Help if you can't pay your bill

We’re sorry to hear you’re having trouble paying your bill – we understand things can change.

If you’re struggling to pay your bill, it’s important you let us know as soon as possible so we can support you and come up with a solution to potentially make your payments more manageable.

Find out how to reduce your bills and manage your spending.

There are a few things to know before you cancel your plan.

Find out more about how to cancel your contract after 14 days

If you can’t pay your bill, please contact us and we will do everything we can to support you.

However, if we don’t hear from you, we will have to suspend your service and you won’t be able to use our network until you clear any outstanding balance.

We will also notify credit referencing agencies that you’ve missed payments. This information can be used by other lenders and will affect your credit rating and ability to gain future credit.

If this happens, we may also:

• add a termination fee to your account in line with your terms and conditions
• pass on your details to a debt collection agency who may add their own charges and fees to recover the debt

Before you can change your bill date, you’ll need to clear any outstanding payments.

To change the date, you'll need to call us.

If you miss a payment, we may add a charge to cover admin costs.

We’ll show you details of the charge in the EE app or when you're logged in to EE. It will show on your next bill as a one-off charge.

If your Direct Debit fails, we’ll try again about 7 days later.

If this also fails, and you haven’t made a payment by any other method, we’ll have to apply a failed Direct Debit charge and cancel your Direct Debit.

You'll need to pay your outstanding balance to avoid disruption to your service.

To pay in the EE app:

Or, call us about your Direct Debit

Once you’ve paid your outstanding balance, you can then reinstate your Direct Debit through any of these channels.

If you haven’t paid your bill and haven’t been in touch, we’ll try to contact you by phone or mail.

If this is the case, we'll have to suspend your service and you won’t be able to use our network until you clear any outstanding balance.

To avoid this, you could set up a direct debit, which would ensure your payments are taken at the right time.

If your balance is unusually high, we may suspend your account and ask for an interim payment to restore your service.

To reactivate your service, you’ll need to make a payment.

To make a payment in the EE app:

Or, call 150 from your EE phone, or 07953 966 150 from any other phone.

Once we receive your payment, your service should be back within 2 hours – but it can take up to 24 hours.

If your services are not restored within 24 hours, please restart your device.

Here are some organisations that offer free advice on money and debt management:

• StepChange Debt Charity
• Money Advice Service
• Money Advice Trust
• The Money Charity
• Citizens Advice
• Money and Mental Health Policy Institute