MY MOBILE BILL CHARGES EXPLAINED

EE
EE

There may be a time when your EE bill is not what you expected, below are reasons why you may have been charged:

Your first EE bill

Receiving your first bill

You’ll get your first EE bill in the post from us around 7 days after you join EE. 

What your bill will cover

Your first bill will cover the cost of your plan. It will include a number of services, depending on what you use, including:

  • Monthly plan charge –the charge you pay for your active device line. This is charged one month in advance from the date you joined EE 
  • Extra services - such as international minutes or picture messages if you chose to add them 
  • Device charges  - if you were required to pay an amount towards your device, or a delivery charge, the charges will be shown on your bill, but your upfront payments will also show on your bill on page 1 as a payment received

Paying your first bill

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

Go to make a payment >

Future EE bills

Unless you have asked us for paper bills, you’ll receive your second bill and all future bills online through My EE  We’ll send you a text message or email to let you know when it is online and ready to view.  

Paper bills & Itemised billing

If you would like to stop or start receiving paper bills or itemised billing please get in touch and speak to a customer service advisor who will support your request.

Add - ons

You can buy add-ons at any time.

They will appear under the following sections of your bill, depending on which add-on you bought.

One-off charges and credits – Find out more under Device & One-off charges on this page

Your monthly plan charges - Find out more below

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

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.

Usage outside your allowance

Your bill will always show this information under the section called What you used outside of allowance

Here are some examples of services that tend not to be covered and will be charged for, unless you have purchased an add-on:

If you've called any of the following:

  • numbers beginning with 084, 087, 070 (personal numbers), 118 (directory enquiries) or 09 (premium rate services e.g. competition lines or television shows)
  • third party content providers (usually a premium rate charge)
  • access or call forwarding numbers (unless the number starts with 0207 or 0208)
  • calls to any international number/s whilst you’re in the UK
  • calls to any number/s whilst you are abroad this is known as roaming

If you've text the following:

  • picture messages (also known as MMS e.g photos, videos & images)
  • third party content providers (usually a premium rate charge)
  • any international number/s whilst you’re in the UK
  • any number/s whilst you're abroad

Check your price plan  

You can check what usage is included in your monthly price plan allowance by referring to the Monthly plan charges section of your bill, or by reading your price plan brochure.  

Part charges

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

This will occur if you have:   

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

If you have changed your price plan or telephone number

You will 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 have changed your payment date 

You will 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 have added another line 

You will 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 

Device & One-off charges

Device charges

If you paid an amount towards your device, or have paid to get your device unlocked, the charge will appear in the one-off charges and credits section of your bill. The amount you would have paid when you ordered your device can be found on page 1 of your bill, and will show as a Payment received.

Things to know: Device charges are always shown on your bill without VAT, however the price you paid when you ordered your device would have had VAT included.  For example, if you paid £49.98 towards your device, the device cost will show as £42.50 on your bill in the one-off charges and credits section but your debit or credit card payment will show as £49.98 on page 1 of your bill.

Please note: You bill is your receipt, and proof of purchase for your device, so remember to keep it safe.

One-off charges

One-off charges or credits on your bill will normally apply to things like:

  • Add-ons for services purchased, such as extra data or roaming
  • A non voice charge which is if you have unlocked your device
  • If we have to re-issue a bill at your request 

When a Direct Debit request isn't paid by your bank

Early termination charges, for leaving before the end of your contract (during your minimum term)

If you have paid by any payment method other than Direct Debit a monthly charge (Separate Payment Handling Charge) will be applied each month 

Charges owed for an EE device purchased

Deposits & VAT

Deposits

There are two types of security deposits that you could be asked to pay; they are: 

  1. registration deposit - we might ask for this when you want to join EE. This is so we can activate your account, and you can use the EE network
  2. feature deposit - we might ask for this 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 released automatically to your mobile account once you've built a good payment history with us. Payment of your bills by the due date every month will help this.

VAT

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

The VAT charge is calculated on page 1 of your bill and shown next to Amount due. This is the amount for you to pay with VAT included.

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 purchases of content and add-on services, such as premium rate purchases, such as music purchases, competition entries or voting on television shows  

Charges not subject to VAT

Any charges on your account not subject to VAT will show on page 1 of your bill with the description VAT charged at 0% or VAT exempt alongside it.    

