topic Re: Update and payment and activation in Contracts & Billing

Update and payment and activation

Milecki — Sat, 01 Aug 2026 04:02:34 GMT

Yesterday I received a new phone (Fold8) with a new SIM card, which I immediately inserted. I registered it to my account and waited, waited, waited. I reset the phone every now and then, but nothing. Only my old S23 Ultra still works. I don't know what else to do to get it working. Secondly, this morning I logged into my account to check if there was anything wrong. What I saw: I need to pay my bill. I've been an EE customer for eight years. They're taking the money via direct debit. What's going on? It should have been taken this morning, but automatically. I paid by card because I want peace of mind. I hope I won't be charged twice. The activation is more important. Do you have any ideas?

Re: Update and payment and activation

Linzi_H — Sat, 01 Aug 2026 08:13:40 GMT

Hi @Milecki

The best thing to do is call our team directly, and they can double check exactly what's going on with your new device and SIM card. If you have a Direct Debit set up but have also made a card payment, the team can also check why your payment hasn't been taken automatically as it usually would be.

Linzi

Re: Update and payment and activation

Milecki — Sat, 01 Aug 2026 08:25:41 GMT

Thank you for the message. I will try to sort this out over the phone—I cannot visit the store in person because I use a wheelchair. I will wait patiently for the phone to be activated, as this is very important to me (I am currently waiting for a heart transplant). Thank you again for your reply.

Re: Update and payment and activation

Linzi_H — Sat, 01 Aug 2026 08:34:00 GMT

Our team over the phone should definitely be able to see exactly what's going on and make sure things are put right @Milecki

Take care,
Linzi

Re: Update and payment and activation

Northerner — Sat, 01 Aug 2026 08:49:55 GMT

Hi @Milecki

Have you tried putting your S23 SIM in your fold.

Thanks

Re: Update and payment and activation

Milecki — Sat, 01 Aug 2026 13:14:41 GMT

Thank you for the reply. I didn't try, because after receiving the card, I
registered it on the network.

Re: Update and payment and activation

Schockwave — Sat, 01 Aug 2026 15:39:30 GMT

@Milecki , the new SIM card only needs to be used if your old one is not working or you do not have one, so please try putting your old SIM card in the new phone, and it should work, no need to use the new SIM card.

Re: Update and payment and activation

Milecki — Sat, 01 Aug 2026 19:43:04 GMT

Thank you for your reply. Even though I really wanted to use this phone, I can't accept this kind of treatment, especially regarding payments. I felt very bad, and the customer service response: "You have to pay your bills on time," considering they didn't debit the money from my account that morning (the same day I paid, meaning on time), was the deciding factor in my cancellation. The phone is being returned to the carrier. Thank you again for all your help.