Services still not reconnected

[Chelseymartin]

Hi I was cut off for a while as I couldn’t pay my bill I was in hospital. I have now paid my bill and still haven’t been reconnected. Also it says that I owed broadband but I don’t have broadband with ee. I was supposed to get it but I called up to cancel and the ee woman just said for me to refuse it when they come. I’ve now looked at the emails I live at 39 and they went to install at number 29 I don’t know why that is but now they saying I owed broadband money for the bill when I don’t have the broadband set up in my house. Anyway I paid it just for the fact to get my phone back on but it’s still not back on. I’m always having trouble with this phone provider I’m really not happy. Do you know anything I could do to get my money back from the broadband and also to have my phone back up and running I would really appreciate some advice thankyou 

[Rach_H · Accepted solution]

Hi @Chelseymartin,

Welcome to the Community!

I'm sorry to hear you've been unwell, but it's great to hear you're doing better now.

If your line has been disconnected due to non-payment it can take up to 24 hours to be reconnected, but if it has been longer than this then I would recommend reaching out to our team, and they will be able to take a look into why this is.

Regarding the broadband connection, I would definitely recommend speaking with the team and explaining what has happened. We certainly don't want you to be charged for a service that you're not using.

Rach