topic Re: Recieved a bill despite no longer having an active service. in Broadband & Landline

Recieved a bill despite no longer having an active service.

Lexii — Fri, 25 Sep 2026 11:15:25 GMT

Hi all,

I cancelled my broadband in August over the phone. The agent confirmed it was cancelled, and my account shows this. It was also confirmed by the chat bot. I keep getting texts saying my router is disconnected, and I've had an email today saying I owe them £44 for broadband that I don't have and saying I need to pay, they'll suspend my services and add on charges.

I literally do not have a broadband plan with EE anymore and my latest bill shows them owing me £2. I'm concerned if I simply ignore this, I could end up with my credit score impacted. Should I really just ignore it like I've been suggested by friends? Seems a bit risky to me.

Re: Recieved a bill despite no longer having an active service.

Schockwave — Fri, 25 Sep 2026 11:23:27 GMT

Hello @Lexii ,

Welcome to the community,

You should ring customer service to see what is going on, as here in this public forum we have no account access and do not know who you are, so cannot deal with your query, this has to be done by calling them:

https://ee.co.uk/help/contact-ee/technical-support/broadband-landline

Re: Recieved a bill despite no longer having an active service.

JimM11 — Fri, 25 Sep 2026 12:56:52 GMT

@Lexii The charges all add up and extra get's added on rapidly when you owe money, best to discuss with EE and accounts might be the best place to start with, surprised you have access to anything EE wise they cut me off the day the transfer happened but EE owed me so refund was applied by them. As they owe you is it possibly a failed to return requested items back to them although it's meant to be sixty day's they do get ance about it all but loads off e-mails and threats to get it all done....

Were you also paying everything by DD Direct Debit and then shut it all down to quickly before EE could do any return to you or if they made a mistake there side come and take extra?

Re: Recieved a bill despite no longer having an active service.

Peter_W — Fri, 25 Sep 2026 13:37:21 GMT

Welcome to the Community, @Lexii

As @Schockwave and @JimM11 have mentioned, to get a clear understanding of where things are at exactly with the balance on this closed account, I'd definitely recommend giving us a call.

Something does seem potentially off with this email though - I'd recommend double checking the sender to see if this is definitely from us.

If this isn't directly addressed to you as well, that can often be a sign of a fraudulent email. If you suspect that may be the case, please forward it on to phishing@bt.com.

Peter

Re: Recieved a bill despite no longer having an active service.

JimM11 — Fri, 25 Sep 2026 13:42:46 GMT

@Peter_W Good shout, a lot of Fraud e-mails especially going about currently did forget about that, my bad....