Experiencing domestic abuse? Here's how your broadband and phone provider can help, and who to call
In danger now? Call 999.
If you call from a mobile and can't speak, listen, cough or tap if you can, and press 55 when the recorded message asks. Don't hang up. On a landline, stay on the line even if you can't speak.
For free, confidential support any time, call the National Domestic Abuse Helpline on 0808 2000 247, open 24 hours.
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Checked 10 November 2026
Help with your phone and broadband: start here
999
can't speak? press 55
On a mobile, cough or tap, then press 55 when asked.
Free helpline
0808 2000 247
Confidential, and run by Refuge.
New number
and a new address for letters
Some providers also change passwords.
Talk it through
with a specialist
Some changes can alert an abuser.
If you're experiencing domestic abuse, you can ask your broadband and phone provider to change your number, change the address your letters go to, and close a contract you were forced into, though Ofcom says providers "are not obliged" to cancel it. Some providers, such as Vodafone, also offer to remove a named contact and change your passwords. Plan any change with a specialist first, because some changes can alert an abuser, and in an emergency call 999.
Key facts, verified 10 November 2026
- The ONS estimates "Around 9.6% of people aged 16 years and over experienced domestic abuse in the last year (around 4.7 million people)" in England and Wales (ONS, 22 October 2026).
- Ofcom says: "We expect telecoms firms to treat a customer who is victim of harassment or abuse fairly and sympathetically" (Ofcom, 28 May 2025).
- If you were forced into a contract, you can ask your provider to close it, but Ofcom adds: "However, be aware that they are not obliged to do this" (Ofcom, 28 May 2025).
- Ofcom says "it is not possible to transfer a telecoms account taken out by someone else into your name without their permission" (Ofcom, 28 May 2025).
- Ofcom says "Calls to 0800 numbers are free and do not appear on itemised bills" (Ofcom, 28 May 2025).
- Vodafone's policy offers help by "removing a named contact, changing your contact details, changing passwords/ logins, or arranging a number change" (Vodafone, checked 10 November 2026).
- Refuge runs "The freephone, 24-hour National Domestic Abuse Helpline" on 0808 2000 247 (Refuge, checked 10 November 2026).
- On a silent 999 call, "A recorded message will instruct callers who can't talk to press 55 to be put through to police" (IOPC, checked 10 November 2026).
- Refuge warns: "The abuser may notice that they can no longer access the Wi-Fi network" (Refuge Tech Safety, 21 December 2022).
Who this is for: Anyone in the UK experiencing domestic abuse, including economic abuse and abuse through phones and technology, and friends, family or support workers helping someone. Domestic abuse can happen to anyone, of any gender, age or background. This is general information, not a safety plan: a specialist service can help you decide what's safest for you.
Who can I talk to right now?
Direct answer: In an emergency, call 999. For free, confidential support any time, call the National Domestic Abuse Helpline on 0808 2000 247, run by Refuge. Scotland, Wales and Northern Ireland have their own 24-hour helplines, and there are specialist lines too.
Free helplines you can call
Domestic and Sexual Abuse Helpline, Northern Ireland
24 hours, every day, for adults 18 and over
Galop, for LGBT+ people
Mon and Tue 9.15am to 8pm, Wed to Fri 9.15am to 4.30pm, closed 1pm to 2pm, and from 3.30pm on the first Thursday of the month
Karma Nirvana, for honour-based abuse
Monday to Friday, 9am to 5pm, closed on bank holidays
If you call 999 from a mobile and can't speak, the police watchdog says to listen to the questions and "Respond by coughing or tapping your device, if you can." Then press 55 when the recorded message asks. Full Fact explains that "people should not dial 55 then hang up", and that pressing 55 doesn't automatically share your location.
If you can, try to speak, even in a whisper, or answer the operator's questions by coughing or tapping, because the National Police Chiefs' Council told Full Fact that "Police will not always send officers to silent calls". On a landline the 55 system isn't used: stay on the line, and if "only background noise can be heard", the operator can pass the call to the police.
If you're deaf, hard of hearing or speech-impaired, you can text 999 through emergencySMS, but Relay UK says "You MUST REGISTER YOUR MOBILE NUMBER before you can use it", by texting the word register to 999. It's slower than a voice call, so use it only if you've no other option, and register when it's safe to, as the texts will show in your messages. You can also call through Relay UK on 18000.
