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What to do if you can’t pay your bill

Community Manager (Retired)
Community Manager (Retired)

If you can’t pay your bill, please don’t cancel your Direct Debit. Please get in touch on 191 (free from Vodafone devices), or 03333 040 191 from any other UK landline or mobile.

There are also some things we can do. You’ll need to get in touch to talk about these.

We can:

  • Change the date of your monthly payment
  • Move you to Direct Debit
  • Remove additional services
  • Help you sell or trade in your old devices 

Unfortunately, we can’t offer you any financial services. Here are some organisations that might be able to help:

How we use credit agencies to obtain data

We use data from three credit reference agencies. 

When you apply for a contract with us, the search stays on your credit file for 12 months before it disappears automatically.

While you’re in contract with us, we’ll continuously exchange information about you with these credit reference agencies. This includes if you’ve paid your bill on time or late. 

We’ll also reflect how late you paid (for example):

  • If you pay two months late a 2 will be on your credit file
  • Three months late will show a 3, and so on
  • A default may be added if your bill remains outstanding

Once the debt is paid, the default will show as satisfied, but your credit file will show the debt for six years from the date it was recorded.

Please note – your credit report updates two months in arrears. (For example, January’s bill will reflect as paid in March.)


There are a few ways you can reduce your spending:

How do I declare bankruptcy?

If you’ve been declared bankrupt, please send an email to our insolvency team at We’ll update your credit file once this information has been received.