topic New mobile contract in Contracts & Billing

New mobile contract

Denzil54 — Tue, 10 Feb 2026 13:42:41 GMT

Can anyone explain ee's need to take a £50 deposit on sim only plan?

Im currently feeling like im being ripped off. Signed up for a new sim contract on the 4th Feb and supplied them with my PAC code so that rhey could transfer my number over. Had a text back saying it would be done by 6pm on the 6th Feb, and they still hadnt done it this morning 10th Feb.

After much chatting with bots and customer service people that didnt have the authority to change it, I ended up doing myself.

Once I finally had my number transfered I could then log in to my account, only to find I had a bill generated on the 7th and payable on the 15th fot £65 , £50 of which is a previously unmentioned and frankly unnessercary deposit. Surely theres no need for a deposit when im already being billed in advance of usage.

Re: New mobile contract

XRaySpeX — Tue, 10 Feb 2026 13:45:04 GMT

It'll be a refundable security deposit, possibly against roaming.

Re: New mobile contract

Chris_B — Tue, 10 Feb 2026 13:49:33 GMT

@Denzil54 you can’t actually ask for that deposit back if you call customer support. Or it’ll be refunded in 3 months time.

Re: New mobile contract

Lesley_W — Tue, 10 Feb 2026 16:26:39 GMT

Hi @Denzil54

Welcome to our community.

I'm sorry that your first bill has come as a shock to you. While we don't have account access here on the forum, as @XRaySpeX has advised, this could be for roaming services.

If you don't need these services, or you want to check to make sure what the charge is for, you can give our team a call and they will be able to check this for you.

Lesley