EE MOBILE BILLS EXPLAINED

Get help understanding your EE bills and more details of certain charges. You can access and manage your monthly bills online using My EE. Register or log in to My EE >

On this page:

1. Understanding bills
2. Help with charges on your EE bills
3. Managing your costs and plan

1. Understanding bills

Your first EE bill

If you've moved to EE from Orange or T-Mobile and would like help on your first bill follow the links below:

What to expect when you join EE

You’ll get your first EE bill in the post around seven days after you join EE. Log in to My EE to see this online.

You first EE bill will cover the cost of your plan and any services you may use such as:

  • your monthly plan charge – the cost of your plan. This is charged one month in advance from the date you joined EE 
  • add-ons - such as international minutes or picture messages if you choose to add them
  • device charges  - if you need to pay an amount towards your device, or a delivery charge

Your bill date

This is the day your bill is produced. It's also the same date your plan’s allowances refresh.

To keep track of your remaining allowances:

  • log into My EE and select current usage
  • text AL to 150 from your EE device (free of charge)

Paying your bill

The amount due can be found in My EE or on page one of your bill.

Go to make a payment >

If you're moving to EE from Orange or T-Mobile

Find help on amending your Direct Debit and all other ways to pay your bill.

Future EE bills

Unless you asked us for paper bills, you’ll receive all future bills in My EE

We’ll send you a text message or email to let you know when it's ready to view. To cancel or start paper billing*, please get in touch.

* Read our non-standard price guide for costs.

Your monthly EE bills

What your bill will cover

Your monthly bills will cover the cost of your plan and any services you may use, these can include extra services, such as international minutes or add-ons if you chose to purchase them.

Paying your monthly bills

You can find the date your payment's due in My EE or on page one of your paper bill.

If you’ve set up a Direct Debit, payment will be taken automatically on the date shown in My EE or on page one of your paper bill.

If not, a monthly charge (Separate Payment Handling Charge) will be applied to your bill each month. We’ll add this if you pay using any method other than Direct Debit.

Get help with Direct Debit and making a payment.

How we show large bills

Showing large bills in a simplified summary

It's not just pelicans that have large bills. Because some phone bills contain lots of information which would run to hundreds of pages, we show very large ones in a simplified summary format.

This makes it clear and easy for you to view your bill online in My EE. We made this improvement to how we display large bills on 31/08/2017.

If you’d still like to see the full breakdown of your usage, you can call customer services on 150 for a printed copy (likely to be over 400 pages). If you prefer to be paper-free, please contact your account manager or call customer services on 150 to stop receiving paper bills. 

Bill Analyser – your free online bill analysis tool

Get a detailed breakdown of your usage instantly online with Bill Analyser. It shows charts and graphs and other interesting data (so it’s easy to spot who’s watching cat videos the most). To get access to this handy tool, simply get in touch with customer services on 150. 

Find out more about Bill Analyser

Your final EE bills

What your final bill will cover

Your final bill will be sent to you by post about a week after you've received confirmation that you've left the EE network. It will also be available to view in My EE as Your last bill.

What may show on your final bill:

  • a credit for any line rental paid in advance that you didn’t use (because you closed your account)
  • any extra call, text and data charges outside your plan
  • remaining contract charge this will be made up of:
    • an early termination charge - this is if you're in your minimum term and have more than 30 days left until it ends. The amount is calculated from the date you contacted us to cancel your contract until the end of your term
    • if you're within the last 30 days of your minimum term or outside of it, you'll need to pay a notice period charge. This is calculated based on 30 days' line rental from the date you contacted us to cancel your contract

if you've asked for a PAC code, this charge will be calculated from the date your number is transferred, not the date you receive your PAC code.

For more information see your contract terms and conditions.

View and pay your final bill 

Your final balance can be viewed in My EE or is shown on page one of your paper bill. If you have a Direct Debit set up on your account, we’ll take the payment as normal. If not, find all ways to pay your bill.

If you’re owed a refund (credits)

If you're in credit, we’ll process an automatic refund around eight days after the date of your final bill.

There's no need to contact us. Here's how you'll receive your refund depending on how you pay:

  • if you have a Direct Debit set up we’ll pay the money straight into your bank account
  • if you don't have a Direct Debit we'll send a cheque to your registered address

How will I know my EE account has closed?

Just log into My EE, we’ll show you this on the homepage and include your last bill dates.

2. Help with charges on your EE bills

Charges for calls, texts and picture messages

Below are common examples of calls and texts not included in your monthly plan.

Call charges:

  • 070, 084, 087, 09* numbers
  • 118* (directory enquiries)
  • call forwarding numbers (unless the number starts with 0207 or 0208)
  • calls inside or outside the EU, known as roaming (follow the link for costs)
  • charges from other companies (third party service providers)* - please see 'Services from other companies' below

Text charges

  • picture messages* (including photos, videos and other images)
  • texts inside or outside the EU (known as roaming)
  • charges from other companies (third party service providers)* - please see 'Services from other companies'below

* Read your price guide for costs

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.

