MY HOME PHONE BILL EXPLAINED

Need help understanding your Home Phone bill? We'll show you how to open your bill and explain your line rental and call charges.

To check your bill and recent calls, you can log in to your account online. To do this:

All bills option

How to open my bill?

You can open your bill from your account by choosing:

  • Latest bill or All bills from the My Bills menu
  • Recent usage - this show a list of Home Phone calls made so far this month - see the section checking my recent usagefor more help

What does my bill look like?

The first page of your bill will look like our example

1 - Date

This is your bill date and can be used to work out when you'll be billed. You're billed a month in advance for your Monthly Price Plan, calls will be billed on the following months bill (in arrears).

2 - Account Charges

Here, you'll find detail of your Monthly Price Plan. This shows is the standard cost of your broadband service and Home Phone line rental and also the call plan that you're on.

You'll also find any credits on your account (it will appear with aminus sign next to it). For example with Line Rental Saver, you'll see a credit for your line rental in our example this is £17.50. If you're on a deal with a reduced subscription for a period of time, you may see the credit here.

3 - Bundle summary

If you have a calls to mobile phone bundle as part of your package, we'll show your allowance, and how many minutes you used.

4 - Usage summary

The Usage summary section shows any charges for calls made on your Home Phone.

To see an itemised list of calls you've made, simply select one of the call types or move down the page.

5 - Total for this period

Here, you'll find the total amount owed for this period (bill), how much you paid on your previous invoice and if anything has been carried forward from your last bill.

You'll also find the total amount we'll take from your bank account or credit card, around 10 days after your bill date.

When will I be billed?

You'll start paying for your Home Broadband and Home Phoneservice the day we turn your broadband service on. We'll bill you at the same time each month for your service. And send an email to your preferred email address to let you know your bill is ready to view online.

If you're a new customer, your billing date is the day your Home Broadband is first switched on.

We'll collect payment from your bank account (or credit card) around 10 days after this date each month.

If you've chosen to take our Line Rental Saver deal, you'll pay a year's line rental up front, which we'll then discount from your monthly broadband and Home Phone subscription charge.

We'll bill you for any calls outside your call plan on the following month's bill (in arrears). 

How does Line Rental Saver work?

You can choose to pay for your line rental up front. After first signing up or taking our Line Rental Saver option we'll bill you in advance for either 12 months' or 18 months' line rental costs with a 10% discount (depending on which option you've selected) - this bill may appear at a different time to your usual bill date.

Then, each month for 12 or 18 months, we'll credit your account - you'll see this as a credit for Line Rental Saver Benefit in the Account Charges section on your online bill.

Inclusive calls and ones I pay for

If you join our Fibre Broadband or Standard Broadband service, you’ll get a landline calls plan as part of your service. Our current Home Phone plans come with either Weekend calls or Anytime and Mobilecalls. You'll find the name of your call plan in the welcome letter and email we sent and under account charges on your monthly broadband bill online.


Weekend Calls plan

With Home Phone, the weekend starts at midnight on Friday night and finishes at midnight on Sunday night. During this time, the following calls from your landline (for up to one hour) are included as part of your plan:

  • calls to UK landlines with numbers starting 0102 and 03
  • calls to 0800 and 0808 are free at any time
  • the access charge for 0845 and 0870 numbers (11p per minute) - you'll pay the service charge(the amount charged by the organisation you're calling). You'll find more information in our guide changes to numbers starting 08, 09, 116 and 118
     

Anytime Mobile Calls plan

The following calls from your landline (for up to one hour) are inclusive as part of your plan at any time of the day or week:

  • calls to UK landlines with numbers starting 0102 and 03
  • calls to 0800 and 0808 numbers
  • 1,000 minutes to call UK mobile numbers (excluding Jersey, Guernsey & Isle of Man)
  • calls to international landline numbers (30 countries) subject to a 1,000 minute fair use policy
  • the access charge for 0845 and 0870 numbers (11p per minute) - you'll pay the service charge(the amount charged by the organisation you're calling). You'll find more information in our guide changes to numbers starting 08, 09, 116 and 118.


International Calls Extra

If you take the Anytime and Mobile calls package, for just another £5 per month you get 500 minutes to 52 additional international destinations. You'll find more details in our EE TV, Broadband & Home Phone Price Guide (.pdf).


