topic Re: Unable to pay bill online whilst overseas in Contracts & Billing

Unable to pay bill online whilst overseas

YK8 — Tue, 06 Aug 2024 13:02:27 GMT

Hi!

I am suffering a problem that when I was trying to pay my bills,it kept showing "the payment didn't go through", I have tried the fast payment, ee app, and tried on a laptop as well. On the laptop it showed that "session expired".

There is one more problem that I am outside uk right now, so it is hard for me to make a phone call. I noticed that the service has been stopped as it has been overdued. I was wondering if there is any way to make a payment.

Thanks for your attention and time.

Yunkai.

Re: Unable to pay bill online whilst overseas

Leanne_T — Tue, 06 Aug 2024 13:22:08 GMT

Hi @YK8,

Welcome to the community.

I'm sorry you're having trouble making a payment online.

I see you mentioned your account is overdue, do you remember how long ago it was you last made a payment and if your account has been closed as a result of the balance or just the service stopped?

Leanne 🙂

Re: Unable to pay bill online whilst overseas

YK8 — Tue, 06 Aug 2024 08:18:12 GMT

Hi ,thanks for the reply.

I forgot the actual date of payment but i believe it was in June. I had the problem with online payment at that time so I paid the bill offline at a store.

I supposed might not be the balance or service problem as my account could be used to pay for amazon. I took a monthly payment instead of direct debit. I asked about the problem last time and they told me could be an update issue but it seems still exist:(

I am worried as I would be back in UK at sept and i still need to use the number.

Kind regards,

Yunkai

Re: Unable to pay bill online whilst overseas

Leanne_T — Tue, 06 Aug 2024 13:22:30 GMT

Thanks for the additional info @YK8.

That's promising and it sounds like your account hasn't been closed. The quickest way would be to call in and make the payment and see if they can sort our your online account, but I appreciate that's inconvenient while you're abroad.

If you know how much the payment is and you can get your EE account number, you could pay by bank transfer if that would be easier than trying to call?

You can see the details to make the transfer here How Do I Pay My Phone Bill?

Leanne 🙂

Re: Unable to pay bill online whilst overseas

YK8 — Tue, 06 Aug 2024 08:49:19 GMT

Thanks for your help.

I'd love to do the bank transfer way.

Apprecite it!

Yunkai.

Re: Unable to pay bill online whilst overseas

Leanne_T — Tue, 06 Aug 2024 13:22:58 GMT

Thanks for coming back to me @YK8

Pleased I could help!

Take care and have a lovely day.

Leanne.

Re: Unable to pay bill online whilst overseas

XRaySpeX — Tue, 06 Aug 2024 11:33:04 GMT

@YK8 : Try using Fast Payment online to pay by UK bank card. You don't need to login or register anything. All you need is your mobile no. & it doesn't remember your card details.

Re: Unable to pay bill online whilst overseas

XRaySpeX — Tue, 06 Aug 2024 12:53:14 GMT

This thread has a blank Subject. That makes it unclickable in any Topic list. Could a Mod or @Leanne_T give it a meaningful title?

Re: Unable to pay bill online whilst overseas

Peter_W — Tue, 06 Aug 2024 13:03:03 GMT

Thanks for the heads up @XRaySpeX.

I've amended that now 😊

Peter

Re: Unable to pay bill online whilst overseas

XRaySpeX — Tue, 06 Aug 2024 13:08:33 GMT

@Peter_W : Thanks! & @Leanne_T : It would be useful if we could edit Subject titles of threads. Otherwise we do end up with some nonsensical Subject titles.

Re: Unable to pay bill online whilst overseas

YK8 — Wed, 07 Aug 2024 07:17:41 GMT

Hi！Thanks for your help.

I treid it as well. The result is same that "payment didn't go through".

I just do the bank transfer with a ref. However, I got two problems.

Fristly, I found a "Account number" in my bill that between "bill date" and "bill references“, is that the one I used as reference?

Secondly, I made a mistake that I forgot to make a reference while transfering. I was wondering whether that payment will be rejected and back to my account or I need to argue about it .

Thanks for your time.

Re: Unable to pay bill online whilst overseas

YK8 — Wed, 07 Aug 2024 07:23:35 GMT

Hi Leanne！

I just made tha transfer but I got a problem with reference.

I made a mistake that I forgot to make a ref for the first payment. I was wondering whether that payment will be rejected and sent back to my account or I have to contact someone for it.

I was wondering which one is the account number as well. I found a"Account number” in the bill that between"bill reference" and "bill date". Is that the one we used as ref?

Thanks for your time.

Yunkai.

Re: Unable to pay bill online whilst overseas

Ali_A — Wed, 07 Aug 2024 07:50:24 GMT

Hi @YK8

That's correct, the Account Number is used as the Payment Reference number for bank transfer payments.

You'd need to give our Customer Service team a call about your first payment so that it can be allocated correctly to your account.

Ali

Re: Unable to pay bill online whilst overseas

YK8 — Wed, 07 Aug 2024 08:05:14 GMT

Hi!

Thanks for the help.

I have made two payment that one is without the ref and one is with the ref.

I was wondering the one without ref could be sent back?

Thanks.

Yunkai

Re: Unable to pay bill online whilst overseas

Ali_A — Wed, 07 Aug 2024 08:15:30 GMT

@YK8 You'd need to call Customer Service to allocate the payment to your account, once this is completed they can raise a refund for the over-payment to be returned back to you 🙂

Ali

Re: Unable to pay bill online whilst overseas

YK8 — Wed, 07 Aug 2024 08:17:02 GMT

I see, Thanks!

Re: Unable to pay bill online whilst overseas

Ali_A — Wed, 07 Aug 2024 08:47:52 GMT

You're welcome @YK8 !

Glad I was able to help you with this!

Ali