Phones and Broadband Frequently Asked Questions

ETF – Should you wish to Voluntarily Disconnect their account prior to their contract end date or for cancelation due to non-payment, then an ETF will be applied for any line rental charges for the remainder of the agreement 

Failed Payment – £5.00 

Late Payment Fee – £7.50 (only charged once) 

Reoffender Fee (for entering the collections process more than once) – £5.00 

Paper Bill Fee – £2.50 (Customers are always defaulted to online billing which doesn’t carry a fee. If a copy bill is requested from your provider the £2.50 print fee applies) 

Handset Unlocking – £8.95

Airtime

Is the services you need for your phone, such as minutes, texts and data.

ETF (Early termination fee)

This accrues when you break your service contract to switch to another network before the end of your contract. 

Account types available with your provider and the application process that you would have followed can include:

• SIM + Handset - 18/24/24+ month contract term
• SIM Only - 30 days/18/24/24+ month contract term
• Internet Dongle - Contract + SIM - 18-24-month contract term.

You may have transferred over, for example, to EE from Orange or T-Mobile at point of contract renewal, and now Lowell has bought your debt.

Terms and conditions will have been provided to you at point of application and when every device is issued. 

Cancellation Inside the Cooling-Off Period

If services have already begun, you are required to pay for the full cost of the service(s) you have used.

Any discounts and offers are not taken in to account.

Potential charges include:

• Charges for the service
• Anything the customer has used which isn't covered by the charges
• 3rd party services – online games etc

Cancellation Outside the Cooling-Off Period

You are required to give 30 days’ notice in order to cancel your contract.

If you were still within your contract when you cancelled, an ETF (Early termination fee) charge will apply. This is calculated as the total of months remaining by month plan; cost is less than 4%.

If you purchased or ordered a device via telesales or your provider's website and wish to return the device, you will need to request a returns bag.

The device and all accessories must be returned. These are tracked so that the device is logged coming back into your provider's stock and will update on the customer account properly.

If you send the device(s) via standard post or other methods, your provider will not have accepted any responsibility if the item(s) went missing and may not register on the account properly. 

Work out how much you can afford to pay

Before you make any payments, it’s a good idea to understand what money’s coming in and going out. Our free budget calculator will help you set up a payment plan that’s affordable and suits your personal circumstances.

Try our Budget Calculator to find out how much you can pay.

Sign up for your Lowell account

We’ve made it as easy as we can for you to manage your debt from start to finish. You don’t even need to call us: you can do the whole thing online or on the Lowell app. To sign up for your Lowell account you’ll need the Lowell reference number from the letter we sent you.

Create an account.

Set up your own interest-free personal payment plan

Set up a payment plan that works for you. You decide how much you want to pay, how often you want to pay it, and how you want to do it.

Register today.

We understand that everyone’s situation is different. That’s why we make it simple to set up an interest-free payment plan that fits with what you can afford. You don’t even need to talk to us – you can set up your own payment plan online.

Let’s look at your options.

How can I start paying my debt?

We’ll make it as easy as we can for you to pay your debt, with a payment plan that’s perfect for you. You don’t even need to call us: you can do the whole thing online or on the Lowell app.

What should I do if I can’t afford to pay my debt?

First, please try not to worry. We know that being in debt can be tough and that not everyone is able to start making payments straightaway. We can help you. But we can only do that if you get in touch with us.

We’ll listen to you and take the time to understand your situation

We don’t offer judgement, only support and solutions. Please don’t worry alone – contact us do we can help and support you.

We’ll give you space

If you’re going through a tricky time, we'll give you the time and space you need. Then, when you're ready, we'll be in touch to talk about the best way forward for you.

Free help and support

There are lots of charities and organisations who can help you. Whether you need help with your finances or your health, there's someone to support you.

Find all the help and support you need, here.

We’ll give you time

If you want to get independent advice, we'll give you time to speak to someone. We can also work with some organisations if you decide you want them to manage your debt on your behalf.

The impact on your credit file

If we don’t hear anything from you, your account could default if it hasn’t already. We’ll let you know if this looks likely. If it happens, it could have a negative effect on your credit file. Please get in touch with us so we can help you find the best solution for your situation.

Read our Credit file FAQs, here.

What happens if I decide not to pay my debt?

We understand that being in debt can feel overwhelming. But ignoring the reality of your debt can make things more difficult. It’s much better to get in touch and talk to us about it so we can help you find a way forward.

We’ll try to get in touch

If you don’t get in contact with us, set up a payment plan, or make any payments, we’ll try to contact you by phone, letter, and email. Please don’t ignore us – we really do want to help you.

If you don’t contact us, it could affect your credit file

If we don’t hear anything from you, your account could default if it hasn’t already. We’ll let you know if this looks likely. If your account does default, it will be visible on your credit file for six years.

Read about what happens to your credit file when your account defaults, here.

Impact on your credit score

Missed payments and default markers show on your credit file, which can affect your credit score and make it difficult to get credit.

Potential legal action

If we’ve tried to get in touch with you but not received a response, we may take legal action.

This can mean that we add fees, charges, and interest to what you owe.

It may also involve a County Court Judgement (CCJ), which can affect your credit score and could lead to a bailiff visiting you at your home.

Read our Legal Action FAQs, here.

Help and support

Please don’t ignore your debt. If you need more help and advice, there are lots of charities and organisations offering free support that you may find helpful.

You can find all the help and support you will ever need, right here.