Help if you can't pay your bill

We’re sorry you might be having trouble paying your bill – we understand your circumstances 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 you can 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:

Before you can change the date your bill is due you will need to clear all outstanding payments.

To change the date:

If you fail to make a payment before your payment is due, you may receive a charge on your account to cover the administration activities of the debt.

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 we are unable to take a direct debit from your account, we will try and make a second attempt to collect the payment around 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 will need to pay your outstanding balance to avoid disruption to your service.

To pay:

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 you’ve not talked to us about it, we will contact you by phone and 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 the balance on your account is higher than we would expect, we may suspend your account and request an interim payment to resume your service.

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

To make a payment:

Once a payment has been received, please allow up to 24 hours until normal service is resumed, however most cases are resolved within 2 hours. If your services are not restored within 24 hours, please restart your device.

For more information and support on money and debt management here are some of the organisations we recommend: