topic Re: Failure to pay your EE account - text message in Contracts & Billing

Failure to pay your EE account - text message

ADA24 — Thu, 28 Aug 2025 09:25:05 GMT

Hi Team,

I received a text message stating, "Failure to pay your EE account may incur a cancellation fee. Pay now to avoid device disconnection. Ref: EE1PP….."

We previously had BT Home Broadband, and they switched us to EE Home Broadband with the same T&C and moden. The BT team had informed us that no action was needed from our end as we had a direct debit set up.

We started with EE by paying the May First Bill. Since then, I’ve been regularly checking all direct debit payments, and they have been made on time. I do not see any outstanding balance on our account, and the EE portal shows that everything is up to date.

Could you please verify why I received this text messages, confirm that no payment is pending, and ensure that my internet service will not be disconnected? This is important, as I work from home...

Thank you for your assistance.

Re: Failure to pay your EE account - text message

Ali_A — Thu, 28 Aug 2025 09:28:25 GMT

Hi @ADA24

Welcome to EE.

We have no account access here on the Community Forums.
Please call EE Customer Service, where the team are able to check your bills and payments, as well as your Direct Debits are set in place correctly.

Ali

Re: Failure to pay your EE account - text message

XRaySpeX — Thu, 28 Aug 2025 11:21:40 GMT

@ADA24 : Does it have a link in it that it tells you to click? Don't go there but what was the link?