Why your EE Mobile bill might be higher than usual

Some calls and texts are not included in your plan. You will see extra charges if you use any of the following:

Chargeable call types

• Numbers starting with 070, 084, 087 or 09
• 118 directory enquiries
• Forwarding numbers that do not start with 0207 or 0208
• Calls made when roaming outside the UK or the Republic of Ireland (ROI)
• Services provided by third party companies
• Premium Rate Services

Chargeable text types

• Photo messages, including pictures and videos
• Texts sent when roaming inside or outside the European Union (EU)
• Text services from third party companies

Photo messages are not included in your plan and each one has a fixed cost.

Your device may automatically convert a text to a photo message if:

• the message includes an emoji
• the message is too long
• it is a group message

These charges appear under Photo messages on your bill. The way your message sends depends on your device, your messaging app and the person you are contacting. It is not due to the EE network.

If you send photo messages regularly, you can buy an add-on that gives you a monthly allowance at a lower cost.

Check your add-ons in the EE app

You may see one-off charges or credits under Extra charges. These are some of the most common:

One-off charges

• Add-ons, such as extra data or roaming add-ons
• A charge applied after two or more late payments
• A bill reissue charge for a printed bill
• A payment failure charge if your Direct Debit or cheque does not go through
• An insurance excess fee, based on your insurance or extended warranty terms

Remaining contract charges

You may see charges if you leave early or make account changes:

• Early termination charge
  You will pay this if you are in your minimum contract term with more than 30 days left. It is calculated from the date you ask to leave until the end of your term.
• Notice period charge
  You will pay this if you are in the last 30 days of your minimum term or already out of contract.

You may see extra charges if you upgrade, unlock your device or make a payment towards a device.

These may include:

• A delivery charge
• An equipment charge, shown as your device name on your bill
• A charge to unlock your device
• An equipment credit if we owe you money towards your device

Find out more about understanding your bill after an upgrade.

Part charges appear if you make changes part way through your billing month. These changes can include:

• upgrading
• buying an add-on mid-month
• changing your price plan, device plan or number
• changing your bill date
• adding another line, such as a phone, tablet or SIM

You may see part charges such as:

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

Your charges return to normal next month unless you make more changes.

In some cases, we ask for a security deposit based on your credit check. This allows you to join EE or use certain services.

You may be asked to pay a deposit when:

• you join EE and we activate your account
• you activate services such as Full Roaming, International Call or Premium Rate Calls

Both types appear as Deposit for Service on your bill.

Your deposit is automatically refunded once you have built a good payment history.

You can view a near real-time estimate of your next mobile bill when you sign in to My EE on the EE website. It shows:

• your plan cost, including any discounts
• one-off charges and credits
• usage outside your plan, such as calls or app store charges
• any part charges or credits after an upgrade or account change

It is a helpful guide, but it may not include every charge if you have multiple discounts. Always check your full bill when it is produced.

View your next bill estimate on the EE website:

1. Go to My EE and sign in.
2. Select Manage.
3. Select Billing.
4. Select Your next bill estimate.
5. You'll see a breakdown of your next bill's estimated charges.