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One off charge

Stevie65
Investigator
Investigator

‎06-07-2025 05:34 AM

I have just upgraded my account for broadband only. It was to increase speed of service and should not have incurred any set-up costs. My new bill now shows a one off charge of £30 ????? WHY

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4 REPLIES 4
Northerner
EE Community Star
EE Community Star

‎06-07-2025 05:45 AM

Hi @Stevie65 

What does it say on your bill as it sounds like you're paying the increase in service. Give EE CS a call on 150 to discuss.

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
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JimM11
Brilliant Contributor
Brilliant Contributor

‎06-07-2025 07:51 AM

@Stevie65 Did you apply as an online transaction or via a call to a EE CS to have it done!

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Stevie65
Investigator
Investigator
In response to JimM11

‎06-07-2025 08:07 AM

It was an online request
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JimM11
Brilliant Contributor
Brilliant Contributor
In response to Stevie65

‎06-07-2025 08:25 AM - edited ‎06-07-2025 08:38 AM

@Stevie65 Unless there is going to be a future credit against it, then call to EE CS and accounts to sort it all out, Mon/Fri for that dept i think!👍 

Just checked my billing EE did the same to me, took nearly 3 months and a few calls to Accounts to sort it out and get the credit back, promise after promise, next bill will be fine, but dog with a bone did not let it go and hounded them ever 30 day's when the promise failed!

Also worth double check on bill to what is taken from the DD out of the bank account, billing can be weird at the best off times, but yes they grabbed the extra £30 and i was not having it FREE means FREE, no admin cost's and i did online as well.

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