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
If you see a charge on your bill with a 5, 7 or 9 digit billing code (known as a short code or Service ID), it is normally for a third party premium rate service not provided by EE, but for services like music, games, or voting on tv shows.
You can be charged in one of two ways:
- a charge for each alert received
- a set fee charged on a regular basis for receiving multiple alerts
Use our third party service checker below, where we can provide you with more information and support.
To find what the charge is:
The number you checked belongs to:
- Short code number:
- Service description:
- Contact details:
This service is provided by and managed by .
Any queries (including questions about billing or charging) should be directed to the contact details above.
If you want to make a formal complaint about a third party service provided by a company other than EE, please contact PhonepayPlus .
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.
Stopping unwanted text messages
You can unsubscribe by:
- texting STOP to the number that has charged you (if the charge is for a single service)
- texting STOP ALL to the number that has charged you (if the charge is for multiple services)
- forwarding the text to 7726 (this reports the text as SPAM as enables us to take action)
Please do not reply to the text with any other codes as the company will know the message was received and might send more messages.
You can also find support on how to block unwanted calls.
Please note: It can take up to 48 hours for the messages to stop coming through.
You will need to contact the company responsible for the service directly if you have any queries, relating to your purchase, please do not call EE. You can find their contact details by using the third party service checker above. Neither EE or PhonepayPlus will provide you with a refund of any charges; only the company who charged you for the service purchased or subscribed to can do this.
If you do not receive a satisfactory response from the company responsible for the service when you contact them, you can Contact PhonepayPlus who regulate premium rate services on behalf of Ofcom. You will need to provide PhonepayPlus with the Third Party Service provider information when you contact them.
- Picture message charges
Many phones automatically convert some text messages 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), which may not be free with your plan.
When do devices convert text messages to picture messages?
This can happen when:
- 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)
- you add text to the subject field
How do I stop this happening again?
When this happens, it's because of the device you’re using and isn’t something that EE has any control over.
Here's some more information to help you avoid further charges:
Have you updated your device software?
More recent device software will warn you when a SMS has been converted to an MMS. Ensuring you have the latest updates applied to your device will decrease the chances of the conversion happening without your knowledge.
Are you using an older Samsung device?
Some devices, such as older Samsung devices will convert SMS into a MMS when an emoticon/emoji is used, resulting in a picture message charge for each message sent.
If you are using an older Samsung device follow these steps to ensure that emojis inserted using the standard keyboard on your device do not convert the SMS to an MMS.
Messaging > Settings > Text Messages > Input mode > select Unicode instead of Automatic
Do any of your contacts have only an email address and no phone number?
When composing a message, if you select a contact which has only an email address and no phone number associated, the some devices will convert the message to MMS. When sending a SMS, be sure to select only contacts with phone numbers as recipients.
Are you sending a group message?
Group messaging allows multiple recipients to be sent the same message. Some devices will automatically convert group messages to MMS. Consult your device manual to check your device’s behaviour and whether there are any settings which may be adjusted to alter this behaviour.
On Android, if the "Group Messaging" option is turned on within Messaging Settings, then group messages will be sent as MMS.
On iOS, if the "Group Messaging" option is turned on within the Messages section under Settings, then group messages will be sent as MMS.
Have you added a subject line or included a picture in your message?
If you have added a subject line or included a photo in your message, then your device will more than likely send an MMS because these are not features of SMS.
Have you downloaded any third party 'emoji' applications or third party keyboards?
Check the terms and conditions of any third party emoji applications and keyboards downloaded from application stores. Some third party applications and keyboards will send emojis as MMS messages. If you are only inserting emojis using the keyboard on your device as part of a SMS, then a SMS is usually sent as long as you have the latest software for your device.
- 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