More information on the charges for picture messages can be found within our pay as you go and pay monthly price guides.

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:

  • 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

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.

What's included in my plan?

You can find what's included in your pay monthly plan:

  • under plan & add-ons in My EE
  • by referring to your price plan brochure

 

One-off charges and credits

Here are some common reasons for one-off charges on your bill (these will appear as extra charges in My EE).

  • add-ons: such as extra data or roaming add-ons when you’re abroad
  • bill re-issue charge: this is the charge for providing a printed copy of your bill
  • separate payment handling charge non DD/BACS: this is the charge applied each month if you’ve paid using any method other than Direct Debit
  • insurance excess fee: this is the charge applied for your insurance claim in line with Terms & Conditions. Get more help with excess fees >
  • remaining contract charge – this will be made up of:
    • early termination charge - this is if you're within your minimum term in contract and have more than 30 days left until it ends. The amount is calculated from the date you contacted us to cancel your contract until the end of your minimum term
    • if you're within the last 30 days of your minimum term or outside of it, you'll need to pay a notice period charge. This is calculated based on 30 days' line rental from the date you contacted us to cancel your contract

Please note: If you started your contract with EE on or after 1 March 2017, you might see a 'Price Rise Discount' on your bill. This discount is applied to ensure your bill is at the price you agreed for your contract.

This 'Price Rise Discount' will appear on every bill for the rest of your contract. If you take out a new contract, you will no longer see this and your bill will be at the new price you agree.

Device charges and credits

If you’ve upgraded, unlocked your phone or paid towards a new device on your plan you may see the following as a one-off charge on your bill:

  • Delivery charge: This is shown when you have an amount to pay towards the delivery of your device
  • Equipment charge: This will usually show on your bill as the device eg. "PAYM iPhone 6 16gb gold" and will include any amount you owe.
  • Non-voice charge/Device unlock charge: This is shown when you have paid to get your device unlocked
  • Equipment credit: This is shown if you are owed an amount towards your device

The amount you paid when you ordered your device can be found on page one of your bill or by logging into My EE.

Things to know:

  • device charges are always shown without VAT on your bill
  • the amount you paid when you ordered your device will show on your bill as a payment received 
  • your bill is your receipt, and proof of purchase for your device, so remember to keep it safe

Not found your answer?

Find it in our Community, search a range of solutions to common billing queries or start a new post to receive your answer.

Find my solution > 

Services from other companies

Voted on a TV talent show? Entered a competition on your phone? Text a donation to charity? Subscribed to an information service?

If so, you’re likely to see charges on your bill from other companies.

Why have I been charged?

You’ve requested a service, votes, entered a competition, purchased digital content and agreed that these charges be applied to your EE bill.

These are not EE services and are charged by the company that provided these services. 

What have I been charged for?

Don’t recognise a charge showing under 'Services from other companies' on your bill? Just enter the three to nine digit number shown on your bill in the 'number' column in our charge checker or the service description exactly as it appears on your bill, just before the cost of the service. This will be prefixed with one letter for example 'W Service Name'. DO NOT enter 9 digit number shown under 'reference' shown on your bill as this will return no results.

You can have the cost of buying apps and tracks added to your monthly bill or taken from your pay as you go credit.Paying for apps and tracks

But this is only if your phone uses a Google, Nokia, Windows or BlackBerry App store.

Find out more >

Read our Charge to Mobile Code of Practice for more information on Third Party Services.

Part charges

Part charges will show on your bill if you make a change to your account part way through your billing month. 

These will occur if you have:   

  • changed your price plan or telephone number  
  • changed your payment date 
  • added another line 

If you’ve changed your price plan or telephone number

You’ll see the following charges in the section of your bill called: your monthly plan charges:

  • a refund of the old plan or your old number up to your bill date 
  • a charge for the new plan or your new number, up to your bill date 
  • a charge for the new price plan or your new number, equal to one month in advance   

If you’ve changed your payment date 

You’ll see the following charges in the section of your bill called: your monthly plan charges:

  • a refund of your price plan from the date of the change, up to your original bill date
  • a charge for your price plan from the date of the change, up to your new bill date
  • a charge for your price plan, equal to one month in advance, based on your new bill date

If you’ve added another line 

You’ll see the following charges in the section of your bill called: your monthly plan charges:

  • a charge for the new line from the date of joining, to your bill date
  • a charge for the new line, equal to one month in advance

Other EE services

If you’ve bought a product from an app store (like Google Play or Apple App store) and you’re seeing this charge on your bill, it’s because the item’s been charged to your EE account instead of your debit or credit card.

These may appear on your under the follow titles:

  • Content billing
  • Operator billing
  • Pay-per-event
  • Charge to bill

They may also include a brief description of the service you bought, such as EE app store or Music store.

Is there a purchase limit?

Yes, any amount over £15 will be charged to your credit or debit card, not your EE account.

