topic Re: Please help thank you in Broadband & Landline

Please help thank you

chantellewaller — Sat, 01 Aug 2026 20:50:07 GMT

Hello. As it is school holidays and Money is very tight at the moment, I just went to check when my next bill is coming out and when the end of my contract is, as I’m pretty sure it’s coming up very soon. I’ve been an EE broadband customer for years and years. For some reason the check my bill section on the EE app and on my email isn’t working whatsoever I’ve tried many times. I did manage to find the Help section and it told me I owe £100???? I’m not sure how this has happened. I can only assume that I’m out of contract this month and that would be the reason..

A couple of months ago, I was a few days late paying my bill (very very rare for me to Do this and I’ve been a customer for many many years) I spoke to a lovely advisor on the phone and reset up my direct debit. I can’t remember what date it was set out for… Also, it appears that no money was taken out of my account last month…?? I haven’t had any emails to say that I owe them any money so again I would assume that I’m now out of contract…

I genuinely can’t afford to pay £100 right now out of my account. I’ve been a customer of EE for many many years. I’ve never caused any problems and not paid my bill or owed them any money.

They will be able to see this on their system… Can someone please tell me what I can do? if I go into my Bank would I be able to stop the money from coming out and if I did, would it just cause me further problems?? I think I really do need to speak to somebody.. but as it’s late, nobody is available, which is understandable. But I’m going to worry about this all night long…: I won’t be able to sleep. I’m so anxious. I don’t want to be cut off but if the reason I owe £100 is because I am out of contract then that’s just really not fair. That’s too much money for one months broad band.

Re: Please help thank you

XRaySpeX — Sat, 01 Aug 2026 21:03:30 GMT

Being "out of contract" as you call it doesn't stop you being committed for paying for services. These BB contracts don't just end, just the min. term expires. They are not fixed term contracts. After the min. term they just carry on at the non-discounted price on a rolling 30-days' notice basis until you explicitly migrate, cancel or upgrade.

If you're having difficulty paying your bill on time you need to contact CS urgently to come to a repayment arrangement - see Help if you can't pay your bill

Re: Please help thank you

chantellewaller — Sat, 01 Aug 2026 21:05:46 GMT

What is the email address for EE so I can write it all down and send it to them tonight. I’m in no way saying I’m not paying , I just need to tell them what’s going on from my point of view and ask them for their help and to explain to me what’s what, and tell them honestly that paying £100 right now will put me in a really difficult financial position. If I genuinely owe that money (I don’t see how that would be possible, I’ve had zero emails or letters or anything to tell me, and i am still connected and not cut off) then I’ll ask to pay half now half a few weeks. But again I don’t see how I could owe them any money. It absolutely has to be because I’m out of contract, in which case that’s an unbelievable amount of money to pay for one months broadband. There’s only me and my daughter who live in our house. I will certainly challenge this amount.

Re: Please help thank you

chantellewaller — Sat, 01 Aug 2026 21:08:37 GMT

I promise im not implying I’m not going to pay. Thanks so much for your reply, but would you mind reading my post again. And I’ve just posted a reply to myself as further explanation . If possible, I want you to re read what I’ve posted so you can understand what I’m trying to say. I do appreciate your help though

Re: Please help thank you

chantellewaller — Sat, 01 Aug 2026 21:12:46 GMT

You have been helpful tho and I really appreciate you replying to my post. I guess I will give them a call tomorrow and explain everything to them. to be fair over the years, I’ve always found the EE customer service team to be extremely helpful. So I’m sure they will sort it all out for me.

Re: Please help thank you

JimM11 — Sat, 01 Aug 2026 21:14:57 GMT

@chantellewaller EE Billing and Accounts is a Monday to Friday operation and does not operate weekends, you never paid last month and that may just have been because off the reset up for you DD payment's again plus any charges EE may have applied to that, you do not know if you are out off contract terms ie past your 24 month period or what ever you had with EE, if you have your first bill or an e-mail confirming your activation date you could work it all back. Call them Monday morning and hopefully they inform you what is happening. The out off contract is just the loss of discounts that were applied to your term.

Re: Please help thank you

XRaySpeX — Sat, 01 Aug 2026 21:19:17 GMT

EE provide no email contact. You would need to discuss your circumstances over the phone & find out from them where you stand with payments & charges. Can't you see this in your online EE a/c under Bills & Payments?