If it's hard to make a call at home, many pharmacies and banks offer a Safe Space: ask at the counter, and staff will show you to a private room where you can call a friend, family or a support service. The free Bright Sky app from Hestia also has a directory of support services, in English, Welsh, Polish, Punjabi and Urdu. Only download it if it's safe to have it on your phone.
What can my broadband or phone provider do to help?
Direct answer: You can ask your provider to change your number, change the address your letters go to, and close a contract you were forced into or an account at a home you've left. Ofcom expects providers to treat you "fairly and sympathetically", but most of this is up to them.
What to ask for, and what's not guaranteed
You can ask your provider to
Your number
Change it, to help keep you safe.
Your address
Change where bills and letters go.
A family plan
Move your number to your own plan, though a credit check may be needed.
A home you've left
Close the account in your name, possibly without a penalty.
A forced contract
Close the account or cancel the contract.
What they don't have to do
A forced contract
Providers "are not obliged" to cancel it.
Someone else's account
Move it into your name without their permission.
Leaving early
Let you go without a fee, as you might need to pay a penalty.
Ofcom's guidance says "We expect telecoms firms to treat a customer who is victim of harassment or abuse fairly and sympathetically." It adds: "You can also ask your provider to change the address to which correspondence is sent or change a number to help keep you safe from an abuser."
If the broadband or landline is in your name and you've left because of violence, Ofcom says your provider "might be willing to close the account without penalty in these circumstances". If you were forced into a contract or debt, you can ask to close the account or cancel the contract, "However, be aware that they are not obliged to do this."
Can I take a shared account away from an abuser?
Direct answer: Usually not without their agreement. Ofcom says "it is not possible to transfer a telecoms account taken out by someone else into your name without their permission". But you may be able to move your own number to a plan in your name.
If your phone is on a family plan the abuser controls, Ofcom says "It might be possible to transfer your number to a pay-as-you-go contract, or to pay-monthly, although bear in mind that credit checks might be needed for this." Until you do, remember that "the account holder will also have access to information such as itemised bills that show the phone numbers of the people or organisations you have been calling."
There's no specific UK rule that makes providers split a shared account, so what you get depends on your provider's own policy. Ofcom's rules "require all UK communications providers to have clear, effective policies and procedures for identifying customers in vulnerable circumstances to make sure they treat those customers fairly and appropriately", so every provider should have one you can ask about.
More on this: leaving a shared broadband or mobile account safely.
How do I contact my provider safely?
Direct answer: Use a phone or device the abuser can't check, ideally after talking to a specialist. Ask for the team that helps customers in vulnerable circumstances, explain what you need, and agree how the provider will contact you.
Contacting your provider safely
Talk to a specialist first
A helpline can help you plan what's safe.
Use a safe phone or device
One the abuser can't check, or a Safe Space.
Ask for the extra help team
Every provider must have a vulnerable customer policy.
Say what you need
A new number, a new address, new passwords or time to pay.
Agree how they'll contact you
A safe number, email or address.
Note who you spoke to
The date and what was agreed, kept somewhere safe.
You shouldn't have to explain everything twice. O2 says "we'll always ask for your consent to add any adjustments to your account", and Vodafone says "You can add a flag in your online account through settings or alternatively if you would prefer to speak to someone to add a flag you can call 191". From any other phone, Vodafone's number is 0333 304 0191.
What do the big providers offer?
Direct answer: Vodafone publishes the most specific help we found, including removing a named contact and changing passwords or your number. O2 says it "may be able to help". For other providers, ask for the team that supports customers in vulnerable circumstances.
| Provider | What it says, and how to ask |
|---|---|
| Vodafone | Offers "Domestic and Economic Abuse Support": removing a named contact, and changing your contact details, passwords or number. Add a support flag online, or call 191 from a Vodafone mobile or 0333 304 0191 from any other phone. |
| O2 | Says it "may be able to help" if domestic abuse has affected your account or payments. Ask customer services, a store, or use its online support request form. |
| BT, EE and Plusnet | BT Group's vulnerability policy doesn't list domestic abuse support specifically. Tell it about your needs on 0330 1234 150 (BT and EE) or 0330 1239 123 (Plusnet). |
| Three | Its vulnerability page doesn't mention domestic abuse specifically, but offers a dedicated team you can register with. Call 333 from a Three phone, or 0333 338 1001 from any other phone. |
| Sky, Virgin Media, TalkTalk and others | We couldn't find domestic abuse wording in their published vulnerability policies. Ask for the team that supports customers in vulnerable circumstances. |
Calls to customer service numbers like these usually show on itemised bills and in your call history, so ring from a phone you trust. If your provider isn't listed, its own vulnerable customer policy should be on its website, often linked at the bottom of the help pages.
