topic Re: New contract then cut off in Contracts & Billing

New contract then cut off

Wrbbo — Thu, 11 Dec 2025 19:04:29 GMT

I can't even contact you to sort after you've admitted your payments section isn't working!!! I've called in borrowed a phone and got no where, not been escalated, just not bothered my 16yr old daughter has been left vulnerable!!! I can't wait to leave you I wish I could call or text you to tell you!!!

Re: New contract then cut off

XRaySpeX — Thu, 11 Dec 2025 19:06:54 GMT

Try using Fast Payment online to pay by UK bank card. You don't need to login or register anything. All you need is your mobile no. & it doesn't remember your card details.

Re: New contract then cut off

Wrbbo — Thu, 11 Dec 2025 19:07:44 GMT

I have

Re: New contract then cut off

bristolian — Thu, 11 Dec 2025 19:30:23 GMT

Something about this story doesn't add up, or there's more to it than is being explained here.

It would be unusual for any pay-monthly contract phone to be suspended without there being multiple missed payments. There's usually text message warnings & outbound call restrictions applied long before disconnection.

This all begs the question of how exactly you have come to this point, and when your last regular payment was. Can you elaborate on your call to CS, how were things left?

You mention about "wish I could call" but also "I've called in" - which appears to be contradictory.

Re: New contract then cut off

Chris_B — Thu, 11 Dec 2025 20:26:07 GMT

@bristolian from taking the header into account it looks like the first payment hasn’t been paid. Not forgetting that the first bill is produced within 1-2 days of getting the device and then payment is required within next 7 days, So for being the first bill I’m not surprised it’s been cut off, More surprisingly is the mention of payment sections isn’t working and yet there are multiple ways to pay a bill on time before it’s disconnected. ( plus that’s the first I think I’ve seen that on hear )
Still trying to work how “16yr old daughter has been left vulnerable” is EEs fault. EE don’t sell contracts to under 18 and it’s the account holder that’s responsible for paying the bill on time.

Different ways to pay right HERE

Re: New contract then cut off

Wrbbo — Thu, 11 Dec 2025 20:30:44 GMT

I've 2 Sims ... payments not being recorded on system ...I can text her and
her mum (not on my plan) but can't text 150 or make calls...a guy activated
it (restarted phones) was fine then next day these problems... Yesterday
was advised I need to wait for 2 new SIM cards...that were already a day
late.

Re: New contract then cut off

Chris_S — Fri, 12 Dec 2025 10:52:01 GMT

Hi @Wrbbo

Replacement SIM cards are sent second class via Royal Mail.

If you'd prefer to get a SIM quicker, you can pop into one of our EE stores, where they can supply you with a replacement SIM there and then.

Chris S