topic Re: Set up plan with collections but lost service in Contracts & Billing

Set up plan with collections but lost service

sjharrison95 — Wed, 06 Sep 2023 18:34:07 GMT

Hello,
I set up a payment arrangement with collections a couple days ago in order to start getting my debts paid off, I paid £10 towards this but agreed to pay £61 a month for half debt and half phone contract after the lowered my data so I could pay less. This was all fine with me and I was putting bits of money away to pay my bill at the end of the month, but I’ve just had my services cut off for not paying. They did it right after the phone lines closed and I’m going to a funeral in London tomorrow so I need my data.

Does anyone know if this is normal? I’m hoping that because I’ve set up the payment plan they will reinstate my services. I was promised they wouldn’t be turned off and so I’m worried I was lied to.

Re: Set up plan with collections but lost service

Chris_B — Wed, 06 Sep 2023 18:36:34 GMT

@sjharrison95 Customer services is still open, until 9pm

Re: Set up plan with collections but lost service

sjharrison95 — Wed, 06 Sep 2023 18:38:47 GMT

I spoke to someone on the webchat and they just told me they can’t do anything because it’s in collections 😭

Re: Set up plan with collections but lost service

Katie_B — Thu, 07 Sep 2023 06:32:08 GMT

Hello @sjharrison95.

Welcome to the EE Community.

I would recommend giving us another call this morning and speaking with our collections team.

Should you have set up a payment plan and have made a payment to keep your services active the team will be able to activate this for you.

Please be sure to keep us updated here on the community.

Katie