PRACTICAL GUIDE / 02

Phone plans and device credit.

Separate the handset payment from the airtime promise.

THE ESSENTIALS

Start with the detail
you can verify.

Ask for the total payable across the device agreement and the airtime agreement. Confirm how an early upgrade or cancellation changes each balance.

Find the exact provider, plan name and the date you joined or upgraded.
Check your own postcode, device and terms in the provider’s current help or checkout.
Keep a written copy of any quoted charge or change before you agree.

Where we stop

We explain the questions. Your provider alone can access an account, issue a replacement SIM, settle a bill or change a contract.

Tell us the plan or problem you are reviewing. Guidance is free. Your own phone tariff may charge for the call.