topic Hello in Contracts & Billing

Hello

DanielaT80 — Fri, 07 Nov 2025 06:33:46 GMT

Hi, I already have the EE app, but I need to speak with someone. My device payment was taken separately from my main bill this month, which hasn’t happened before. Can you please check my account or connect me to an advisor?

Re: Hello

XRaySpeX — Fri, 07 Nov 2025 06:42:34 GMT

@DanielaT80 : This user discussion forum can have no access to your specific account. You need to raise this with CS.

You must have the device on FlexPay to have separate bills. See Flex Pay Explained

Re: Hello

Rach_H — Fri, 07 Nov 2025 13:32:38 GMT

Hi @DanielaT80,

Welcome to the Community!

I'm sorry to hear about the confusion with your bills here. As @XRaySpeX has advised, with Flex Pay plans your device payment and your airtime payment are seperate. Have you upgraded recently?

If you are wanting to make a change to either of your payment dates then give our team a call, and they'll be happy to help.

Rach