Questions or issues with your app purchases  

For issues relating to a purchase please contact the App Store (e.g. Google, Apple etc) or the app developer directly. You can find their contact details by logging into your App Store account.

In order to prevent any unwanted purchases from app charging, we advise that you set a PIN on your device.

What happens if I get a refund?

Refunds for apps you’ve purchased will be given to you as a credit to spend on future apps, and not as a credit for your EE bill.

Not found your answer?

Find it in our Community, you'll find lots of support and solutions to billing queries.

Search or ask a question > 

VAT and deposits

VAT

The breakdown of charges on your bill are always shown without VAT.

The VAT charge is calculated under VAT in My EE or on page 1 of your paper bill.

VAT is calculated on most charges, except:

  • early termination charges (if you need to end your contract early) 
  • usage made or received outside of the VAT territory of the EU  
  • insurance services  
  • some content and add-on services, such as premium rate numbers for competition entries or voting on television shows  

Any charges on your account not subject to VAT will show on page 1 of your PDF and paper bill as VAT charged at 0% or VATexempt alongside it.    

VAT invoices

If you need a VAT invoice of your payments, please get in touch. There will be a charge per invoice requested - see our non-standard price guide.

Deposits

There are two types of security deposits that you could be asked to pay. They are: 

  1. Registration deposit: This is so we can activate your account, and you can use the EE network
  2. Feature deposit: This is when you ask us to activate certain services, like roaming (so you can use your device abroad) or international and premium calls

They are both called Deposit for Service on your bill.

Getting your deposit back

Your deposit will be refunded automatically to you via your current payment method once you've built up a good payment history with us. Payment of your bills by the due date every month will help this.

More help on security deposits and credit checks

Not found your answer?

Find it in our Community, you'll find lots of support and solutions to billing queries.

Search or ask a question > 

3. Managing your costs and plan

Recurring add-ons

Add-ons in your monthly plan charges

You can buy add-ons at any time, these will appear on your bill under:

One-off charges and credits or Your monthly plan charges(known as recurring add-ons)

Support with recurring add-ons

When you buy an add-on, you’ll receive your full allowance upfront but you’ll only be charged from the date you buy it until your next bill date.

The following month, and every month that the add-on stays on your account, you’ll receive your full allowance and you’ll be charged the full amount for your add-on.

For example, if your bill date is the 15th of the month and you buy a £20 add-on for 120 Roaming Global Minutes on 1 July, you’ll be given 120 minutes to use straight away, but you’ll only be charged £9.03 for 14 days from 1 July to 14 July.

When you get your next bill on 15 July, you'll be charged the full amount in advance for your add-on (£20) and you’ll receive 120 Roaming Global Minutes to use.  This will continue until you cancel or change your add-on.  Your July bill is where you’ll see the £9.03 charge from the previous month.

Cancelling an add-on

Some add-ons cannot be managed in your account so you’ll need to get in touch with us. If you ask to cancel the add-on, it will remain on your account until the date of your next bill, and you’ll have the full allowance to use for the remainder of the month in which you cancelled.  There won’t be a refund if you cancel the add-on part way through the month. 

For example, if your bill date is the 15th of the month and you cancel your £20 add-on for 120 Roaming Global Minutes on 28 August, your full allowance of 120 Roaming Global Minutes will remain on your account until 14 September and  it won’t renew on 15 September.

Exclusions

This doesn't apply to the Business Connect plan or to unlimited add-ons with no capped allowance. Any add-ons you may already have will not be affected.

You can view the status of your add-ons in My EE or from your EE device at add-on.ee.co.uk when connected to 4G.

Find what's included in your price plan

EE pay monthly price plans and costs

Information on costs included in your plan or charges outside your allowance 

Out of plan charges

Download our price plan brochures for costs outside your plan:  

Customer service call charges

Standard calls

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.

Not found your answer?

Find it in our Community, you'll find lots of support and solutions to billing queries.

Search or ask a question > 

Manage your payments and plan

Manage your payments or plan using our free text service

To access information about your plan for free, just text in from your EE pay monthly phone.

Text the following code to 150:

  • AL to view your current allowance or balance
  • BILL to view a mini bill summary
  • APP to view your usage using the My EE app
  • UP to view if you're eligible to upgrade

Making changes to your billing account 

To view details or make changes to your billing account visit our manage your account help pages.

Payment queries

For help with payments, vist our make or set up a payment help pages.

Paper billing

If you’d like to stop or start receiving paper bills please get in touch and our Customer Service advisors will support your request.

Why EE

4G in more places than any other network

We're making sure that we provide the biggest 4G coverage for you.

Call and text with WiFi

No signal? No problem! With WiFi Calling you can keep talking and texting even if you don’t have mobile signal.

Investing in our network

We're spending £1.5 million a day to keep improving our network's speed, reliability and call quality.

And ready for the future

We're always one step ahead. We were the first to introduce 4G to the UK, double speed 4GEE and now 4G+.