Previous calling plans

Some of our older plans with off peak, or evening and weekend in their name include evening calls to UK landlines starting with 01, 02, and 03. They also include the access charge for 0845 and 0870numbers - you'll pay the service charge (the amount charged by the organisation you're calling). You'll find more information in our guide changes to numbers starting 08, 09, 116 and 118.

Evening calls are from seven in the evening until seven the following morning, and weekend calls start at midnight on Friday night to midnight on Sunday night). 


One hour call limit

You can make calls using your call package’s inclusive allowance for up to one hour. You can redial as often as you like.

If your call exceeds 60 minutes, a 15p connection charge will apply and you’ll be charged per minute for your call. So, simply hang up before 60 minutes and re-dial.

You'll find a breakdown of all our call charges and countries included in our Anytime Mobile call plan in our EE TV, Broadband & Home Phone Price Guide (.pdf).

Which call plan am I on?

You can check which inclusive calls you get with your package by viewing you bill online. See the section how to open my bill.

In the example below, the customer is on our Anytime Mobile Calls plan.

Checking calls I've been billed for

To see a summary of, and itemised list of the calls you made and have been charged for select Latest bill (or All bills to choose a previous bill) found under MY BILLS.

When you check your bill, you can see a breakdown of different types of calls that you could pay for in the Usage summary field.

  • UK Landline - these are the normal landlines that you'll use to call friends and family. They'll start with 01, 02 or 03
  • UK Mobile - this is any calls made to UK Mobiles
  • international - these are all numbers that are based outside the UK
  • other - these are premium rate numbers that usually start 09
  • non-Geo Local - these are numbers that don't have an area code (non-geo or geographic) such as 0845, 0870 or 0844

To see an itemised list of the calls you've made, simply select the type of call you'd like to see. You can also move down the page.

On your itemised bill, you can see:

  • the date and time the call was made
  • the number you called
  • the type of call it was (e.g. UK Landline or UK Mobile)
  • how long the call lasted
  • how much you were charged - if the cost shows as £0.000 the call was included as part of your package

Tip: If you've got a mobile phone bundle as part of your plan, you'll see a tick if the call was included as part of your plan.

For calls not included in your plan, you'll find a list of call charges in our EE TV, Broadband & Home Phone Price Guide (.pdf).

Checking my recent usage

Recent usage lets you see a summary and itemised list of the calls you've made since your last bill. To view your recent usage from your account:

Select Recent usage found under MY BILLS.

A summary of your unbilled usage will be displayed - this shows the duration and cost of any calls you've made to UK landlines, UK mobiles, Non-geographic numbers, international numbers.

To see an itemised list of the calls you've made:

Select the type of call you'd like to see - in the example below we'll look at UK Mobile calls.

You'll see the date of the call, the time it was made, the number called and the type of call made.

It also shows if the call was part of your plan, the duration of the call and cost of the call.

To view other calls types, select Back to bill summary and choose a different call type. You can also move up and down the page.

For an explanation of call charges, and calls included as part of your package see the section inclusive calls and ones I pay for.

How many minutes have I got left?

By selecting Recent usage under MY BILLS you can work out how many minutes you've got left each month.

Anytime and Mobile Calls

If you're on our Anytime and Mobile Calls plan, you'll get unlimited calls to UK landlines starting 0102or 03 using your landline at any time. 

The plan also includes the access charge for 0845 and 0870numbers - you'll pay the service charge (the amount charged by the organisation you're calling). You'll find more information in our guide changes to numbers starting 08, 09, 116 and 118.

Mobile calls bundle

The duration of calls you've made to UK Mobile calls will give you a good idea of the number of minutes you've used in your bundle. There may also be some UK Mobile calls in the Other section. Simply select the call type e.g. UK Mobile to see an itemised list of your calls.

The calls with a tick next to them are included in your mobile bundle.

International numbers

Calls to your inclusive international landline numbers are subject to a 1,000 minute fair use policy. You'll find the total number of minutes you've made to all international numbers in your usage summary:

Click on International to see an itemised list of international calls you've made. Look at calls with a cost of £0.00 to add up how many free international calls you've made.

Weekend Calls

If you're on our Weekend Calls plan, you'll get unlimited calls to UK landlines. That's numbers starting with 0102 or 03 using your landline at any time at the weekend (from midnight on Friday night to midnight on Sunday night).

