Highlighted
by
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.

7 REPLIES 7
Highlighted
by
New Member

Re: Unable to pay my EE bill

I cant afford to pay my bill what can we do for me

Highlighted
by
EE Community Support Team

Re: Unable to pay my EE bill

Hi @Andy62.

 

Welcome to the community.

 

If you can get in touch with our collections team, they will work with you and do everything possible to keep your service active and arrange a payment plan for you if possible.

 

Jon

Highlighted
by Investigator
Investigator

Re: Unable to pay my EE bill

I am so worried as i cant pay my broadband or home phone bill until the 29th of this month and then i can pay over phone to clear my debt. My landline is not working so cant contact them and have been self isolating by the dr. Can anybody help me please as i am getting so worried Thank you

 

Highlighted
by Investigator
Investigator

Re: Unable to pay my EE bill

I cantI get in touch any other way, except if somebody could ring and ask them to contact me xxxxxxxxxxx please help me Thank you My name is Mrs xxxx xxxxx

Highlighted
by
EE Community Support Team

Re: Unable to pay my EE bill

Good Morning @teaspoon

 

Welcome to the community. 

 

We're here to help our customers through this difficult time. Some of our customers will understandably be concerned about how the impact of Coronavirus will affect their livelihoods. If you have concerns about paying their bills, you should contact us on we'll help work out what would be best for you.

 

Do you have an alternative line? you can contact our Home Broadband team on 0800 079 8586 from any landline or provider.

 

Our contact centers in the UK and Ireland are open to help keep you connected, but we have fewer people available to take your calls. 

 

If you continue to hold, an agent will be with you as soon as possible. 

 

Speak soon,

 

Katie 🙂

Highlighted
by Investigator
Investigator

Re: Unable to pay my EE bill

Hi Katie
Many thanks for the reply but my land line is down and I only have
messaging I now I have missed my payment can you help me?
Highlighted
by
EE Community Support Team

Re: Unable to pay my EE bill

Hi @teaspoon

 

Thanks so much for getting back to me.

 

We have no account access here on the community. 

 

Do you have a mobile phone you could use to call 0800 079 8586?

 

Speak shortly, 

 

Katie 🙂

Can't find what you're looking for?

One of these options may help you find the answers you need.

Let's get started

Join the EE Community to ask, answer, learn and share.

Recent solutions