Re: Please help thank you

chantellewaller — Sat, 01 Aug 2026 21:26:22 GMT

As I was a few days late with my payment a couple months ago (again I don’t make a habit of doing this, it was a very rare occurrence and they will see that on their system if they look into my history as a customer of prob around 12 years ish) I called them panicking, the lovely guy I spoke to on the customer services team, took off my late payment. I think it was around £10. I can’t remember now. obviously I paid in full when I made the phone call and reset up my direct debit. he did inform me that my contract was coming to an end, but my brain is all over the place and see me didn’t write down the date. so I’m leaning towards the possibility of me being out of contract rather than me owing them money for multiple months bill. I had money in my account last month to cover EE bill. It wouldn’t have been declined. Plus I would have been cut off if that was the case.?
And surely I would have received emails or letters telling me I owe money and I didn’t. so I’m absolutely certain that this is not the case. it absolutely has to be because amount of contract? Which is my silly fault for not keeping an eye on end of contract date. £100 for one months broadband is absolutely crazy and I’m sure if I speak to the customer services team they’ll help me find a solution to this. whenever I have spoke to the customer services team over the years ; they have been outstanding every time. I promise I’m not implying that I’m not going to pay. I just need to know when this money is due to come out because I’m really struggling right now due to the school holidays. it’s going to leave me quite short. I really do need to have a chat with them. Because nobody is available right now, understandably, my crazy anxious minds is working overtime I’m getting really worried and I won’t be able to sleep tonight.. I really do appreciate your reply.

Re: Please help thank you

JimM11 — Sat, 01 Aug 2026 21:34:20 GMT

@chantellewaller Monday to Friday, accounts and billing is where you need to be.... You could have been rolled over billing cycle wise, so last month got skipped still owing the amount but to be collected plus the amount due for the next period, it happens when Billing DD get all changed for whatever reason. You said it ""Also, it appears that no money was taken out of my account last month…??""

Re: Please help thank you

chantellewaller — Sat, 01 Aug 2026 21:35:56 GMT

Thanks again for your reply. I receive emails from EE. Always get emails about my bill. I never read them as I always pay it with no issues.

I’ve tired many times to view my bill and I’m not able to. I tried last month too when I noticed no money had been taken from my account, I forgot about it, my Brain is terrible. Got emails today saying your bill is ready to view and I thought oh yes, I need to see when DD is coming out (so I can mange my money and budget properly due to school holidays and it being tight at the moment)

again wasn’t able to access my bill. I tried various times and various ways. (I’m a bit rubbish at times with problem solving but I did try many times) somehow managed to find out I owe £100 on the Help section. panicked because I’ve never been in Debt with them or owed any money and panicked because I don’t know what it’s for and when it’s going to come out. I hope I’m explaining myself correctly. appreciate your help thank you.

Re: Please help thank you

chantellewaller — Sat, 01 Aug 2026 21:47:11 GMT

Oh okay, that could definitely be a possibility and would make sense. I hadn’t considered that as being an option! I’m going to call them tomorrow.

im not sure what’s worse….. being out of contract and price going up to £100 a month, or what you have suggested as it means I genuinely owe this amount. Either way I’m not implying I won’t pay, I just may need a little help. Even if it’s half now half next week .Gosh, I’m so worried, I hope they are able to help me. I’ve been a customer for prob 12 years, I’ve never caused them an issue before. A couple months ago I was few days late paying my bill. I rang them, apologised. They were so lovely about it. the customer service team is lovely… a few years ago, I think the same happened. apart from them 2 times in maybe 12 years, they can see on their system that I am a good customer. I’m sure they will be able to help me out somehow 🙏

Re: Please help thank you

JimM11 — Sat, 01 Aug 2026 21:49:22 GMT

@chantellewaller All you can do is cover the DD payment that is going to happen, from what you have posted it is at least two payments and there may be a service charge applied, until you get on and look at the bill you will not know, it has been known in the past you get the e-mail but it takes about a day later for the bill to show up in your account, then you can go grab it download it and study it carefully. Once you get the e-mail it is or was 6-7 day's later the money is going to come out off the account. Looking at my old bills, 24th billing produced take out 1st off the month.

Re: Please help thank you

chantellewaller — Sat, 01 Aug 2026 21:50:20 GMT

I hate this worrying situation I will call them Monday and tell them I’m confused and explain everything to them honestly. I’m sure they can help me out. If not I’m changing provider!!! I will absolutely do that. But I’m sure it won’t come to that. Whenever I’ve called them over the years with query, about speed or anything they have always been super lovely. So pray for me that they can help me out 🙏

Re: Please help thank you

garybs29 — Sat, 01 Aug 2026 21:51:00 GMT

Billing is definitley not just available monday-friday either, no idea where that came from

Re: Please help thank you

chantellewaller — Sat, 01 Aug 2026 22:02:45 GMT

So I can contact them tomorrow? Not a robot, an actual person? I hope so as I’d rather sort this out asap. I’m so anxious. I know of I speak to them they can explain. As I’ve always found the CS team very lovely. But I feel sick with worry that £100 will be taken out my account. I get paid 10th. If they take £100 now I’ll not be left with very much money whatsoever. I’m a single parent and it’s school holidays. I promise I’m not saying I won’t pay. And hope they take into account that I’ve been a customer for maybe around 12 years and I’m not saying that I won’t pay I’m just saying I need them to help me out a little bit here because I don’t understand what’s going on. Gosh this is making me so worried. I hate this. I hope I can speak to them tomorrow rather than Monday. 🙏