Billing and speed issues

Lynnwest · ‎12-02-2026

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

Rach_H · ‎13-02-2026

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

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JimM11 · ‎12-02-2026

@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!

XRaySpeX · ‎12-02-2026

@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.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

Rach_H · ‎13-02-2026

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