If you’re not able to pay your outstanding balance within a week, we may charge you an additional late payment fee.

If you owe us any money after your due date and don’t have a valid reason for disputing payment, we may charge you interest on the money owed (charged daily at 2% above the base rate of Barclays Bank). You may also need to pay any administration costs that result from the late payment of your bill or your failure to pay it. If we still can’t recover the payment from you, we’ll engage a debt collection agency to collect this on our behalf. The agency will charge you a fee for doing this.

Finally, if you don’t pay your bill, we reserve the right to prevent you from making outgoing calls (except calls to the emergency services and Vodafone), sending texts and using data. We reserve the right to disconnect your service. If we’ve disconnected your service and you’d like to start a new agreement with us, you’ll be required to complete a credit check.

Please be aware that if your Home Broadband service has been disconnected, we can't guarantee that you’ll be able to keep your landline number once you are reconnected. It may take a few weeks to reinstall your service.

Although we’re not obliged to offer any financial services, we can help you to explore what options are available to you and share money advice relevant to your situation.

If you’re struggling to pay your monthly bills, please talk to us as soon as possible. We can work with you to find a way to make your bills affordable in your current circumstances. You can speak to one of our customer services advisers about:

  • Changing your monthly payment date or switching to Direct Debit
  • Paying the debt over time with a payment plan* 
  • Selling your old mobile phone(s) for recycling
  • Details of debt advice agencies
  • Removing additional services that aren’t part of your monthly contract**
  • Moving to a plan with more data in order to reduce additional out of bundle charges

If you don’t want to risk going over your allowance and having to pay more, opt in to our free text alerts to help you stay on top of your usage. To do this, just text START to 40506.

*Please be aware that by setting up a plan you’ll still be liable to pay your current bill as well as your arrears. The longer your plan, the greater the impact on your credit file. See more information regarding credit scores here

**Cancelling services or switching to Pay as you go may make your phone costs more manageable (although you may also incur an early termination fee)

If you want to speak to an adviser you can visit our contact page for further options.

My Vodafone app

The My Vodafone app enables you to easily check your real-time spending, usage and balance, as well as top up wherever you are. It also lets you compare your bill with the previous month. If you have any questions about the app, or need some advice, check our FAQs. You can also access your My Vodafone account online.

Alternatively, start a Live Chat with one of our advisers (you may need to use a Wi-Fi connection if your services are suspended).

Data limits in the UK and abroad

If you’re concerned about exceeding your data allowance on any device in the UK or abroad, we can send you text alerts so you know how much data you’ve used. To opt in to this free service, log in to My Vodafone or text START to 40506.

Please note: we can’t accept responsibility if you don’t receive text alerts, or for how much data you use. To find out more, please view our terms and conditions

Vodafone Spend Manager

Vodafone Spend Manager is a free service that allows you to stay in control of unexpected costs by setting a limit on how much you can spend on out-of-plan charges each month. Spend Manager is only available on plans bought from 1 October 2018 onwards. You can set up your spend limit and change it at any time in My Vodafone

 

What should you do if you have a dispute with your service provider?

If you don’t recognise some of the charges on your bill, please check with everyone who has access to your phone if these charges are for services they’ve used. If you still don’t know who is responsible for these charges, please contact us to let us know which charges you want to dispute. We’ll be able to clarify any items on your bill or recalculate them.
 

 

Here are some sources of information on managing money and debt that you may find useful:

 

 

Get things done faster with the My Vodafone app

Download the My Vodafone app now to check your datas usage, keep track of your spending manage your account and more.

 

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