How to get help paying bills if you’re struggling during the coronavirus outbreak
BRITS who end up in financial trouble due to the coronavirus outbreak may be able to get help from their providers.
Workers have been advised to self-isolate if they’ve come into contact with someone infected with coronavirus, fallen ill with symptoms of it, or travelled to an affected area.
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If you’re not able to work and you’re not eligible to receive sick pay either, this means you’ll likely lose pay.
So what help can you get from suppliers? We’ve asked the major mobile and broadband providers for their policies and checked with regulators what help you should get.
Apart from the monthly bills, it’s also worth having a look at your subscriptions and cancel the ones you no longer need or use.
As the situation develops, we may also see government action similar to how it changed the statutory sick pay policy following the coronavirus outbreak.
MOBILE PROVIDERS
EE
EE said it has zero rated the NHS website, so customers can access the information without using any data.
If you’re having financial difficulties, you should contact the provider as it may be able to reduce your bills or put a manageable payment plan in place.
What you’ll be offered depends on your individual circumstances though, so you’re not guaranteed any specific help.
O2
The provider said all O2 Pay Monthly and Pay As You Go customers can access NHS websites without using any of their data allowance.
Calls to NHS 111 are also already free for all O2 customers.
Three
Similar to EE and O2, Three Mobile has also zero rated data and calls to NHS Services.
It couldn’t confirm any support they’ll offer as the policies are still under review, so it’s worth contacting Three to ask.
Vodafone
Vodafone said it’ll closely monitor customers’ data limits and will contact users when they near their limits.
It wouldn’t confirm what support it may offer, but said it’ll be “sensitive” to customers who’ve been affected by the coronavirus on a case-by-case basis.
How to cut your mobile bill
FIRSTLY, decide if you’re happy with your current deal and whether you want a new deal or handset - or both.
If you’re outside the minimum term of your contract then you can leave penalty free – and you might be able to find a cheaper deal elsewhere.
Pay-as-you-go deals are better for people who don’t regularly use their phone, while monthly contracts usually work out cheaper for those who do.
The best way to find a new deal is by checking comparison websites, such as MoneySupermarket and uSwitch.com, which compare tariffs and handset prices.
It’s also worth trying Billmonitor, it matches buyers to the best pay-monthly deal based on their previous three months of bills.
It only works if you’re a customer of EE, O2, Three, Vodafone or Tesco Mobile and you’ll need to log in with your online account details.
MobilePhoneChecker has a bill monitoring feature that recommends a tariff based on your monthly usage.
If you’re happy with your provider then it might be worth using your research to haggle a better deal.
BROADBAND
BT
Similar to sister brand EE, BT said it has zero rated the NHS website, so customers can access the information without using any data.
If you’re having financial problems, you should contact the provider as it may be able to reduce your bills or put a payment plan in place.
Again, what you’ll be offered depends on your individual circumstances so don’t expect any specific help.
Sky
Sky couldn’t confirm the support it offers to coronavirus-hit customers but said it’s following the situation as it develops.
If you experience financial difficulties, it’s worth contacting the provider and explain your situation.
TalkTalk
TalkTalk said all of its internet packages provide unlimited data, so customers can access as much as they need.
If you struggle to pay your bill, the firm advises you to speak to your billing team who can assess how they may be able to support.
Virgin Media
Virgin Media is giving its 2.7million pay monthly customers unlimited minutes to landlines and other mobile numbers, plus a free 10GB data boost for a month from March 23.
If you’re eligible, you don’t need to do anything as you’ll be given the boost automatically.
Virgin Media said it’s also looking at ways to support customers who are struggling financially due to the coronavirus.
How to haggle with your current provider
HERE'S how to save hundreds of pounds a year on your internet and phone bill without switching:
- If you’re out of contract or nearing the end, call your provider and say you’re going to leave unless they can better the deal you’re on.
- Check out price comparison sites, such as Compare The Market and USwitch, so you know the best deals available on the market – use this data when negotiating with your current provider.
- Don’t forget to not just haggle on cost – you can get them up on speeds, improved router and other freebies.
- If you don’t like what’s offered, you can walk away and find a better deal elsewhere.
WATER BILLS
Water is provided by regional monopoly suppliers, so you won’t actually be able to switch should you want to.
But regulator Ofwat told The Sun support available at all firms include payment holidays and payment matching.
The latter means that if you’ve built up a lot of debt, for every £1 you repay, for example, your supplier will pay £1 too.
Ofwat said it expects suppliers to continue to help customers pay their bills through WaterSure, social tariffs and other affordability schemes.
Suppliers are also required to make customers aware of these schemes, especially if someone’s struggling to cover the bills.
What you can do now to save money on your water bills
HERE are a few ways that you can cut your bills and keep costs down.
