Orange mobile bills explained
- Pay monthly bill guide
- Moving from Orange to EE: your final bill
- Usage outside your allowance
Examples of this could be:
calls or texts to numbers abroad
calling 0845 or 0800 numbers (or any premium rate services)
Check details of what charges are included in your allowance in the section on Managing plans and costs
What will show when you've going over what's included in my plan?
They'll be a blank space on your bill with a charge next when the inclusive minutes in your plan have run out.
The first part of the call will be taken from any inclusive minutes you still have and will have been charged as 0.000.
The remainder of the call where your inclusive minutes have run out will be charged at the relevant rate for that call type.
- Non-direct debit administration charge
You will see a Non Direct Debit charge* added to your bill if you pay any method other than direct debit.
* For details, see page 5 of the pay monthly non-standard price guide.
Why am I charged for this?
It costs us more to collect and process certain types of payment, such as cash or cheques, so we add this charge to cover part of these costs.
You can avoid the Non Direct Debit charge by setting up a Direct Debit to pay your bill.
- Late payment fees
If your funds do not cover the Direct Debit payment after the second attempt to deduct from your account a Late Payment fee* will be applied to your account, (the charge is applied per account, and not per mobile number)
If you'd like to resolve this or have any further questions, we recommend you contact your bank directly.
* For details, see page 5 of the pay monthly non-standard price guide.
The breakdown of your plan and bundles on your bill are always shown without VAT.
The VAT charge is calculated on page 1 of your bill and shown next to Amount due (so this is the final total for you to pay).
If you need a VAT invoice, please get in touch.
Please note: There will be a charge per invoice requested.
- Charges from other companies
Voted on a TV talent show? Entered a competition on your phone? Text a donation to charity?
If so, you’re likely to have third party charges on your bill.
Why have I been charged?
Because calls and texts to third party services are charged at a premium rate.
That means they’re not included in your plan.
What have I been charged for?
Don’t recognise a third party charge on your bill? Just enter the three to nine digit number in our charge checker.
The number you checked belongs to:
Third party number Charge description Contact detailsThis code was previously used by:
Who can I talk to about my charges?
Get in touch with the third party directly – their contact details are above.
We only bill you on their behalf. So, we’re not able to answer questions about your charges or give you a refund.
How can I complain about my charges?
Contact the Phone Paid Services Authority – they regulate all premium rate numbers in the UK.
Any information we give you about your charges is given to us by the third parties.
So, we can’t guarantee the details will always be right.
And we can’t be held responsible for any losses made as a result.
EE endeavours to publish accurate information regarding the services identified by this number checker service, but it does not guarentee the accuracy of the information, and cannot be held liable for any losses of any kind arising as a result of any reliance on, or usage of, such information.
- Picture message charges
Many smartphones today allow you to bring your messages to life with pictures, animations and many more features, like iPhone with the latest iOS 10 software. When you send messages containing such features to other phones, they are sent as picture messages (or MMS).
Here are some of the devices that convert text messages to picture messages: iPhone, Samsung.
Picture messages are not included in your standard tariff plan but if you send a lot of these types of messages you may want to buy add-ons which give you an allowance every month to send picture messages at reduced rates. If you don’t have an allowance, every time you send a picture message you will be charged a fixed fee for each message you send to each recipient and these charges will appear on your bill in the picture messages section.
Some phones also automatically convert some text messages, especially emojis, to picture messages. So if you’ve been charged for sending a picture message when you didn't intend to send one, this might be because your device has automatically converted a text message (SMS) to a multi-media message (MMS).
When do devices convert text messages to picture messages?
This can happen when:
Sending an MMS instead of an SMS is down to the phone you’re using, the messaging platform, and the person you’re sending to. It is not because of the EE network.
- you’re using iPhone Messages and sending features and effects to a non-iPhone user, or when iMessage is unavailable
- your text includes a non-standard smiley or symbol such as an emoticon or emoji
- your text is sent to an email address instead of to a phone number
- you're sending a group text message
- your text exceeds the character limit (on some phones this is 160 characters, on others it can be higher)
- your message has a subject line
- Pay monthly price guides
To view what pay monthly plan you are currently on:
- Text PLAN to 150 from your Orange phone (free of charge)
Orange pay monthly price guides and costs
See our price plan brochures to find out about costs included in your plan:
Out of plan charges
See our price plan brochures to find out about charges outside your allowance:
- Non-standard charges
- 09 premium rate number guide
- Call forwarding services price guide
- Directory Enquiries price guide
Customer service call charges
Between 8am and 8pm Monday to Friday (and from 8am to 6pm at the weekend)
if you're a pay monthly customer, it's free.
If you're a pay as you go customer, calls cost 25p.
Extended hours charging
If you call between 8pm and 10pm Monday to Friday or 6pm to 8pm on weekends
if you're a pay monthly or SIM-only customer, calls cost 50p
if you're on pay as you go, calls cost 50p
When you call, we remind you before you're charged. Your call only costs 50p, no matter how long it lasts.
Priority answer service
Priority service is available during all our opening hours.
How much it costs
The 50p charge applies regardless of how long the call lasts.
- Manage your plan
Making changes to your billing account
To ask about or make changes to your billing account visit to our manage your account help pages.
Orange 150 text service
Here's how you can find out more about your plan by sending us a text from your Orange pay monthly phone. All these are free of charge.
Text the following code to 150:
- BALANCE view your current balance:
- BILL for a summary of your recent invoices and payments
- PLAN to view which plan you are on
- APP to view your usage using the My EE app
When you log into My EE, you'll be told if you're you're eligible for an upgrade on the account home page
We'll text you back informing you whether you’re eligible, and explaining what to do next.
To speak to us further about upgrades please get in touch, we'll be happy to help.
We also have more help and support in our upgrades articles