topic Re: Billing and speed issues in Broadband & Landline

Billing and speed issues

Lynnwest — Thu, 12 Feb 2026 02:48:05 GMT

I have transfered over from universal credit basic package £20 which i paid last week, I have now had fibre Internet 1 week and getting charge already for only being with fibre 1 week.

Also the speed hasn't been as great at my package biscuits deal. I went in to fibre as my child is on home educated amd wee wanted quicker Internet and it hasbeen great

Re: Billing and speed issues

JimM11 — Thu, 12 Feb 2026 06:59:15 GMT

@Lynnwest What has not been great about the new package that you are on, they may have also started a new contract with you when you went fibre if that is a Full Fibre connection, and when you say you transferred was that from a BT system connection, because did not think that EE supported using a Universal Credit package at all!

Re: Billing and speed issues

XRaySpeX — Thu, 12 Feb 2026 13:16:01 GMT

@Lynnwest wrote:
I have now had fibre Internet 1 week and getting charge already for only being with fibre 1 week.

That's correct! You are billed monthly for your BB 1 month in advance.

Re: Billing and speed issues

Rach_H — Fri, 13 Feb 2026 17:36:05 GMT

Hi @Lynnwest,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with your broadband speeds. If you text 'HELP' to 66033 then our team will be able to take a look into anything happening in your area which may be impacting your speeds. They'll then call you to discuss the next steps to get this sorted.

Rach