What to do if…
your mobile phone service is about to be suspended and you need it for banking codes

What to do now

1. Use your banking access now, while texts still work, and set up another route in.
   Open your bank’s official app or website and look for settings such as “security”, “two-step verification”, “verification methods”, “trusted devices” or “contact details”. Ask for or set up any available option that does not depend only on SMS, such as app approval, a card reader, a trusted device, telephone banking, branch support, or another verification method your bank offers.

2. Call your bank using a trusted number and say the problem plainly.
   Use the number on the back of your card, your statement, or inside the bank’s official app or website. Say: “My mobile service may be suspended and I may stop receiving SMS codes. I need a workable alternative verification method so I can access my account.” Ask what you can do today and what ID you would need if a branch visit is required.

3. Contact your mobile provider and ask for the smallest action that keeps the number working.
   Use the provider’s official app, website, or the number on your bill. Ask:

   • “Exactly when will the bar or suspension happen?”
   • “Will I still be able to receive texts?”
   • “Will I still be able to call customer support or emergency services?”
   • “What payment arrangement, extension, cheaper plan, or temporary restriction would keep this number active today?”

4. If money is the reason, say that directly and ask for support.
   Tell the provider if you are struggling to pay or if the phone is important for banking, benefits, work, health, caring responsibilities or safety. Ask whether they can give you more time to pay, reduce the bill, move you to a cheaper contract, or help you stay connected while you make a payment plan.

5. If you may need to switch providers, request your PAC now while the SIM still works.
   Text PAC to 65075 from the SIM tied to the number you need to keep, or request it through your online account or by phone. Save the reply somewhere you can access without that SIM. A PAC is valid for 30 days.

6. Prepare one same-day backup contact route.
   Choose one realistic option you can use if the suspension happens anyway:

   • a trusted person’s phone you can use briefly to call your bank or provider;
   • a bank branch, if your bank says branch ID checks can restore access;
   • a temporary pay-as-you-go SIM or eSIM for calls and data, while keeping in mind that it will not receive texts sent to your old number;
   • a written list of trusted numbers from your card, statement, provider bill, or official websites.

7. Ask about a social tariff or essential package if you might qualify.
   Some providers offer cheaper broadband or phone packages for people on certain benefits, such as Universal Credit, Pension Credit and some other benefits. Ask: “Do you offer a social tariff, essential package, or basic package I can move to?”

8. If the provider will not resolve the immediate risk, start a formal complaint and keep a record.
   Write down the date, time, what you asked for, what they said, and any reference number. If the telecoms complaint remains unresolved, you can usually go to the provider’s approved Alternative Dispute Resolution scheme after at least six weeks from your initial complaint, or sooner if you receive a deadlock letter.

9. If the bank cannot provide a workable access route, make that a bank complaint too.
   Ask the bank to record that you cannot reliably receive SMS codes because your mobile service may be suspended. If the bank gives a final response you disagree with, or does not respond within eight weeks, you can usually ask the Financial Ombudsman Service to look at the complaint.