Will a call to a helpline show on the phone bill?
Direct answer: Calls to 0800 numbers don't appear on itemised bills, Ofcom says, and the Men's Advice Line says its calls won't either. Ofcom doesn't say the same for other 0808 numbers, so if someone can see your bill, use a phone they can't check.
Who can see a call to a helpline?
Calls to 0800 numbers
Free, and not on itemised bills, Ofcom says.
The Men's Advice Line
Says "Your call will not appear on itemised bills."
Other 0808 numbers, including 0808 2000 247
Ofcom doesn't say whether they show on bills, so use a safe phone if a bill could be checked.
Your phone's call history
Every call shows here until you delete it.
Some landline handsets
They keep a list of recent calls.
Other calls on a shared account
The account holder can see them on itemised bills.
Karma Nirvana, for example, says its helpline "is a freephone 0800 number, which does not appear on mobile phone bills". And Ofcom reminds you that "some landline handsets retain information about recent calls", so check the handset's manual for how to delete them.
How do I make my Wi-Fi and devices safer?
Direct answer: Talk to a specialist first, because some changes can alert an abuser. Then, if it's safe, you could check who's on your Wi-Fi, set up a guest network, log out of accounts on every device, and turn off location sharing.
Refuge's tech safety guide is clear about the risk: "The abuser may notice that they can no longer access the Wi-Fi network. This could cause some abusers to escalate their abuse." It also notes that "Control and coercion make some of these steps impossible or not safe."
Six safety checks, to plan with a specialist
See who's on your Wi-Fi
Your router lists connected devices. Refuge suggests a screenshot for evidence before removing any.
Use a guest network
For visitors, with a different password from your main Wi-Fi.
Log out everywhere
Messaging and social media accounts, on all your devices.
Turn off location sharing
Trackers, smartwatches, fitness apps and "find my" apps.
Browse privately
No history on the device, but it won't hide what you do from spying software.
Clear call logs
On your mobile, and on landline handsets that keep recent calls.
Ofcom also suggests you log out of, or turn off, "Bluetooth trackers (including tiles or AirTags), smart watches, fitness trackers, location-sharing services and 'find my' apps", and remember that apps such as Snapchat and Strava can share your location too.
Clearing your history can sometimes be noticed. If someone knows when you were online, Women's Aid suggests "it is worth leaving a public browser history of non-sensitive content available to them". Its guide to covering your tracks online, and Refuge's tech safety guides, take you through each step.
When it's safe to: how to change your router password.
What if I've been forced into a contract or debt?
Direct answer: Ask your provider to close the account or cancel the contract. Ofcom says providers are "not obliged" to, but it's always worth asking. For free, specialist money help, call the CEDEAS helpline on 0808 196 8845.
This has a name: coerced debt. Surviving Economic Abuse lists "putting bills in your name, including car finance agreements, mobile phone contracts or catalogue payments" among the ways it happens, and says its research found that in the last year, one in four victim-survivors had a current or ex-partner take out credit in their name without their consent or because they were scared to say no.
If you're struggling to pay, ask about time and payment plans. Vodafone, for example, offers a "promise to pay" option "where you can delay your airtime payment for up to 30 days", and says "we may be able to support by setting up a payment plan that works for you."
The CEDEAS helpline, run by Money Advice Plus with Surviving Economic Abuse, gives specialist advice to anyone experiencing domestic abuse who is in financial difficulty, on 0808 196 8845, Monday to Thursday 9am to 4pm and Friday 9am to 12pm.
How can I get online after leaving home?
