What to do if you're struggling to pay
If you’re experiencing financial difficulties and are unable pay, don’t worry, we're here to support you through difficult times. Depending on your situation there are some things we can do to help.
How we can help:
- agreeing a suitable payment arrangement
- giving you more time to pay
- providing information about specialist free debt advice.
It’s important to know that some of support options might impact your credit file.
There is no impact to your credit file by contacting us and having a conversation about your circumstances.
If you’re struggling, please call us and you can speak to one of our friendly EE Guides. The sooner you get in touch the better.
How to contact us:
- if you're an EE mobile customer, call us from any phone
- if you have one of our broadband hubs, call 150 from an EE phone or 0330 123 1105.
There are also some things you can do which could help paying your bill more manageable:
- change your payment date to one that suits youIf you pay by Direct Debit, you can change your payment date online or on the EE app. Learn more about Direct Debits.If you don’t pay by Direct Debit, you can still change your payment date by calling us
- make part payments throughout the monthYou can make smaller payments throughout the month at a time that suits you.
There are actions you can take to reduce your usage and bills. Find out how to reduce your bills and manage spending here.
Support available for low-income households
We have some basic plans for Mobile, Broadband and Telephone, exclusively available to customers on one or more of the following benefits:
- Universal Credit
- Guarantee Credit element of Pension Credit
- Jobseeker’s Allowance
- Income Support
- Employment and Support Allowance.
What happens if you don't pay your bill
We know it can be hard to talk about money issues, but the best thing to do if you’re struggling to pay is speak to us. We’re here to listen to you and do everything we can to support you through difficult times.
It is important that you know that if we don’t hear from you your service may be affected. This could include disconnection. The debt could then be passed to a third-party debt collection agency to be recovered on our behalf.
Late payment charges may apply. You can view all pay monthly mobile charges here.
What to do if your Direct Debit fails
We understand these things happen, we’ll make a second attempt to collect the payment around 7 days later.
If the second attempt fails, and you haven’t made a payment already, your Direct Debit will be cancelled, and a failed Direct Debit charge may be applied to your account. You can find details on charges here.
To avoid disruption to your service you’ll need to pay your outstanding balance or have arranged a support plan with us.
You can make a payment through the EE website or the app.
How to make a payment online or through the EE app
- Download or open the EE app
- Select Manage
- Select Billing
- If you’re an EE Mobile customer, choose EE Mobile.
- If you have a Smart Hub (2023), choose EE Broadband.
- If you’ve got one of our other hubs, you'll be redirected and taken to your bill.
- Scroll down the page and follow the link to make a payment.
You can also call EE from any device to make a payment over the phone for your EE mobile bill.
How to get more support
If you’re struggling with your finances, there are several free independent debt advice services that can help. They will give you free and confidential advice and aim to find solutions that are best suited to you and your circumstances. Here are a few:
- National Debt Line - Freephone 0808 808 4000A debt charity set up to give free independent debt advice over the phone and online.
- StepChange Debt Charity - Freephone 0800 138 1111Their advice is free and confidential, and they offer a wide range of solutions. They also have a useful debt assessment and management tool.
- Citizens AdviceThey provide knowledge and support in a wide range of issues free of charge.