Creditor Guide: BT

BT Group plc is one of the UK’s leading telecommunications providers, with services including broadband, landline, mobile, and TV streaming services.

As the cost of living continues to rise, many UK families have faced increasing difficulties in paying BT bills.

While your phone and internet access aren’t traditionally seen as priority bills, they are becoming increasingly essential services. Especially if you rely on them for work, education or communication. If left unpaid, priority bill arrears can have serious consequences, such as losing your home, having these essential services disconnected or facing enforcement action.

The following are classed as priority bills:

• Mortgage, rent or loans secured on your property
• Council tax
• Utilities
• Magistrates court fines
• TV licence
• Maintenance payable to an ex-partner or child
• Income tax or VAT arrears

If BT is your current broadband or phone supplier and losing this service would have a significant impact on your life, you should try to prioritise paying for any current usage and any outstanding debt you owe them.

Please note: The following information is correct as of September 2026.

According to BT’s own code of practice, if you find yourself unable to pay for their services, the steps they may take include:

• Sending payment reminders via automated voice call, text message or email.
• Suspending your network service until any outstanding balance is paid, restricting access to any broadband, landline, mobile and TV services (you’ll still be able to call essential numbers such as 999 emergency, Childline and Samaritans).
• Sending a further reminder letter at least seven days before complete disconnection.
• Issuing a late payment charge on top of the outstanding balance.
• Sharing information about your debt and missed payments on your credit file.

If you’re struggling to pay off BT debt, the most important thing to do is avoid ignoring the issue and make sure you seek support as soon as possible.

There are various types of support available from BT if you’re finding it hard to keep up with payments or your circumstances have changed.

The first step is to contact BT to let them know your situation as soon as you can, via:

• From BT mobile: 150
• From the UK: 0330 1234 150

After you’ve reached out, depending on your circumstances, available support may include:

• Granting additional time to pay.
• Agreeing a suitable payment arrangement.
• Signposting to free, specialist debt advice.

Visit the ‘More time to pay your BT bill’ web page for more information. 

Remember that while your initial conversation with BT will not affect your credit file, taking up one or more of the above options may impact it.

If no contact is made and no payment is forthcoming, BT may ultimately disconnect your services permanently. And your details may even be passed to a debt collection agency in order to recover the balance.

If you’re already in debt due to BT bills, you can access confidential, no-obligation debt advice 24/7, via our online debt advice tool. Alternatively, if you’d prefer to speak to an expert debt advisor in person, please call us on 01925 599 400 or email info@angeladvance.co.uk.