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DanielaT80
Visitor

‎07-11-2025 06:33 AM

Hi, I already have the EE app, but I need to speak with someone. My device payment was taken separately from my main bill this month, which hasn’t happened before. Can you please check my account or connect me to an advisor?

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XRaySpeX
EE Community Star
EE Community Star

‎07-11-2025 06:42 AM

@DanielaT80 : This user discussion forum can have no access to your specific account. You need to raise this with CS.

You must have the device on FlexPay to have separate bills. See Flex Pay Explained

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

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XRaySpeX
EE Community Star
EE Community Star

‎07-11-2025 06:42 AM

@DanielaT80 : This user discussion forum can have no access to your specific account. You need to raise this with CS.

You must have the device on FlexPay to have separate bills. See Flex Pay Explained

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
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Rach_H
EE Community Support Team

‎07-11-2025 01:32 PM

Hi @DanielaT80,

Welcome to the Community!

I'm sorry to hear about the confusion with your bills here. As @XRaySpeX has advised, with Flex Pay plans your device payment and your airtime payment are seperate. Have you upgraded recently?

If you are wanting to make a change to either of your payment dates then give our team a call, and they'll be happy to help.

Rach