What do I do if I’m having trouble paying my bill?

Here you can find out important information on what to do if you’re having trouble paying your bills with iD Mobile.  

We understand that circumstances can change and you might find yourself in a situation where it’s hard to pay your bill. It’s important that you let us know about any significant changes to your circumstances such as ill health, bereavement, or if you’re having financial difficulties. The earlier you contact us, the more we can do to help. 

Please speak to us on Live Chat straight away. Our agents are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday, Sunday and bank holidays. 

We can support you to work out your options. We can also change your monthly payment date to help you manage your bill payments and show you how to remove additional add-ons that do not form part of your monthly contract. 

If you're struggling to pay your bills, you can also get free and impartial advice from: 

• Citizens Advice 

• National Debtline 

• StepChange Debt Charity 

Circumstances that can impact your payment

Here are some circumstances that can affect you making your regularly scheduled payments and how we can help.  

Our Vulnerable Customer Policy details the further support we can offer you, as well as additional ways to contact us. A person is considered to be a vulnerable customer if they are susceptible to harm due to personal circumstances. This could include someone who has lost their job, had a relationship breakdown, someone with a disability or a life-threatening illness.  

We have a team trained to give a high level of support to customers with vulnerability and/or accessibility needs. If you are vulnerable, you can contact our dedicated Vulnerable Customer Team on 0800 049 2376

The team can capture your individual needs or situation and record it to ensure in future interaction with iD, the advisor will already be aware of your vulnerability and how best to support you.

Reserving this phoneline for our vulnerable customers allows us to offer specialist help to those that need it the most.

If you’re having trouble paying your bills and have engaged a debt management company to help you manage your debt, they will contact us on your behalf to set up a payment plan. A letter of authority from you, which allows the debt management company to act on your behalf, will be required. Your debt management company will help you with this. 

Unfortunately, we don’t offer payment holidays. However, in extenuating circumstances, we’re responsible for supporting customers with bespoke payment options. This can be discussed with Customer Services and will be evaluated on a case-by-case basis. 

I’ve been declared insolvent/bankrupt

If you’ve been declared bankrupt or insolvent, we can no longer pursue your debt. You’ll need you to provide proof of this change to your circumstances. Acceptable forms of proof are: 

• Declared bankrupt – a copy of your Bankruptcy Order 

• Discharged from bankruptcy (usually 12 months from the date you were declared bankrupt) – a copy of your Bankruptcy Discharge Notice 

• Entered into a Debt Relief Order – a copy of your Debt Relief Order (DRO) 

• Entered into a voluntary arrangement – a copy of your Individual Voluntary Arrangement (IVA) 

If you’ve suffered a recent loss, we can place any collections activities on hold for 30 days. This means you won’t be pursued for any money you owe on your account. There is no requirement to provide evidence. However, you'll need to chat to one of our Live Chat agents to inform us of the situation.