Direct answer: A SIM-only plan with plenty of data, or a 4G or 5G router without a fixed contract, can get you online quickly. If you claim Universal Credit, a cheaper social tariff could help, and some charities can give out free SIMs.
| Option | What to know |
|---|---|
| A SIM-only plan with lots of data | Quick to set up, and in your own name. |
| Tethering | Share your phone's data with a laptop, but check your plan allows it. |
| A 4G or 5G router | Rent or buy one without a fixed broadband contract. |
| A social tariff | Cheaper broadband if you claim Universal Credit or some other benefits. You need to be the main person on the contract. |
| A free SIM through a charity | Vodafone gives charities free SIMs with 40GB of data a month for six months. Ask your support service. |
Ofcom says "4G and 5G routers are also available to rent or buy without a fixed broadband contract", which can suit temporary accommodation. And on social tariffs, Ofcom says "If you or someone in your household claims Universal Credit, you could switch to any of the tariffs available".
Check if you could get a social tariff
Answer a few quick questions to see whether you could get cheaper broadband through a social tariff.
Check social tariffs →More help: broadband in temporary accommodation and 4G home broadband with no fixed line.
How common is domestic abuse?
Direct answer: Very common. The ONS estimates around 9.6% of people aged 16 and over in England and Wales experienced domestic abuse in the year to March 2026, around 4.7 million people. You're not alone, and help is there.
Experienced domestic abuse in the last year, England and Wales
Behind those figures are people of every age and background, and many of them use the same phones and broadband as everyone else. The ONS found "Around 11.5% of females and 7.6% of males had experienced domestic abuse in the last year".
What should I do now?
Right now
If you're in danger, call 999. If you can't speak on a mobile, press 55 when asked.
Today
From a safe phone, call a helpline: 0808 2000 247 is free and open 24 hours.
This week
With a specialist, plan what to ask your provider: a new number, address or passwords.
When you're ready
Check your devices and Wi-Fi, and set up services in your own name.
Need broadband at a new address?
If you've moved, or you're setting up on your own, compare broadband at your postcode, including cheaper social tariffs.
- ✓Deals for your exact address
- ✓Social tariffs if you claim Universal Credit
- ✓Free and independent
In summary
- In danger, call 999. On a mobile, if you can't speak, press 55 when asked.
- The National Domestic Abuse Helpline is free and open 24 hours on 0808 2000 247.
- You can ask your provider for a new number, a new address for letters, and help with a forced contract.
- Providers don't have to agree to everything, and can't move someone else's account into your name without their permission.
- Plan Wi-Fi and device changes with a specialist, because some changes can alert an abuser.
Alex's closing thought
Nobody should feel trapped by a phone contract, or watched through their own Wi-Fi. Your broadband and phone provider can't fix everything, but it can often change your number, your address and your passwords, and the best teams will help without making you explain twice. Plan each step with a specialist and use a phone you trust. If you need to talk to someone now, the National Domestic Abuse Helpline is free, confidential and open 24 hours on 0808 2000 247.
Keep going: staying safe and connected
Accounts
Getting connected
Know someone who might need this?
Share it carefully, from a device that's safe for you and for them.
Cite this page
You're welcome to quote or link to this guide. Please credit BroadbandSwitch.uk and link to this page.
In a sentence: In the UK, people experiencing domestic abuse can ask their broadband and phone provider to change their number and correspondence address or to close a coerced contract, though Ofcom says providers are not obliged to cancel such contracts; the National Domestic Abuse Helpline, run by Refuge on 0808 2000 247, is free and open 24 hours.
Martin-Smith, A. J. (2026, November 10). Domestic abuse help from your broadband and phone provider. BroadbandSwitch.uk. https://broadbandswitch.uk/insights/broadband-phone-help-domestic-abuse/
Frequently asked questions
Can my phone provider help if I'm experiencing domestic abuse?
Often, yes. You can ask for a new number and a new address for letters, and some providers will change passwords too. Ofcom expects providers to treat you fairly and sympathetically.
Can I take my number off an abuser's family plan?
Possibly. Ofcom says it might be possible to move your number to pay-as-you-go or pay-monthly, though a credit check might be needed. The account holder may notice, so plan it with a specialist first.
Can I take over a broadband account in my partner's name?
Not without their permission. Ofcom says providers can only take instructions from the account holder, so set up a new account in your own name instead.
Can I cancel a contract I was forced to take out?
You can ask your provider to close the account or cancel the contract. Ofcom says providers are not obliged to, but it's always worth asking.
Will I pay a fee to end broadband at a home I've left?
