Device plan agreement FAQs 

Yes you can. If you'd like to upgrade, you can still upgrade without needing to have paid your existing device plan agreement in full. You'll still need to continue to pay the existing monthly device plan instalments as scheduled, and you can also make overpayments or alternatively settle the balance in full.

If you decide to upgrade to a new device, you may decide to enter into a new device agreement, which will be payable monthly over the agreed term. If you keep your existing device plan agreement – and also take out a new device plan agreement as part of your upgrade – you’ll need to make your monthly payments for both device plan agreements until they are paid in full.

If you’re in arrears with either your device plan agreement or your airtime plan, you need to make sure your payments are up to date before you can upgrade. Any new device plan agreement will be subject to affordability/credit checks.

Your device plan will not be cancelled and will continue as normal until completed. You can settle your outstanding device plan agreement balance at any time via bank transfer, or by getting in touch.

You can ask to change your direct debit details or change the payment date by getting in touch.

You can also make a payment towards your outstanding device plan agreement balance, by getting in touch. Alternatively, you can pay via bank transfer.

If you'd like to pay by bank transfer, you can use the following details:

Account name: Hutchison 3G UK Ltd 

Sort code: 400250

Account number: 51441078

You’ll need to include your device plan agreement number as the reference when making your payment. The device plan agreement number will begin with a 3 or 4. You can find this in your device plan agreement confirmation email or documents .

Your device plan agreement and airtime plans are separate agreements. This means you'll be charged separately, with separate Direct Debits. 

Each month, we'll send you an airtime bill. This will cover your monthly charges, usage, and any Add-ons for the subscriptions on your account. We'll take payment by Direct Debit each month, if you have set this up. 

Your device plan agreement will have it's own Direct Debit. If you have more than 1 device plan agreement, each will have its own monthly Direct Debit. We'll send you a statement for each agreement annually, with details of your payments. 

The best thing to do is Contact Us. We’ll discuss what options are available and what to do next.

If there’s a delay in making your monthly payment(s), or if you’ve already missed a payment, this may impact your credit file and could make it more difficult for you to get credit in the future. So please get in touch with us and we’ll try to help.

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

• Money Helper

• Citizens Advice

• National Debtline

• Step Change Debt Charity

You can also check out our Vulnerable situation policy.