Frequently asked questions

Questions and answers

• What is Phistos, and why am I being directed here?

  Phistos is the secure online portal operated by 1310 Limited — the company that provided your fibre broadband service — to help customers with an outstanding account balance understand their situation and reach a resolution.

  You may have been directed here by a letter, email or text message from 1310. It means there is an unpaid balance on your account that we would like to resolve with you. Phistos gives you a straightforward, self-service way to do that at a time that suits you.

  There is no pressure to take any action immediately. We encourage you to take your time, read through your options, and seek free independent advice if you would like it before making any decisions.

• Is 1310 a debt collection agency?

  No. 1310 Limited is a broadband internet service provider, not a debt collection agency. We are what is known as the original creditor — the company you originally had a contract with for your broadband service.

  Your outstanding balance is owed directly to us. We have not sold your account to any third-party debt purchaser or collection agency. Every communication from Phistos comes from 1310 Limited.

  This matters because it means we have full authority to discuss your account, agree a repayment plan, consider hardship or dispute claims, and reach a final resolution — without any third parties involved.

• What if I can't afford to pay in full?

  That's completely okay, and you should tell us. We take an affordability-first approach, which means we want to understand what you can realistically pay before we agree anything with you.

  Options we can consider include:

  • A structured payment plan spread over a period that suits your budget
  • A temporary pause in collection activity while you seek advice
  • A reduced settlement amount in some circumstances
  • A Breathing Space referral (see below)

  We strongly encourage you to speak to a free debt adviser before committing to any repayment arrangement. They can help you understand exactly what you can afford and may be able to negotiate on your behalf.

• What is a payment plan, and how does it work?

  A payment plan (also called an instalment arrangement) lets you pay your outstanding balance over a series of regular payments rather than all at once. For example, if you owe £240, you might pay £40 per month over six months.

  Through the Phistos portal you can:

  • Enter your income and essential outgoings to see what you can afford
  • Choose a payment amount and frequency that works for you
  • Set up automatic payments via direct debit or card
  • Adjust your plan later if your circumstances change

  Once a plan is in place and payments are being made as agreed, we will pause other collection activity on your account. If you miss a payment, we will contact you to understand why and agree a way forward.

• What is Breathing Space, and am I eligible?

  Breathing Space (officially the Debt Respite Scheme) is a UK government scheme that gives people in serious financial difficulty legal protections while they get debt advice and work on a plan. There are two types:

  • Standard Breathing Space — provides 60 days of protection from creditor contact and enforcement action, available to anyone in problem debt who registers through an approved debt adviser.
  • Mental Health Crisis Breathing Space — available to people receiving mental health crisis treatment; this lasts as long as the crisis treatment plus 30 days, with no upper limit.

  Breathing Space must be applied for through a registered debt adviser — you cannot apply directly to 1310. If you think you might qualify, please contact one of the free advice services listed on our contact page, such as StepChange or Citizens Advice. They will assess your eligibility and handle the registration on your behalf.

  Once we receive a valid Breathing Space notification, we will immediately pause all collection activity on your account for the duration of the protection period.

• What free debt advice is available?

  A number of organisations provide free, impartial debt advice in the UK. We recommend:

  • StepChange Debt Charity (stepchange.org) — free online debt advice and a debt management plan service, available 24/7 online and by phone Monday–Friday.
  • Citizens Advice (citizensadvice.org.uk) — free, independent advice on debt, benefits, housing and more, available in person, online and by phone.
  • MoneyHelper (moneyhelper.org.uk) — the Money and Pensions Service's guidance hub, with tools, calculators and links to regulated advice.
  • National Debtline (nationaldebtline.org) — free advice by phone and online webchat, specialising in debt problems.

  All of these services are completely free and entirely independent of 1310. Seeking their advice will never count against you or affect how we treat your account.

• How do I log in to my account?

  To access your account on the Phistos portal:

  • Visit portal.phistos.uk
  • Enter the access code from your letter or email — it will be a unique alphanumeric reference printed prominently in any correspondence we have sent you
  • Verify your identity by providing a couple of details we hold on your account (for example, your date of birth or postcode)
  • You will then be able to see your balance and explore your options

  If you cannot find your access code or are having trouble logging in, please contact us and we will help.

• What if I dispute the balance?

  If you believe the amount shown is incorrect, you have a right to challenge it. Please do not ignore the correspondence — disputes are best raised and resolved early.

  You can raise a dispute through the Phistos portal or by emailing us at [email protected]. Please tell us:

  • Your account reference number
  • What specifically you dispute and why
  • Any supporting information you have (for example, payment receipts)

  We will acknowledge your dispute within 5 working days and investigate fully before making any further requests for payment. During the investigation we will pause other collection activity related to the disputed amount.

  If you are not satisfied with our response, you can escalate through our complaints procedure.

• How long will this stay on my credit file?

  Adverse credit information — including missed payments and default notices — is typically held on your credit file for six years from the date the record was first registered, regardless of whether the debt is repaid during that time.

  Settling or paying off a balance will not immediately remove the record, but it will update your file to show the account as satisfied, which is viewed more favourably by lenders than an outstanding default.

  If you have questions about how your credit file has been affected, we recommend contacting the credit reference agencies directly (Experian, Equifax, or TransUnion). Free independent advice on credit files is also available from Citizens Advice and MoneyHelper.

  If you believe a default or adverse marker on your credit file is inaccurate, please raise a dispute with us through the portal or by emailing [email protected].

• Who do I contact if I need help?

  For anything related to your 1310 account, you can contact our team at [email protected]. We aim to respond within 5 working days.

  For free, independent debt advice, please contact one of the organisations listed on our contact page — StepChange, Citizens Advice, MoneyHelper and National Debtline are all free, confidential and independent of 1310.

  If you have a complaint about how we have handled your account, please see our complaints procedure.