Skip to main content
Forum FAQ's
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Trying to cancel Direct Debit but Billing and Payments page doesn't load

GfK_2K26
Visitor

‎28-08-2026 02:03 PM

I have had trouble with EE since day 1 when they messed up my migration from BT (many years trouble-free) to EE.

Without going into the lengthy back-story I have now terminated EE broadband services two months early, and wish to pay my final bill manually, thus, I have cancelled the EE Direct Debit with my bank and need to tell EE as well. EE currently owe me a refund and compensation which they claim to have sent by cheque, but this has not arrived.

The Billing and Payments screen where I supposedly can change my payment method, does not work. The "loading" thing just spins away, doing nothing. I've tried it in various browsers on Mac, on Windows, via the Android app, Android Chrome, it does not work in any of them.

I cannot call EE because reasons I don't care to divulge. Live Chat seems to have disappeared from the app. There is no email address, other than the complaints one I had to dig to find, but I already have live complaints and the "executive complaints" person (Chris L) is being difficult and telling me I need to contact billing. But there's no way for me to do that.

EE are just being difficult and I simply want this done with. I am at the end of my rope with it.

0 Helpful
3 REPLIES 3
XRaySpeX
EE Community Star
EE Community Star

‎28-08-2026 02:35 PM

@GfK_2K26 : The is no Live Chat for Home BB. EE provide no contact by email.

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
Northerner
EE Community Star
EE Community Star

‎28-08-2026 03:03 PM

Hi @GfK_2K26 

To avoid further misery and issues I would recommend speaking with EE on 150 (note your point on calling) but this is the best way, or have someone else call with you present.

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 07953 966 150 for mobile and 0330 123 1105 for Broadband..

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
Peter_W
EE Community Support Team

‎28-08-2026 05:38 PM

Welcome to the Community, @GfK_2K26 

Executive complaints are our highest point of escalation, and should be able to help point you in the right direction for getting this resolved. 

I'd definitely explain your circumstances around being unable to call too, as this may make them rethink alternative options instead of referring you to billing. 

In the meantime though, and alternative if you are unable to speak on the phone could be to use our text relay option - this will put you in contact with our team, but via a text based interpreter who will talk on your behalf.

Alternatively if you aren't happy with the complaints chat option, you can also find the details of how to submit a written complaint here:

EE Complaints Code of Practice

Peter

0 Helpful