topic Re: I lost my connection in Contracts & Billing

I lost my connection

NnavitT — Mon, 05 Dec 2022 11:02:34 GMT

Hello, This is xxxxxxxx xxxxxxxxxx and my phone number is xxxxxxxxxxx. Actually, I have no Internet and am unable to call anybody. I call 360 for payment but it said that I should pay 38£, but for last two months I just paid 15£. I’m a student and I really need Internet in my phone. I would really appreciate it if you guide me regarding this issu.

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Re: I lost my connection

James_B — Mon, 05 Dec 2022 11:05:10 GMT

Hi @NnavitT,

Welcome to the EE Community. 🙂

Our Customer Care Team will be happy to double check how much your outstanding bill is if you get in touch.

Thanks

James

Re: I lost my connection

NnavitT — Mon, 05 Dec 2022 14:01:28 GMT

As I know and according to last month, I should just pay 15 £ for a month but when I called 360, it said that I should pay 38£ for take back my contact but why? I don't know why I should pay 38£ instead of 15£.

Re: I lost my connection

James_B — Mon, 05 Dec 2022 14:23:35 GMT

Hi @NnavitT,

Have you checked the breakdown of your bill in My EE?

James

Re: I lost my connection

NnavitT — Tue, 06 Dec 2022 23:37:06 GMT

Hi,
Everytime I go to My EE, it require my number, after that I put my number there is a error. I just want to pay my bill and use my phone, I really need it. Why is it so complicated?

Re: I lost my connection

Christopher_G — Wed, 07 Dec 2022 08:06:25 GMT

Hi @NnavitT

Welcome to the community.

What is the error message? Could you try using this My EE - Make Anonymous Payment service in the mean time?

Chris

Re: I lost my connection

NnavitT — Wed, 07 Dec 2022 08:21:06 GMT

Hi Christofer,
I paid 15£ right now. How long does it take that I get my connection again?
Bests

Re: I lost my connection

Christopher_G — Wed, 07 Dec 2022 08:25:11 GMT

It can take up to 24 hours, but it's usually a bit quicker, @NnavitT.

Chris

Re: I lost my connection

NnavitT — Wed, 07 Dec 2022 08:27:34 GMT

So then I can use it till the end of the month, right?

Re: I lost my connection

Christopher_G — Wed, 07 Dec 2022 08:31:41 GMT

Have you paid the full balance, or do you have an agreement with our collections team on how much you need to pay, @NnavitT?

Chris

Re: I lost my connection

NnavitT — Wed, 07 Dec 2022 08:39:16 GMT

Actually I paid 15£ in November and I used it for around one month. One of your colleague called me 2 weeks ago and told me that I can pay less for 15G or unlimited data and other options and I said yes because Internet is the most important issue for me. Now, I don't know why this has been happened. I thought I can use it for one month and once it has been finished, simply I pay 15£.

Re: I lost my connection

Christopher_G — Wed, 07 Dec 2022 09:25:01 GMT

I think it's probably best to speak to our Mobile Care team, @NnavitT

They have access to your account and will be able to look into this for you.

Chris