What should I do if I can't pay my bill?

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We understand your circumstances can change.

If you’re struggling to pay your bill, we’ll support you and discuss other ways for you to pay. Contact us using one of the links on this page.

If you don’t let us know

If you can’t pay your bill and you haven’t talked to us about it, we’ll try and contact you by phone and mail. But unfortunately, we’ll also have to suspend your service and you won’t be able to use our network until you clear any outstanding balance. 

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


    notify credit reference 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

General help

There are several organisations offering free, independent advice if you’re struggling to pay your bills. Here are just a few:

> Citizens Advice Bureau

> Stepchange

> Money advice

Restoring your Direct Debit

Call us on 150 from your EE phone or +44 (0) 7953 966 250 from any other phone.

Failed or late payments

Failed or late payments

If your bank doesn't allow the Direct Debit payment, we'll make a second attempt around nine or 10 days later. 

If this fails again, and you haven’t made a payment by any other method, then we’ll have to apply a late payment fee and cancel your Direct Debit.

Any late payment fee will be added onto your next bill. We’ll show you details of the charge in My EE and it will show on your next bill as a one-off charge.

Download this content (.pdf 225KB) >

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Last updated: 15/3/2018
Simon H posted this article. Got a comment? Good or bad, we'd be pleased to hear from you.
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Thank you.

Glad to hear it.

Thank you.

Glad to hear it.

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