Managing a payment arrangement plan

If you’ve missed a mobile bill, a payment arrangement can help you get back on track. It lets you pay off what you owe in manageable steps.

What’s included in a payment arrangement?

• A new airtime plan with unlimited UK calls and texts, plus a new data allowance.
• We’ll pause your regular device payments until your arrangement is complete.

You can make payments online via the EE website:

• login to the EE website
• go to Bills & Payments
• select Make a payment
• follow the steps shown, you'll need your debit or credit card details

Or, you can make payments by:

• calling 360 via our automated payment line
• texting PAY to 150 from your EE mobile
• calling 150 or 0800 956 6000 to speak to an EE Guide

Calls to these numbers are free.

You may need to make payments for both your device agreement and your plan.

You’ll find your payment amount:

• in your confirmation letter
• in the EE app under Payment Support
• or by calling 150 for free

We’ll also text you a few days before your payment is due with a recommended amount.

You’ll need to make two separate payments – one for your device and one for your airtime.

To keep your arrangement active, you must pay the agreed minimum amount each month. At the end of the arrangement, your balance should be fully paid.

If you miss a payment, we’ll have to cancel your arrangement, and the full outstanding balance will need paying immediately. 

If we cancel your arrangement:

• Your frozen device payments will be added to your outstanding balance, which will need to be paid in full.
• You'll return to your original airtime plan(s) or the nearest equivalent and be charged the original amount.
• We’ll report late and missed payments on your credit file, which could affect your chances of getting credit or services from other providers.
• We’ll partially suspend your services - you won’t be able to make calls, send text messages or use your mobile data. You’ll still be able to call the Emergency Services (999, 112).

We’ll pause your regular payments, but:

• You’ll still be charged for insurance and Add to Plan items.
• We’ll cap any extra charges outside your plan where possible, to help you avoid surprises.

Yes – payment arrangements and any missed or late payments will show on your credit file. This could impact your ability to get credit in the future.

We’ll freeze your device payments during the arrangement. Once it ends:

• Your payments will restart.
• Your device agreement will be extended by the same number of months your payments were paused.

Example: If your arrangement lasts 3 months, we’ll add 3 months to the end of your device plan.

We’ll move you back to your original airtime plan (or a similar one if it’s no longer available).

Your device payments will resume, including any that were paused.

Your Direct Debit will have been cancelled when you started the arrangement.

To set it up again:

• Airtime plan only? Use the EE app or website
• device + airtime plan? Call us on:
  150 from your EE phone
  0800 956 6000 from any other phone

Prefer to pay manually? You can do that too – call or pay online.

If you’re struggling financially, there are free, confidential services that can help. If you do ask for help, please call us and we’ll put your account on hold.

You can get support from the following debt charities: