Unable to afford bill

[Jules162]

• I'm unable to afford one-mobile bill. B/band has 9 months left on contract. Have no phone to pay for and only use sim but overall bill to EE is too expensive . How to I get out and get 12 month b/band ?

[XRaySpeX · Accepted solution]

If you're having difficulty paying your bill on time you need to contact CS urgently to come to a repayment arrangement - see Help if you can't pay your bill

[Northerner]

Hi @Jules162 

As @XRaySpeX says you need to speak to EE ASAP.

If you're struggling generally with debt then try speaking to https://www.stepchange.org

Thanks 

[Clockwork1956]

I am struggling to pay rise on TVpackage for £5 now rising to £17 p/m. Agents are not interested in "Ofcom General Condition C5 and Ofcom’s affordability guidance, you are required to support customers who are facing financial difficulty. I am telling you that this price rise makes the service unaffordable for me. Please apply your GC C5 vulnerability and affordability policies and provide appropriate support options, including affordable alternatives.” If you terminate, you still have to pay the near same amount you would pay anyway; just over a longer period.  

Under Ofcom rules, EE must:

• Treat you as a potentially vulnerable customer. - EE agent not interested just carry on paying or pay termination fee.
• Offer affordable alternatives. - EE agent not interested, stated no alternatives, never heard of Ofcom GC 05.
• Allow you to downgrade or remove add‑ons without penalty if affordability is the issue.  - EE agent not interested.
• Provide support, not just repeat the new price. - EE agent not interested, just pay up.
• Is this a training issue. On EE help pages no mention of Ofcom affordability, only different ways to pay.

[Christopher_G]

Hi @Clockwork1956 

Welcome to the community.

I'm sorry to hear that you're having some financial issues. Although our frontline agents may not be familiar with the 'GC C5' shorthand, they do have training and support with recognising and helping vulnerable customers.

I'm going to send you a private message to try and get you some help with your current situation. Please take a look at your community inbox and get back to me there.

Chris