EE Community Team

Unable to pay my EE bill

Our circumstances change all the time. If you find that you can’t pay your EE bill, here's what we can do to help.



What happens if I can’t make payment?


  • If you find yourself in this situation, please get in touch with EE to speak to our specialist collections team. By speaking to us, we can work with you to see if we can keep your service active and give you one less thing to worry about. 
  • If you’re having trouble paying, please don’t cancel your Direct Debit or fail to make a payment. Doing this could impact your credit file and affect your chances of obtaining credit in the future.



What can happen if I don’t contact you?


If you can't pay your EE bills by the due date and you haven’t let us know, we will follow a process in line with your EE Pay monthly terms of service


We will attempt to contact you. If you don't respond and still don’t pay in full we will suspend your service which means that you won’t be able to use our network until you clear any outstanding balance.  This includes calls, texts and data.


If this should happen, we may also:



  • Add a termination fee to your account. 


  • Pass on your details to a debt collection agency to recover the debt.  They may add additional fees


  • Notify credit reference agencies that you’ve missed payments. This information can be used by other lenders and may affect your ability to get credit in future.


Please see our How does EE use my credit file information support article for further information.



What if I don't feel comfortable dicussing it over the phone?


Please remember that we are here to help; we're not here to judge or lecture you, and the best thing you can do is to get in touch as soon as you can, so that we can work together to stop any further action being taken. 



I'm struggling financially - how else can you help?  


If you find yourself in this situation please get in touch with EE first and speak to our specialist collections team. 


If you have already contacted us directly and still require further assistance there are several organisations that can offer free, independent advice if you are struggling to pay your bills in general.


We have listed some below which you may wish to consider should you feel you require support in finding a solution to your financial situation.






Any questions, please tap reply and we will try answer any further questions you may have.

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