My Home Broadband bill after a change to my package

If you change your broadband package, we'll adjust your bill so that you're paying the right price. This is because we bill you one month in advance.

The date your package changes depends on the type of change you've made to your account:

  • I've changed my broadband service - such as upgrading to Fibre Broadband. Your package (and any relevant call plans) will change on the date your new broadband service goes live
  • I've added Home Phone to my service - your package will change within 48 hours of updating your account
  • I've just changed the price - your package will change within 48 hours of updating your account

From the day your package changes, we'll adjust your bill so that you're paying your new package price and not the old one.

We'll show you an example of how this looks in your account and guide you through the steps so you can log in to your account and check your bill.

Log in to your account

  1. Go to the Manage your account log in page.
  2. Enter your Home Broadband account username and password and select Log in.



  3. You'll be taken to the Manage your account home page - if you need help see our guide log in to your broadband, home phone and EE TV account.
From MY BILLS, can you see the option All bills or Your bills?


All bills option

To view your bill, select Lastest bill found under My Bills.


Example bill

If your billing date is the 25th of each month and the package is changed on the 17th, here's how it'll work:

A - We'll apply a Refund for your old package price from the date your package changed until the end of your billing month - so, the refund is for the period 17/03/2013 to the 25/03/2013

B - We'll then charge your new package price for the same period - this is for the period 17/03/2013 to the 25/03/2013

C - Finally, we'll charge your new package price for the next billing month - this is for the period 26/03/2013 -25/04/2013

So, for your first bill after a change in package, you'll paying from the 17th March through to the 25th April. This means the cost may be slightly higher than you'd expect.


Don't worry, your bill will return to the standard price on your next bill.

 

Your bills option

  1. From MY BILLS, select Your bills.



  2. Select to Download the first bill after your new plan (service) went live.



  3. Your bill will download.


Example bill

In the example below, we changed our plan to Fibre Broadband on the 21st May - our next bill was on the 20th June.

Move down your bill to the section your plan - you'll find this on page 4.


Pro-rata refund

1 - We'll apply a Refund for your old plan price from the date your plan changed until the end of your billing month - so, the refund is for the period 21/05/2015 to the 19/05/2015 in this example.

2 - We'll apply a Refund for your line rental from the date your plan changed until the end of your billing month - so, the refund is for the period 21/05/2015 to the 19/05/2015.

Tip: We'll calculate your refund by taking the price of your old plan, divide it by 31 and then multiply by the number of days you didn't use your service for.

Pro-rata charge for your plan

3 - You'll then see a charge for the price of your new plan from the date your plan changed until the end of your last billing month.

4 - And a charge for the new price of your line rental from the date your plan changed until the end of your last billing month.

Next month's plan

5 - Finally, we'll charge your new package price for the next billing month - this is for the period 21/05/2015 to the 19/05/2015.

6 - And a line rental charge for your next billing month.


Extra's and discounts

7 - You may also find other extra's and discounts depending on the package you've changed to.

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