- If you’re struggling to pay your bill, discuss it with your water company. Some offer freebies to help you reduce the amount of water you use, such as save-a-flush devices and special showerheads
- Check what water and sewerage services you receive and claim a rebate for any you’re not getting
- Check that you are paying the correct tariff
- If you aren’t already on a meter, check if you can reduce your bill by having one installed free of charge. CCWater has an which can help you see if you’ll be better off
- If you have more people in your house than rooms, you’ll probably save money by having a meter
- Read your meter regularly – it can help save you money
- Look for ways to reduce your water usage if you’re on a meter eg turning off the taps when you’re brushing your teeth
Andy White, senior policy manager at the Consumer Council for Water (CCW), said: “Water companies should be exhausting the wide range of options they have at their disposal to help consumers whose finances and daily lives will be impacted by the virus.”
This could include payment breaks for those whose incomes have been temporarily impacted and flexibility over payment timings and methods for people who normally pay their bill in person but are having to self-isolate.
He added: “We’d urge anyone who is worried about paying their bill or accessing services to immediately get in contact with their supplier and ask for help, rather than suffering in silence.”
Given the need for people to wash their hands frequently, water companies have to respond rapidly if there is any interruption to customers’ water supply.
If a supplier isn’t able to get supply back up quickly, it should deliver bottled water to your doorstep, he added.
ENERGY BILLS
British Gas
The big six energy supplier said it may push back bill dates for customers who’ve been affected by the coronavirus, or remove debt charges for late payments.
Each case will be reviewed on an individual basis, although the support particularly applies to vulnerable customers.
If you’re on a prepayment meter, British Gas advises you to top up on the phone using its automated service or online.
Customers with a traditional prepayment meter can access emergency credit on their meter, which may last during the isolation period.
If you run out of emergency credit before your isolation period ends, make sure you contact British Gas to discuss your options.
EDF Energy
EDF Energy said it would consider delayed payments from anyone who is affected by the coronavirus outbreak.
Other support it may offer includes repayments made over a longer period of time and alternative payment arrangements.
A spokesperson told The Sun that it wouldn’t rule out giving the delay to both people who had self-isolated, fearing they might have contracted the virus or those people who were simply working from home.
If you’re on a prepayment meter and in self isolation, it’s worth asking a friend or family members if they can top up your meter.
If this isn’t possible, EDF Energy said it’s able to preload keys and cards with credit to then send through the post.
E.ON
E.ON also said it’ll handle queries from customers on a case-by-case basis, and is encouraging customers to register to manage their accounts online wherever possible.
It added that it won’t cut off your supply during the period for non-payment of bills.
Instead, it’ll offer support which could include 30 days’ extra breathing space for making payments.
NPower
NPower said it’s encouraging customers to register to manage their accounts online wherever possible.
If you need to self isolate and this affects your income and ability to pay for your energy, you should also contact the supplier for support.
NPower said it may offer payment arrangements, spreading your bills by direct debit over the year or the possibility of allowing 30 days’ extra breathing space for making payments.
Where you may be struggling – for example if you’re off work or on shorter hours because of coronavirus – it’ll also review how much you’re able to pay, taking your individual circumstances into account.
If you’re in self isolation and can’t top up your prepayment meter, you should contact the supplier as soon as possible.
Scottish Power
The provider hasn’t yet got back to us with its policies, so we’ll update this article once we hear back.
SSE
If you’re struggling to pay your energy bill, SSE is urging customers to get in touch, although it hasn’t specified what support it may offer.
The energy supplier can be reached on 0345 070 7373 Monday to Friday, 8am – 6pm, as well as on Saturdays between 9am-2pm.
Ovo Energy
Ovo Energy is also urging customers who are struggling financially to get in touch – although it hasn’t specified what support it may offer.
The energy supplier can be reached on 0330 303 5063 Monday to Friday, 8am – 6pm.
Bulb
Bulb said it has systems in place for vulnerable customers, which include alternative payment methods and longer repayment periods if they need additional support.
It’s also contacted users with prepayment meters to give them advance help in case they need to self isolate, it added.
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What if I’m with another supplier?
No matter which supplier you’re with, it’s worth getting in touch if you end up in financial difficulties.
Your supplier has to help you come to a solution, so don’t bury your head in the sand.
If you don’t try to negotiate with your supplier, they might threaten to disconnect your supply.
TV LICENSING
If you struggle to pay for your TV Licence, you may want to consider splitting up the bill and pay it weekly, fortnightly, or monthly.
You can find more information about different ways to pay on the .
If you’re still struggling to pay, then contact TV Licensing for help.
Alternatively, you may want to check out how to watch TV legally without paying for a licence.
Yesterday, the BBC also announced it’s putting the scrapping of free TV Licences for the over 75s on hold due to the coroanvirus.
COUNCIL TAX
The Sun has asked the Ministry of Housing, Communities and Local Government whether it expects councils to cut council tax bills if customers are struggling financially due to the coronavirus.
We haven’t heard back yet, so it’s worth getting in touch with your local council if you need help.
If it won’t cut your bill, make sure you’re at least on the right council tax band.
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