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Mobile bill help: handset, SIM-only and affordability support

How to separate handset finance, airtime, insurance and extras when a mobile bill is unaffordable.

Last reviewed: 6 July 2026 · UK guidance

In brief

A mobile account may contain a SIM or airtime plan, device loan, insurance, premium services and out-of-bundle charges. Changing the tariff may not remove the handset balance. Ask for a full breakdown.

Protect essential contact while seeking affordability support. Consider a lower-cost SIM-only plan only after understanding device repayment, number transfer and contract consequences.

Identify every agreement

Check whether the handset is financed separately and when each term ends. Note insurance, accessories, add-ons and family lines. Ask which parts can be changed now.

Stop avoidable charges

Set spending caps, block premium services and review roaming or extra data. Use Wi-Fi safely where available, but do not remove data needed for health, work or safety.

Ask for affordability support

Request social-tariff or lower-cost options, a payment plan and vulnerable-customer support. Offer an affordable amount after priority bills and get the effect on service and credit reporting in writing.

Switch or downgrade carefully

Confirm number transfer, unlocking, eSIM or physical SIM needs and device balance. Do not cancel the old number before a port completes.

A mobile account review

Use this with the provider.

Please separate my account into airtime, handset finance, insurance, add-ons, out-of-bundle charges and arrears. I need the cheapest suitable SIM or social-tariff option, spending controls and an affordable plan for the balance, with contract and credit-reporting consequences in writing.

A practical checklist

  • Separate device and airtime.
  • Block premium and excess charges.
  • Check lower-cost and payment support.
  • Protect the number during switching.

Check the current information

These are the most relevant official or specialist places to confirm live rules, availability and application details.

Broadband and phone social tariffs — Ofcom

ofcom.org.uk

Open official information
Saving money on phone and broadband — Ofcom

ofcom.org.uk

Open official information
Budgeting and money guidance — MoneyHelper

moneyhelper.org.uk

Open official information
Free, impartial money guidance

moneyhelper.org.uk

Open official information

Social tariffs explained without the jargon

What social tariffs are, who offers them and how to compare one fairly with an ordinary contract.

Read this guide

EE affordability and social tariff help

How to ask EE for mobile or broadband affordability support, understand social-tariff routes and protect essential access when the account is already under pressure.

Read this guide

Low-cost broadband and mobile social tariffs: a provider-by-provider starting point

How to compare current broadband and mobile social tariffs without relying on an outdated provider list or headline price.

Read this guide

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A few closely related starting points, chosen from the same support library.

Social tariffs explained without the jargonWhat social tariffs are, who offers them and how to compare one fairly with an ordinary contract.EE affordability and social tariff helpHow to ask EE for mobile or broadband affordability support, understand social-tariff routes and protect essential access when the account is already under pressure.Low-cost broadband and mobile social tariffs: a provider-by-provider starting pointHow to compare current broadband and mobile social tariffs without relying on an outdated provider list or headline price.

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