topic Re: Device Payment in Contracts & Billing

Device Payment

Deb121 — Fri, 23 Jan 2026 14:03:15 GMT

I upgraded and the first time in all the EE customer years I’ve been with them I’ve never had to pay a separate monthly payment. So this year it did. That’s ok however. They are asking for random dates the payment. I’ve paid 3 in December which to me isn’t correct

anyone else had this situation

Re: Device Payment

Rach_H — Fri, 23 Jan 2026 18:02:12 GMT

Hi @Deb121,

Welcome to the Community!

We know how important it is for you to know what is happening with your bills, so I'm sorry to hear about this confusion. I'd recommend reaching out to our team, and they will be able to take a look into what is happening with your payments, and clarify this for you.

Rach

Re: Device Payment

bristolian — Fri, 23 Jan 2026 18:13:18 GMT

@Deb121 wrote:
I upgraded and the first time in all the EE customer years I’ve been with them I’ve never had to pay a separate monthly payment.

EE's traditional contracts had no concept of separating payments - you had one single rolling minimum-term contract with one single payment covering your airtime & device loan. There have been increasing customer complaints over recent years, of "I've paid my phone off but my plan is the same". It would be, the choice to change to a SIM-only at the end of the minimum-term has to be yours.

The response, cross-industry to an extent, is FlexPay which it sounds like you're now on. You have two separate contracts each with their own monthly payment. One fixed-term finance loan for your phone or device, which naturally ends once repaid. Another rolling minimum-term contract for your airtime which is equivalent to a SIM-only and continues until you change it, subject to what's otherwise sometimes called the "commitment period".

As to why you've had 3 payments in one month, CS have access to your account and should be your next port of call. There may be some gremlin with your billing dates and the first payment for the finance loan, but that's guesswork without seeing your account.

Re: Device Payment

Deb121 — Fri, 23 Jan 2026 18:32:40 GMT

Thank you yes that now makes more sense. I had an Apple Watch and paid way over the price as nobody told me I could switch to sim only after it was paid off

Thanks for your help
Sent from my iPhone

Re: Device Payment

Bilaal1974 — Sun, 01 Mar 2026 07:03:28 GMT

Good morning l paid my device payment on the 27th February just took a look at my account and it stated no payment made so l payed again l have checked my bank and payment was taken please advise

Re: Device Payment

Chris_B — Sun, 01 Mar 2026 07:39:28 GMT

@Bilaal1974 It takes up to 24h for your EE account to update.