A common pattern in UK households is thinking a mobile contract has been cancelled, then finding another bill, a final demand, or a debt collection text weeks later. It often starts with a quick phone call to the network, a web chat, or a request made in-store. The customer expects a clean end date, but the account keeps charging, the direct debit stays active, or the number is still “live” on the system.
Typical signs include: an email saying “we’ve received your request” but no confirmation of the end date; a PAC or STAC code issued but the line not moving; a “final bill” that looks like a normal monthly bill; or an early termination charge that wasn’t mentioned at the time. Some people only notice when a bank alert shows another payment taken.
What it usually looks like
Spot the common signs
Most cases show one or more of these:
- Charges continue after the date cancellation was requested.
- A direct debit is taken after a “final bill” was expected.
- The network says cancellation was never completed, despite a chat transcript or call notes.
- A PAC was requested but not used, and the contract kept running.
- Upgrades or add-ons remain active (insurance, roaming passes, premium services).
- Debt collection warnings arrive before the dispute is properly logged.
Recognise the usual triggers
These issues often follow a change: moving home, switching networks, ending a family plan, a handset return, or a price rise notification. Another frequent trigger is cancelling within the cooling-off period but keeping the SIM active, or returning a handset without completing the cancellation step for the airtime plan.
Likely causes to check first
Confirm the cancellation route
Networks treat different actions differently. Asking for a PAC (to keep the number) usually ends the service only when the number ports to the new provider. Asking for a STAC (to switch and get a new number) also needs to be used. If the code expires unused, the contract commonly continues.
Check the notice period
Many UK mobile contracts run on a 30-day notice period for SIM-only plans, even after the minimum term ends. Cancelling “today” often means billing continues to the end of the notice window, and the final bill can arrive after that. Problems start when the notice period was not clearly stated, or when the end date given verbally doesn’t match the system.
Separate handset and airtime
With split contracts (handset finance plus airtime), cancelling the airtime does not usually cancel the handset loan. The reverse is also true: returning a handset to a retailer does not automatically end the airtime agreement unless the cancellation is processed correctly.
Look for account mismatches
Households with multiple lines (partners, children, tablets, smartwatches) often have one line cancelled and another left running. Another common mismatch is cancelling the “number” but leaving an add-on plan active, or having two accounts after an upgrade (old account not closed).
Check for arrears flags
If a payment failed during the cancellation period, the account can be marked in arrears and pushed into automated collections, even if the cancellation request was valid. This is where evidence and a fast complaint matter, because automated systems do not pause themselves without an agent applying a hold.
Step-by-step fixes that work
Gather the basics
Collect: the mobile number, account number, the date cancellation was requested, and any PAC/STAC code details. Save screenshots of web chat, emails, and texts. Download recent bills showing the disputed period and any termination fees.
Check the contract status
Log in to the online account and look for the service status (active, pending disconnection, disconnected). If there is a “pending” status, note the date. If it still shows active, take a screenshot showing the date and time.
Verify the PAC/STAC outcome
If switching provider, confirm whether the number actually ported. If the number is still receiving calls/texts on the old SIM, the port likely did not complete. If the code expired, request a new code and use it promptly, or request a direct cancellation with a clear end date.
Ask for a clear end date
Contact the network and request written confirmation of: the cancellation date requested, the notice period applied, the disconnection date, and the final bill date. If an early termination charge is shown, ask for the calculation and the remaining minimum term dates.
Raise a formal complaint
If the account is still charging or collections messages have started, use the provider’s complaints process (not just customer service). Ask for the complaint reference number and request that collections activity is paused while the complaint is investigated.
Stop repeat payments carefully
If a direct debit is still being taken for a service believed to be cancelled, the bank can be asked to stop the direct debit. However, stopping payment alone does not close the account, and can trigger arrears letters. The usual best outcome comes from doing both: stop further payments if necessary, while keeping the dispute active in writing with the network.
Challenge incorrect charges
Where charges are wrong (for example, billing beyond the confirmed end date, duplicate line rental, or an unexplained termination fee), ask for a bill recalculation and a credit. If the provider claims no cancellation was made, provide the timestamped evidence and ask them to check call recordings or chat logs.
Confirm the final bill
Final bills often include pro-rated line rental, out-of-bundle usage, or charges in arrears. Ask the provider to explain each line item. If the final bill is zero or a refund is due, request the refund method and timeframe, and keep the confirmation.
What happens if it’s ignored
Expect automated chasing
Most networks move quickly from reminders to restrictions, then to debt collection workflows. Even small disputed balances can trigger late payment markers if the account is left unresolved. Once a default or missed payment marker is recorded, it can be harder to reverse without clear evidence of a billing error or mishandled cancellation.
Watch for credit file impact
Mobile accounts can be reported to credit reference agencies. A dispute does not always stop reporting unless the provider applies the right internal hold. That is why a complaint reference and written confirmation matter.
When to escalate and what helps
Escalate after deadlock
If the provider will not fix the issue, ask for a “deadlock” letter or wait until the complaint has been open long enough to take it to the relevant Alternative Dispute Resolution (ADR) scheme. Providers usually explain their ADR route in the complaints section of their website or in complaint emails.
Prepare a clean evidence pack
Useful evidence usually includes:
- Cancellation request proof (email, chat transcript, call date/time).
- PAC/STAC text and whether it was used.
- Screenshots of account status and any “pending disconnection” page.
- Bills showing the disputed charges and dates.
- Bank statement lines showing direct debits taken after the claimed end date.
- Copies of arrears or debt collection messages.
Use related dispute patterns
If the cancellation problem is tied to switching because the service was not meeting expectations, the same evidence approach helps. A record of what was promised versus what was delivered can support the complaint, similar to cases seen with Internet not as advertised disputes where the key is written proof and clear dates.
FAQ
Can a PAC cancel the contract?
Usually only when the number ports to the new provider. If the PAC expires unused, the contract commonly continues and billing carries on.
Why did a bill arrive after…
Final bills often arrive after the disconnection date and can include charges in arrears, pro-rated line rental, or out-of-bundle usage. It should still match the confirmed end date and notice period.
Is stopping the direct debit enough?
No. It can prevent further payments, but the account can still show as unpaid and move into collections unless the provider closes the service and corrects the bill.
What if the provider says no…
Provide the chat transcript, email, or call details and ask them to check recordings and internal notes. Request a complaint reference and a pause on collections while it is reviewed.
Can early termination fees be charged…
They are usually linked to ending within the minimum term. If the minimum term ended, challenge the fee and ask for the exact dates and calculation used.
What if the handset was returned?
Returning a handset does not always cancel the airtime plan. Ask the retailer or network to confirm whether the airtime agreement was cancelled and on what date.
Before you move on
Write down the cancellation date requested, the end date the provider is applying, and the exact amount being disputed, then send one message to the provider asking for written confirmation and a complaint reference. If you felt pushed to act quickly or told there was no time, that’s often a sign the process wasn’t handled properly.
Get help with the next step
If the network is still billing or collections have started, share the dates, bills, and any PAC/STAC details via https://ukfixguide.com/contact/ to get help shaping a clear complaint and evidence pack.
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