topic Mobile phone in Contracts & Billing

Mobile phone

Dondontrip1 — Wed, 12 Jun 2024 10:21:36 GMT

How when I upgraded my phone before I was meant to now am paying 2 bills for one Sim I pay a bill then I pay a flex pay for £10.99 I though I would just pay the rest of money up but it takes my phone bill then it takes the extra money from flex pay I don't know what to do with that as suffer mental health issues thanks

Re: Mobile phone

Leanne_T — Wed, 12 Jun 2024 10:59:20 GMT

Hi there @Dondontrip1

Thanks for coming to the community.

You would have two separate bills and payments, one for the mobile plan and one for the device agreement. We are unable to add these to the same bill.

If you would like to look into changing direct debit dates so both come out around the same time if possible, please call us on 150 and the team will check this for you.

Leanne.

Re: Mobile phone

bristolian — Wed, 12 Jun 2024 11:08:52 GMT

A FlexPay plan is contractually structured as two separate agreements - one for your airtime & usage, the other for your phone.

It is no different to having your home utility bills come from separate suppliers - one for your water, the other for electric, for example.