The plan also includes the access charge for 0845 and 0870 numbers - you'll pay the service charge(the amount charged by the organisation you're calling). You'll find more information in our guide changes to numbers starting 08, 09, 116 and 118.

Charged for a call I didn't make

If you see a call that you don't recognise, there are a few things that you can do. Remember that all the numbers showing on your bill have been dialled from your number:

Check devices attached to your phone line

Some devices, such as alarm systems will connect to your landline and make calls. The number could've been dialled by one of these products.

Who has access to your landline?

  • it could be that a housemate or family member has been using the landline and hasn't told you
  • don't forget that you can print the whole bill by using the Print All option if that makes it easier to check these numbers with the other members of your household

If you've spoken to everyone who uses the landline and you're sure the numbers haven't been dialled from your line, give us a call

Can I block calls from being made on my line?

If you want to stop outgoing calls on your line, you can block all outgoing calls.

Alternatively, you can block calls to certain types of number. These include:

  • calls to international numbers
  • call to UK Mobiles
  • calls to premium rate numbers – these are the ones that start 09

If you'd like to go ahead with one of these options, give us a call. We'll be happy to make the changes, which should be applied in about 5 days.

Who will I be billed by?

Your broadband bill will appear on your bank or credit card statement from Orange Home.

Your bills option

How to open my bill

To open your bill:

From MY BILLS, select Your bills.

Here, you can choose to view your latest bill or previous bills - simply select Download next to the bill you'd like to view.

Your bill will open.

What does my bill look like?

Here's a sample bill and a description of the key parts of your bill.

1 - Bill summary

The first page of your bill shows a summary of your account, to include the balance from your previous bill, the payment received and total charges for this month's bill.

2 - Amount due

This shows the amount outstanding on your account for this month.

3 -  Estimated date payment will be taken

We'll show how much will be taken from your card or bank account and the estimated date we'll take your payment.

 Move down to page four on your bill.

4 - Your plan

This shows details of your plan and a breakdown of your monthly charges for your broadband plan and home phone line rental. In the example below, you can see:

  • the costs for your broadband and calls plan
  • the cost for your line rental

Tip: see extra's and discounts if the cost of your plan is higher than expected.

Note: if you're new to EE or have recently changed your plan or billing date, you may see more than one charge for your broadband plan and line rental.

5 - Extras and discounts

This shows any additional charges or credits on your account, for example:

  • any promotional discounts
  • costs for any additional calling features on your line
  • any late payment fees or credit card surcharges

You'll find more details about the types of charges you might see in the section what one off charges might I see?

6 -  How you used your plan

This shows a summary of phone calls you've made on your landline that are included in your plan.

7 - Additional usage and costs

This shows the cost of calls you've made which are chargeable.

8 - Your savings

This shows how much the calls included in your plan have saved you on this bill.

9 - Totals

Shows a summary of your plan, any extras or discounts and additional charges and an overall total for this month's bill.

10 - Your itemised breakdown

Lists all the calls you've made for this bill and shows:

  • the date the call was made
  • the day the call was made
  • the time you made the call
  • the number you called
  • the place you called (or the network if a mobile or non-geographic number)
  • calls within plan allowance
  • the duration of the call
  • the cost of the call

You can return to your account, using the back button in your browser. Or if you close the link by mistake, go to ee.co.uk/youraccount.

 

 

What one off charges might I see?

There are few other things you might see on your bill under account charges.

