topic Re: Services restricted after speaking to advisor on chat last week. in Account and services

Services restricted after speaking to advisor on chat last week.

Jordan31 — Thu, 20 Nov 2025 09:17:23 GMT

Hi, i got in contact last week regarding my bill. I spoke to an advisor on chat explaining ive recently started a new job and cant pay direct debit until the end of this month.

I got in touch to explain my financial situation and can pay my bill at the end of this month. My services have now been restricted and im in a position where i need my data to pay my bill. Ive been cut off and tried to talk to you about this so my services wouldnt be restricted.

Im desperate for date. I need to use my phone and now I cant. Im in a desperate situation please can you help me regarding my services.

Kind Regards

Jordan

Re: Services restricted after speaking to advisor on chat last week.

JonathanB — Thu, 20 Nov 2025 17:12:44 GMT

HI @Jordan31,

I'm sorry to hear that you're in a temporary financial difficulty whilst you've been moving jobs. I can appreciate that it's really important to stay connected, and it sounds like this is a short term situation, so hopefully we can help.

Please check in with our Customer Wellness Team here, if you use the call or chat options listed on that page, and explain the circumstances they'll do their best to find a solution. They're specialists in supporting any of our customers in a vulnerable situation, including temporary financial issues.

Thanks,
Jonathan.