topic Account restriction in Contracts & Billing

Account restriction

Paranoidmd — Mon, 13 Apr 2026 19:50:05 GMT

I have been with EE now for year bills paid on time through direct debit but after a year i still can't add on ear buds to my bill,now I can understand if I am behind on my payments evey month that my account is restricted to one bill but sadly that's not the case

Very disappointed with ee and their customers service

I would not recommend ee to any of my friends or family members I can't wait for my contract to finish

Re: Account restriction

Ali_A — Tue, 14 Apr 2026 14:43:55 GMT

Hi @Paranoidmd

It's great to hear you're looking to take an accessory as an Add to Plan.
Usually there are a few checks in place.

In short, you can usually add to plan if:

You’re on an EE pay monthly plan.
Your account is in good standing with no missed payments.
You pass an additional credit check at the time of adding the item.
You’re 18 or over, as Add to Plan is a credit agreement.
The accessory you’re choosing is eligible for Add to Plan (not all items are).

If everything lines up, the cost of the accessory is simply added to your monthly bill over the agreed term.

Availability can vary by account and product, so if Add to Plan isn't an available option, it’s usually down to the additional credit check or the specific item rather than a fault, even if your bills to EE have been paid on time.
It may be worth checking your credit file, as this will be with other networks too.

You can read the full, up‑to‑date terms here:
Add to Plan | EE | Terms

You can find out more, as well as place an order at Accessory Offers | EE | Shop

Re: Account restriction

Paranoidmd — Tue, 14 Apr 2026 20:31:07 GMT

Credit file?

Ok,let's start over shall we,if my credit is so bad then I shouldn't have monthly contract, now if you take 10 minutes out of your so busy schedule and read what's on my account say 9 months you ll see that I was getting overcharged on my monthly bill took me weeks fighting tooth n nail to sort that out and in the process I had to cancel the direct debit, notes were left by '' your colleague '' explaining it was wrong how I was overcharged, then I was told by EE advisor setup your direct debit pay on time through it and you can add on accessories to your bill because EE has it's own credit check i.e bill paid on time through direct debit that was 9 months ago and yet here we are still with a restriction on my contract it's just Silly just don't make no sense

I can upgrade which is fine by EE to a monthly of £90 plus but God forbid If i add few extra pound to my existing bill I will struggle,go figure

Truth is when you are selling a product to us you promise the world once we sign on the dotted line then all the excuses start

Loss of trust and credibility

Like I said counting on days to be rid off this contract

Re: Account restriction

Peter_W — Wed, 15 Apr 2026 08:18:16 GMT

Thank you for explaining these extra details for us, @Paranoidmd

For add to plan, normally this would be determined by your internal credit class with us.

This isn't fixed and can vary depending on first of all your initial credit check, but also how you manage your account and bills in the time you're with us.

We don't have access to accounts via these forums to review the specific details of your earlier billing issues, but if these have been resolved and any debt accrued wasn't your fault, I 100% appreciate you shouldn't be penalised for this.

We have a dedicated team for any queries linked to your credit file, and in some cases they can help correct this for you. You can find more details here:

Credit Files Explained | Billing and Payments Help | EE

Peter

Re: Account restriction

Paranoidmd — Wed, 15 Apr 2026 14:51:44 GMT

Thank you Peter, as for my account is being managed perfectly fine and it has been for the last 9 months, it can be easily verified from your end. The reason I have come to the EE community forum is because the endless calls and constant run around that I have been put through by your EE call agents, constantly falls on deaf ears, I am never able to get anywhere with these calls. I appreciate the acknowledgement, however this doesnt change my dilemma. I would greatly appreciate someone to look into this and please fix my restriction. Who could I even contact to fix this at this point.

Re: Account restriction

Peter_W — Wed, 15 Apr 2026 15:10:46 GMT

@Paranoidmd Nobody on these forums is able to access your account to look into this directly.

The details I shared above feature the contact details for our specialist credit file team, but you would also need to include details of your account and what happened for them to review this.

If you'd prefer not to go down that route, there's also the option to raise a complaint directly with our dedicated complaints team via the online form here.

They're our highest point of escalation, and will make sure to review all the details of your case and work with you towards a resolution from there.

You can find more details within our complaints code of practice, too.

Peter

Re: Account restriction

Paranoidmd — Wed, 15 Apr 2026 22:17:51 GMT

Thanks Peter, you have been a great help!