  • new line engineer visit: £60 - this might be required if your property does not have a BT compatible phone line already in place (a BT compatible phone line is required to join EE Broadband or Fibre Broadband
  • Fibre Broadband connection charge: £50
  • joining deposit: £10 - this charge applies if you join up through one of our stores - this charge will be refunded by your second bill
  • converting your phone line to a BT compatible line: no charge - this charge will apply if you are switching from a broadband supplier that doesn't use BT compatible lines such as TalkTalk or Sky
  • connection charge for customers living outside the EE standard broadband network area: £30
  • Bright Box wireless router postage and packaging charge: £6
  • Fibre engineer missed appointment charge: £108 - this is payable if you have been booked in for a Fibre Broadband installation and cancel without providing 48 hours notice
  • new phone line missed engineer appointment charge: £108 - this is payable if you have been booked in for a new phone line and cancel without providing 48 hours notice
  • Line Rental Saver: £189 - non-refundable pre-payment of your phone line rental for 12 months. You will then see a credit applied to your account each month for 12 months
  • Line Rental Saver: £283.50 - non-refundable pre-payment of your phone line rental for 18 months. You will then see a credit applied to your account each month for 18 months
  • breaching a data limit on your broadband and calls plan: £10 - if you are on a broadband plan that has a monthly data limit, this charge will be applied to your account each month you exceed your limit
  • bill late payment charge: £2 - this charge will be applied for failed Direct Debit or credit card bill payments
  • payment of bill by non-direct debit (per bill): 50p This includes payment by debit or credit card (also known as Continuous Authority Mandate or CAM)

You might also see refunds or goodwill credits.

When will I be billed?

We'll bill you at the same time each month for your service. We'll send an email to your preferred email address to let you know your bill is ready to view online.

You'll also find an estimate of when your payment will be taken in the Amount due section on page 2 of your bill.

How does Line Rental Saver work?

You can choose to pay for your line rental up front. After first signing up or taking our Line Rental Saver option we'll bill you in advance for a year's line rental costs. In the example below, the extras and discounts section of your online bill shows:

  1. The cost of your line rental on this bill (don't worry - 3 shows how we'll credit this back to your account).
  2. A year's upfront Line Rental Saver cost (you'll see this on the next bill after taking Line Rental Saver).
  3. The Line Rental Saver discount credit - this covers the cost of your line rental and will appear on your bill each month for 12 months.

Inclusive calls and ones I pay for

If you join our Fibre Broadband or standard broadband service, you'll get a landline calls plan as part of your service. Our Home Phone plans come with either Weekend calls or Anytime and Mobile calls.

You'll find the name of your plan and more details about what's included by selecting Your plan in the Account details section of your account. See which call plan am I on? for more help.
 

Weekend Calls plan

With Home Phone, the weekend starts at midnight on Friday night and finishes at midnight on Sunday night. During this time, the following calls from your landline (for up to one hour) are included as part of your plan:

  • calls to UK landlines with numbers starting 0102 and 03
  • calls to 0800 and 0808 are free at any time
  • the access charge for 0845 and 0870 numbers (11p per minute) - you'll pay the service charge(the amount charged by the organisation you're calling)

You'll find more information in our guide changes to numbers starting 08, 09, 116 and 118.
 

Anytime + Mobile Calls plan

The following calls from your landline (for up to one hour) are inclusive as part of your plan at any time of the day or week:

  • calls to UK landlines with numbers starting 0102 and 03
  • calls to 0800 and 0808 numbers
  • 1,000 minutes to call UK mobile numbers (excluding Jersey, Guernsey & Isle of Man)
  • calls to international landline numbers (30 countries) subject to a 1,000 minute fair use policy
  • the access charge for 0845 and 0870 numbers (11p per minute) - you'll pay the service charge(the amount charged by the organisation you're calling)

You'll find more information in our guide changes to numbers starting 08, 09, 116 and 118.
 

International Calls Extra

If you take the Anytime and Mobile calls package, for just another £5 per month you get 500 minutes to 52 additional international destinations. You'll find more details in our EE TV, Broadband & Home Phone Price Guide (.pdf).
 

Previous calling plans

Some of our older plans with off peak or evening and weekend in their name include evening calls to UK landlines starting with 0102 and 03.

They also include the access charge for 0845 and 0870 numbers - you'll pay the service charge (the amount charged by the organisation you're calling). You'll find more information in our guide changes to numbers starting 08, 09, 116 and 118.

Evening calls are from seven in the evening until seven the following morning and weekend calls start at midnight on Friday night to midnight on Sunday night).

One hour call limit

You can make calls using your call package's inclusive allowance for up to one hour. You can redial as often as you like.

If your call exceeds 60 minutes, a 15p connection charge will apply and you'll be charged per minute for your call. So, simply hang up before 60 minutes and re-dial.

You'll find a breakdown of all our call charges and countries included in our Anytime Mobile call plan in our EE TV, Broadband & Home Phone Price Guide (.pdf).

Which call plan am I on?

You'll find the name of your plan and more details about what's included in your home phone plan by selecting Your plan in the MY PROFILE section of your account.

