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Order missing from account after deposit payment failed

Baradere
Visitor

‎23-08-2026 09:31 AM

Ordered EE Full Fibre broadband yesterday. Set up a Direct Debit, then the page asked for a £20 deposit. Entered my card details and the payment failed. After reloading, my account page is completely empty — no order showing at all.

I do have the contract email, which shows a 24-month Full Fibre contract with a provisional engineer appointment and activation date.

Can anyone tell me:
- Whether the order is still live despite not showing in my account
- Whether the £20 deposit was taken (nothing has left my bank yet)
- Whether it's normal for a new Direct Debit not to appear in my banking app this soon
- Whether my engineer appointment is still booked

 

I don't want to re-order and end up with two contracts by accident. Thanks in advance.

0 Helpful
1 REPLY 1
JimM11
Community Hero
Community Hero

‎23-08-2026 09:54 AM - edited ‎23-08-2026 09:58 AM

@Baradere If you have the conformation then that may be a good sign, the rest may just need a call to EE CS for them to check were it's all at.

Dial Freephone 0800 079 8586 - Option 1 for Home Broadband & Home Phone and try to get to customer sales.

Direct Debit will NOT appear until after you activation date, bill is produced that day, DD opened by EE and money taken 7-8Days later from your account, general time period....