Maybe not. Ofcom says providers might be willing to close an account in your name without penalty if you've left because of violence.
Do helpline calls show on phone bills?
Calls to 0800 numbers don't appear on itemised bills, Ofcom says, but it doesn't say the same about 0808 numbers such as the National Domestic Abuse Helpline. Every call also shows in your phone's call history, so use a phone the abuser can't check, or delete the call if it's safe to.
What if I can't speak when I call 999?
On a mobile, listen to the questions, cough or tap if you can, and press 55 when the recorded message asks. Don't hang up after pressing 55. On a landline, stay on the line.
Is there a free domestic abuse helpline?
Yes. The National Domestic Abuse Helpline, run by Refuge, is free and open 24 hours on 0808 2000 247. Scotland, Wales and Northern Ireland have their own 24-hour helplines.
Should I change my Wi-Fi password if I'm experiencing abuse?
Talk to a specialist first. Refuge warns that an abuser may notice they can no longer get on the Wi-Fi, and that this could cause some abusers to escalate their abuse.
Can I text 999 if I'm deaf or speech-impaired?
Yes, through emergencySMS, but you must register your mobile first by texting the word register to 999. It's slower than a call, so use it only if you've no other option. You can also call through Relay UK on 18000.
What is the Bright Sky app?
A free app from Hestia with information on domestic abuse, a directory of support services and a journal for recording evidence. It's available in English, Welsh, Polish, Punjabi and Urdu.
Can I get online cheaply after leaving home?
Yes. A SIM-only plan, tethering or a 4G or 5G router can get you online quickly, and social tariffs are cheaper broadband if you claim Universal Credit.
References
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- Full Fact. (2020, April 14). If you need the police but can't talk, dial 999 from a mobile, then 55 when prompted and don't hang up. Retrieved 10 November 2026, from https://fullfact.org/crime/dial-999-silent-call-hang-up/
- Galop. (n.d.). Helpline. Retrieved 10 November 2026, from https://www.galop.org.uk/helpline
- Hestia. (n.d.). Bright Sky. Retrieved 10 November 2026, from https://www.hestia.org/brightsky
- Independent Office for Police Conduct. (n.d.). Silent Solution. Retrieved 10 November 2026, from https://www.policeconduct.gov.uk/our-work/key-areas-of-work/silent-solution
- Karma Nirvana. (n.d.). FAQs for individuals. Retrieved 10 November 2026, from https://karmanirvana.org.uk/get-help/faqs/faqs-for-individuals/
- Men's Advice Line. (n.d.). Contact us. Retrieved 10 November 2026, from https://mensadviceline.org.uk/contact-us/
- Northern Ireland Domestic and Sexual Abuse Helpline. (n.d.). Home. Retrieved 10 November 2026, from https://dsahelpline.org/
- O2. (n.d.). Accessibility and vulnerable customers policy. Retrieved 10 November 2026, from https://www.o2.co.uk/access-for-all/accessibility-vulnerable-customers-policy
- Ofcom. (2025, May 28). Help for telecoms customers suffering abuse, harassment or violence. Retrieved 10 November 2026, from https://www.ofcom.org.uk/phones-and-broadband/vulnerable-customers/help-for-telecoms-customers-suffering-abuse-harassment-or-violence
- Ofcom. (2022, November 30). Vulnerable people. Retrieved 10 November 2026, from https://www.ofcom.org.uk/phones-and-broadband/vulnerable-customers/consumer-vulnerability
- Ofcom. (2024, March 6). Social tariffs: cheaper broadband and phone packages. Retrieved 10 November 2026, from https://www.ofcom.org.uk/phones-and-broadband/saving-money/social-tariffs
- Office for National Statistics. (2026, October 22). Crime in England and Wales: year ending June 2026. Retrieved 10 November 2026, from https://www.ons.gov.uk/peoplepopulationandcommunity/crimeandjustice/bulletins/crimeinenglandandwales/yearendingjune2026
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- Surviving Economic Abuse. (n.d.). Organisations that can help. Retrieved 10 November 2026, from https://survivingeconomicabuse.org/i-need-help/getting-support/organisations-that-can-help/
- Surviving Economic Abuse. (n.d.). What is coerced debt? Retrieved 10 November 2026, from https://survivingeconomicabuse.org/i-need-help/debt/what-is-coerced-debt/
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