In the example below, 1 shows the plan name and 2 shows the calls types included in your plan.

Note: For 0845 and 0870 numbers the access charge (11p per minute) is included - you'll pay the service charge (the amount charged by the organisation you're calling). You'll find more information in our guide changes to numbers starting 08, 09, 116 and 118.

Checking calls I've been billed for

You'll find a summary and itemised list of the calls you made and have been charged for in your bill. You can do this from the BILLING menuChoose View your bills then select Download next to the bill you'd like to view.

Move down to page four of your bill.

1 - How you used your plan

This shows a summary of phone calls you've made on your landline that are included in your plan.

2 - Additional usage and costs

This shows a summary of calls you've made which are chargeable.

3 - Your savings

This shows how much the calls included in your plan have saved you on this bill.

4 - Totals

Shows a summary of your plan, any extras or discounts and additional charges and overall total for this month's bill.

5 - Your itemised breakdown

This shows all the calls you've made for this bill.

  • the date the call was made
  • the day the call was made
  • the time you made the call
  • the number you called
  • the place you called (or the network if a mobile or non-geographic number)
  • calls within plan (you'll see a tick if the call was included or a cross if not)
  • the duration of the call
  • the cost of the call

You can return to your account, using the back button in your browser. Or if you close the link by mistake, go to ee.co.uk/youraccount.

For calls not included in your plan, you'll find a list of call charges in our EE TV, Broadband & Home Phone Price Guide (.pdf).

Checking my recent usage

Recent usage lets you see a summary and itemised list of the calls you've made since your last bill. To view your recent usage from your account:

From MY BILLS select Recent Calls.

A list of phone calls you've made since your last bill will be displayed to include:

  • the date / time the call was made
  • the number you called (dialled number)
  • the place you called (or the network if a mobile or non-geographic number)
  • the duration of the call
  • the cost of the call
  • calls within plan (you'll see a tick if the call was included or a cross if not)

For an explanation of call charges and calls included as part of your package see the section inclusive calls and ones I pay for.

How many minutes have I got left?

If you're on our Weekend Calls plan, you'll get unlimited calls to UK landlines. That's numbers starting with 0102 or 03 using your landline at any time at the weekend (from midnight on Friday night to midnight on Sunday night).

The plan also includes the access charge for 0845 and 0870 numbers - you'll pay the service charge (the amount charged by the organisation you're calling). You'll find more information in our guide changes to numbers starting 08, 09, 116 and 118.

Anytime and Mobile Calls

If you're on our Anytime and Mobile Calls plan, you'll get unlimited calls to UK landlines starting 0102or 03 using your landline at any time.

The plan also includes the access charge for 0845 and 0870 numbers - you'll pay the service charge (the amount charged by the organisation you're calling). You'll find more information in our guide changes to numbers starting 08, 09, 116 and 118.

Mobile and international calls

You'll find a summary of calls you've made to mobile and international numbers in recent calls.

From MY BILLS select Recent Calls.

Select the option display as bar chart.

A graph will show the duration of all calls you've made to mobile numbers and international numbers.

If you've made chargeable calls to mobile or international numbers, you can work out how many minutes you've got left by adding up the call duration for calls within plan.

Charged for a call I didn't make

If you see a call that you don't recognise, there are a few things that you can do. Remember that all the numbers showing on your bill have been dialled from your number.

Check devices attached to your phone line

Some devices, such as alarm systems will connect to your landline and make calls. The number could have been dialled by one of these products.

Who has access to your landline?

  • it could be that a housemate or family member has been using the landline and hasn't told you
  • don't forget that you can print your bill if that makes it easier to check these numbers with the other members of your household

If you've spoken to everyone who uses the landline and you're sure the numbers haven't been dialled from your line, give us a call.

Can I block calls from being made on my line?

If you want to stop outgoing calls on your line, you can block all outgoing calls.

Alternatively, you can block calls to certain types of number. These include:

  • calls to international numbers
  • call to UK mobiles
  • calls to premium rate numbers - these are the ones that start 09

If you'd like to go ahead with one of these options, give us a call. We'll be happy to make the changes, which should be applied in about 5 days.

Who will I be billed by?

Payments will appear on your bank or credit card statement as EE Broadband.

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+.