VAT invoices

If you require a VAT invoice of your payments, you will be able to request this by getting in touch with a Customer Service Advisor who will be happy to support your request.  

Please note: There will be a £1.50 charge per paper copy requested.

 

Other EE services (App charging)

App Charging is also known as operator billing. It allows products and services from an App Store like Google Play, Apple store etc. to be billed to your EE account, instead of being paid for by a debit or credit card. 

How App charging is paid for:

  • if you have a Pay As You Go account, the charges will be taken from your credit
  • if you have a Pay Monthly account the charges will be added to your monthly bill 

These will appear in the ‘Other EE Services’ section of your bill, and will be next to a brief description of the service you purchased such as:

  • EE App Store / EE App World
  • Nokia Marketplace
  • Music Store
  • Video on Demand

It may also show as:

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

App charging limits  

There is a limit of £15 per purchase made via your EE account. Any purchase over this amount cannot be billed to your EE account, and you will be asked to pay by debit or credit card instead.  

Questions or issues with your app purchases  

For issues relating a 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.

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

App refunds

If you have a problem regarding content purchased, and, are given a refund, this will be given as a credit for you to spend towards a future app purchase, and not as a credit on your EE bill.   

Orange
Orange

There may be a time when your Orange bill is not what you expected, below are reasons why you may have been charged.

Usage outside your allowance

Not everything is included in your allowance, so some activities mean extra charges.

Examples of this could be:
  • calls or texts to numbers abroad
  • calling 0845 or 0800 numbers (or any premium rate services)

Check the details of your price plan for more information on what's included.

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

Paper bill charges

t costs us more to produce paper itemised bills, so we charge an itemised billing fee to cover our costs.

To avoid the fee you can choose e-billing instead, that way you’ll receive free itemisation online. To switch to e-billing and cancel your paper bill please get in touch with our customer service adviors who will be happy to support your request.

Non-direct debit administration charge

The Non Direct Debit charge is the monthly administration fee, as advised in the network terms and conditions for pay monthly customers. 
 
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

The Late Payment fee is applied the second time a Direct Debit is been returned unpaid by the bank because of insufficient funds.

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. 

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 that is not provided by EE. Things like music, games, charity donations, or voting on television shows.

Use our third party service checker and simply enter the 5, 7 or 9 digit number that appears on your bill to get more information.

Sometimes the charge is a one-off and will only appear on your bill once . Other times it may be for a subscription-based service which 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

Unsubscribing to services

  • You can unsubscribe from a single service by sending an SMS containing the word 'STOP' to the short code number that has been billing you
  • Sending ‘STOP ALL’ should stop all messages from that short code to the short code number that has been billing you

Please note: It can take up to 48 hours for the messages to stop coming through. 

Because these premium rate services are not provided by EE, you will need to contact the company responsible for the service directly if you have any queries, including any questions about billing or charges. Should you wish to make a formal complaint about a premium rate service provided by a company other than EE, please contact Phone-paid Services Authority who regulate premium rate services on behalf of Ofcom.

Moving from Orange to EE

If you're moving or have moved to EE from Orange find out more about your bills.

T-Mobile
T-Mobile
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Sometimes, the price of something saved in your basket may change. If it does, we’ll let you know in case you want to change your mind about ordering it. Current prices shown on our sales pages will apply.

T-Mobile bill charges explained

Add - ons

You can buy add-ons at any time.

They will appear under the following sections of your bill, depending on which add-on you bought.

One-off charges and credits – Find out more under Device & One-off charges on this page
Your monthly plan charges - Find out more below

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

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.

Usage outside your allowance

Not everything is included in your allowance, so some activities mean extra charges.

Examples of this could be:

  • calls or texts to numbers abroad
  • calling 0845 or 0800 numbers (or any premium rate services)
  • calls to your voicemail

Check the details of your price plan for more information on what's included.

Premium rate services

Premium rate numbers offer services that are charged through your phone bill, these could include competition entries, TV show voting or adult content. These numbers are charged at a higher rate and are not included in your allowances.

Access and call forwarding numbers

When calling an access or call forwarding number, your call is forwarded on to another number or destination, but you’ll be charged based on the number you dial.

Charges for calling 07, 08, 09 and 118 numbers

Please note, charges to certain service numbers may no longer be up-to-date in price guides listed below. For current charges, view our Help article on charges for calling non-geographic numbers >

Non-standard charges: - Non standard charges for consumer Mix It/U-Fix,SIM Only Fixed and Solo Fixed plans (.pdf 728KB) >

 

Deposits

There are two types of security deposits that you could be asked to pay; they are: 

  1. Registration deposit - we might ask for this when you want to join T-Mobile. This is so we can activate your account
  2. Feature deposit - we might ask for this when you ask us to activate certain services, like Roaming (so you can use your phone abroad) or international and premium calls

They are both called 'Deposit for Service' on your bill.

Getting your deposit back

Your deposit will be released automatically to your mobile account once you've built a good payment history with us. Payment of your bills by the due date every month will help this.

Part charges

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

This will occur if you have:   
  • changed your price plan 
  • changed your payment date 
  • transferred or changed your telephone number 
If you have changed your price plan  

You will see the following charges in the section of your bill called ‘Your monthly plan charges’:

  • a calculated refund of the old plan (because it was paid one month in advance)
  • a calculated charge for the new plan (to cover the date the charge became effective, until your bill date)
  • a charge for the new price plan, equal to one month in advance  
If you have changed your payment date 

You will see the following charges in the section of your bill called ‘Your monthly plan charges’:

  • a calculated refund of the price plan up to your original bill date
  • a calculated charge for your price plan up to you new bill date 
  • a charge for your price plan, equivalent to one month in advance, based on your new bill date
Transferring or changing your number 

You will see the following charges in the section of your bill called ‘Your monthly plan charges’:

  • a calculated refund of the old phone number (because it was paid one month in advance)
  • a calculated charge for the new phone number (to cover the date the new number became effective, until your bill date)
  • a charge for the new phone number, equivalent to one month in advance

Part free charges

If you reach the end of your allowance during a call you’ll see a 'Part Free' charge on your bill. This just means we've charged you for the bit of the call that wasn't included in your allowance.

Failed payments

Below are some of the most common reasons for declined or failed payments.

Failed direct debit payment

Insufficient Funds:

If we can’t collect your Direct Debit because there are insufficient funds in your account, we’ll send you a text message to advise that it has failed.  We’ll try one more time to take the payment four days after the original due date. 

This will give you time to make funds available in your account. However, if the Direct Debit fails for a second time, we won’t try to take the payment again, and we’ll add a ‘Failed Payment Charge’ to your account. 

We’ll also cancel your Direct Debit, so you’ll need to pay using an alternative payment method and set up a new Direct Debit.  

Other Reasons: 

If your Direct Debit fails for any other reason, we won’t attempt to collect the funds a second time.  We’ll cancel your direct debit, and add a ‘Failed Payment Charge’ to your account.

Please be advised that Direct Debit is our preferred payment method. A ‘Separate Payment Handling Charge’ will apply when paying by all other methods.

Failed debit or credit card payment

Payments made by credit or debit card can fail or be rejected for a number of reasons.  If your payment has been declined try contacting card issuer to confirm there’s no issue with your account or their service.

Calling customer services

The cost of a call to customer services depends on your price plan.

  • If you're a pay monthly customer, you won’t be charged from your T-Mobile phone
  • If you're a pay as you go customer and the call is made from your T-Mobile phone, you’ll only be charged if you choose to speak to a customer service agent

Find out more by reading our customer service charges help article 

Charges from other complanies

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 that is not provided by EE. Things like music, games, charity donations, or voting on television shows.

Use our third party service checker and simply enter the 5, 7 or 9 digit number that appears on your bill to get more information.

Sometimes the charge is a one-off and will only appear on your bill once . Other times it may be for a subscription-based service which 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

Unsubscribing to services

  • You can unsubscribe from a single service by sending an SMS containing the word 'STOP' to the short code number that has been billing you
  • Sending ‘STOP ALL’ should stop all messages from that short code to the short code number that has been billing you

Please note: It can take up to 48 hours for the messages to stop coming through. 

Because these premium rate services are not provided by EE, you will need to contact the company responsible for the service directly if you have any queries, including any questions about billing or charges. Should you wish to make a formal complaint about a premium rate service provided by a company other than EE, please contact Phone-paid Services Authority who regulate premium rate services on behalf of Ofcom.

Moving from T-Mobile to EE

If you're moving or have moved to EE from T-Mobile find out more about your bills.

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+.