Help with your monthly payments

A repayment plan lets you pay an affordable amount each month until you clear your outstanding debt or until your circumstances change.  

This type of arrangement will show on your credit file, and other companies or lenders will consider it when making lending or credit decisions. 

If you clear your outstanding balance at the end of your repayment plan, this will bring your account up to date. And will show as a positive factor on your credit file. 

If you have an outstanding balance left at the end of your repayment plan, the remaining arrears will show on your credit file. They’ll start to be reported as missed payments, which will make it more difficult or expensive to get credit in the future. So, it’s important to get in touch with us at the end of your repayment plan to check your options.  

We’ll contact you by email, text, and by mail using the contact details registered to your account. 

Any missed or late payments will be reported to your credit file, making it more difficult and expensive to get credit in the future. 

If you don’t contact us to discuss your options and keep missing payments, we may cancel your Airtime account(s). If this happens, will be noted on your credit file. 

If you don’t make your Device plan payments and we decide to cancel your account, we’ll add a default to your credit file. This will stay there for 6 years, and will also make it more difficult or expensive to get credit in the future. 

We’ll let you know before we cancel your account and add the default to your credit file. We want to give you enough time to make a payment or contact us to try and find a solution. 

If we cancel your account, we may transfer the full balance you owe us to a Debt Collection Agency. They’ll manage the debt and contact you to set up a repayment plan.  

For more information on defaults, visit experian.co.uk/consumer/guides/defaults

Find out more about what can affect your credit score.

You can also find out more about missed Airtime plan payments in our Pay Monthly terms. 

For missed Device plan payments, please check sections 6 and 7 of your Fixed Sum Loan Agreement for your Device plan agreement. This is the document that you signed when you bought your device, and we emailed to you.

They’ll get in touch by email, letter, or text using the contact details we had for you when we sent your account to them. They’ll let you know they’re now managing your account and how much you owe.

The DCA managing your account will include their contact details in the emails, letters, or texts they send you. But here’s a list of the DCA’s we use and their contact details:

Ardent (Debt and Revenue Services)

Telephone: 0151 545 1500 

Website: my-drs.co.uk/get_in_touch

Credit Resource Solutions (CRS)

Telephone: 0142 232 4510

Website: paycrs.co.uk

Creditlink Account Recovery Solutions (CARS) 

Telephone: 01256 512 500

Website: carsuk.org/how-to-contact-us

Past Due Credit Services (PDCS)

Telephone: 0131 447 0554 

Website: pastduecredit.co.uk

Your Airtime and Device plans are different accounts, and you may have more than one Airtime or Device plan. If you miss payments or fall behind with any or all of them, they may be sent to different DCAs. 

Each DCA will still collect on our behalf and will be in touch to find a repayment solution that works for you.

We hope this will never happen – the DCAs we use are regulated by the Financial Conduct Authority (FCA). They must comply with the FCA’s rules and requirements to ensure everyone’s treated fairly.  

We regularly check how the DCAs that we work with interact with our customers, too.  

If you’ve been treated unfairly by a DCA, you can raise a complaint with us.