Key takeaways
Ofcom requires all UK telecoms providers to have policies and procedures for supporting customers experiencing financial difficulty. This is part of General Condition C5, which covers vulnerable customers including those struggling to pay their bills.
Providers must take a sympathetic and positive approach to customers in debt or payment difficulty. Before restricting or terminating a service, providers must follow a prescribed process including contacting the customer, discussing their situation, and considering appropriate support measures.
Ofcom published dedicated research on telecoms debt support in 2023/2024, examining how well providers are identifying and supporting customers struggling to pay. The research found significant variation between providers in how proactively they identify and help financially vulnerable customers.
Social tariffs are the primary tool for making communications services affordable for low-income customers. Ofcom requires providers to publish information about social tariffs and to direct eligible customers toward them. Eligibility is based on receipt of qualifying benefits including Universal Credit, Pension Credit and ESA.
Providers can restrict or ultimately disconnect a service for non-payment, but only after following Ofcom's prescribed process including reasonable notice and documented attempts to engage with the customer.
Reviewed: June 2026Key facts
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Ofcom's requirements for customers in financial difficulty
Ofcom's General Condition C5 requires all telecoms providers to have clear, effective policies for treating vulnerable customers fairly -- including customers who are experiencing financial difficulty and struggling to pay their bills. The condition does not specify every step a provider must take, but sets a framework that providers must implement through their own vulnerability policies, which Ofcom can review and enforce against.
Ofcom has also published a guide of measures that providers could take to support financially vulnerable customers. This guide sets out Ofcom's expectations in more detail, covering how providers should identify customers in difficulty, what support options they should offer, and how they should handle the debt collection process.
What providers must do before restricting or disconnecting
Before restricting a service (reducing it to incoming calls only or emergency-only) or disconnecting a customer entirely for non-payment, providers must follow a process designed to give the customer a genuine opportunity to address their payment difficulties. This includes: attempting to contact the customer through available channels; making the customer aware of the support options available including social tariffs, payment plans and hardship funds; giving reasonable notice of the intended action; and documenting their attempts to engage.
Providers must give at least 30 days notice before restricting or disconnecting a service for non-payment. The notice must clearly explain what action is being taken, when it will happen, and what the customer can do to prevent it. Simply sending a final demand letter and disconnecting without further engagement does not meet Ofcom's requirements.
Social tariffs: the primary affordability tool
Social tariffs are discounted broadband packages that providers offer to customers receiving certain qualifying benefits. They represent the primary mechanism through which Ofcom expects providers to make communications services affordable for low-income customers. Ofcom requires providers to make information about their social tariffs easily accessible and to actively direct customers who may be eligible toward them.
Eligibility for social tariffs is typically based on receipt of: Universal Credit; Pension Credit; Employment and Support Allowance (income-related); Income Support; Jobseeker's Allowance (income-based); or equivalent qualifying benefits. The specific qualifying benefits vary by provider.
Social tariff prices start from approximately 12 to 20 pounds per month for basic broadband, significantly below standard market rates. Ofcom publishes a full list of available social tariffs and eligible providers at ofcom.org.uk/phones-and-broadband/saving-money/social-tariffs. Several major providers including BT, Sky, Virgin Media, Vodafone and others offer social tariffs.
Ofcom's debt support research findings
Ofcom published dedicated research in 2023 and 2024 examining how well UK telecoms providers are identifying and supporting customers who are struggling to pay. The research found significant variation between providers. Some providers proactively identify customers who may be in financial difficulty and offer support before accounts fall into arrears. Others wait until a customer has missed payments before making contact.
Ofcom's research also found that awareness of social tariffs among eligible customers remains lower than it should be -- many customers who would qualify are not taking up the available discounts because they are not aware of them or do not realise they are eligible. Ofcom has urged providers to be more proactive in communicating social tariff eligibility to at-risk customers.
Payment plans and hardship funds
Providers must offer payment plans to customers who cannot pay in full. A payment plan spreads arrears over an agreed period, preventing immediate disconnection while the customer addresses their debt. Ofcom's guidance suggests that providers should be flexible in structuring payment plans -- particularly for customers with variable or uncertain incomes -- and should not demand unrealistically fast repayment timescales.
Some providers operate hardship funds that can provide one-off assistance to customers in crisis. These are not mandatory under Ofcom's rules but represent best practice. Citizens Advice can help customers navigate discussions with providers and identify what support is available.
What to do if you are struggling to pay
If you are struggling to pay your broadband or phone bill, the recommended steps are: contact your provider immediately -- do not wait until you miss a payment; ask about social tariffs if you receive qualifying benefits; ask about payment plans or hardship assistance; if you are in arrears and at risk of disconnection, seek free advice from Citizens Advice before the situation escalates. Providers are required to engage with you before taking action; if a provider disconnects you without following the required process, you have grounds to complain.
Related guides
Disclaimer: This guide is for informational purposes only. Kael Tripton Ltd is not regulated by the FCA. Sources: Ofcom, legislation.gov.uk, GOV.UK. Verify at ofcom.org.uk.
Frequently asked questions
What must my broadband provider do if I cannot pay?
Your provider must have a clear policy for supporting customers in financial difficulty under Ofcom's General Condition C5. Before restricting or disconnecting your service, they must contact you, make you aware of support options (social tariffs, payment plans), and give at least 30 days notice. They must document their attempts to engage with you before taking action.
Can my broadband provider disconnect me for not paying?
Yes, but only after following Ofcom's prescribed process. Providers must give 30 days notice, attempt to contact you and discuss your situation, and inform you of available support. If you have been disconnected without this process being followed, complain to your provider and escalate to the Communications Ombudsman or CISAS.
What is a social tariff and how do I get one?
Social tariffs are discounted broadband packages for customers receiving qualifying benefits (Universal Credit, Pension Credit, ESA, Income Support, JSA). Prices start from approximately 12-20 pounds per month. Tell your current provider you receive qualifying benefits and ask about their social tariff. If they do not offer one, switching to a provider that does is straightforward. Ofcom publishes a full list at ofcom.org.uk/phones-and-broadband/saving-money/social-tariffs.
Can I get a payment plan for broadband arrears?
Yes. Providers must offer payment plans to customers who cannot pay their full balance. Contact your provider and explain your situation. If you are struggling to negotiate a reasonable plan, get free advice from Citizens Advice (citizensadvice.org.uk) before the situation escalates to disconnection.
What did Ofcom's debt support research find?
Ofcom's 2023/2024 research found significant variation between providers in how proactively they identify and support financially vulnerable customers. Some providers engage customers before they miss payments; others wait until arrears accumulate. Awareness of social tariffs among eligible customers was found to be lower than it should be, with many eligible customers not taking up available discounts.
Does Ofcom have a hardship fund?
No. Ofcom is a regulator, not a service provider, and does not operate hardship funds. Some individual telecoms providers operate their own hardship or emergency assistance funds. Citizens Advice can help you identify what support your specific provider offers and advise on your rights.
What if I'm struggling with multiple utility bills including broadband?
For help with multiple household bills, contact Citizens Advice (citizensadvice.org.uk) or StepChange (stepchange.org) for free debt advice. These organisations can help you prioritise payments, negotiate with providers, and identify all available support including social tariffs, energy bill assistance and benefits you may be entitled to.
Are there any protections if broadband is my only phone connection?
Yes. If your broadband or VoIP service is your only means of contacting emergency services, additional protections apply under Ofcom's rules, particularly during the PSTN switch-off transition. Providers must ensure you maintain access to emergency services throughout any service change or upgrade, and must take special care with customers who rely on their service for safety.
