Why is my bill higher than normal?

Photo messages aren’t included in your standard plan and there’s a fixed price for each one you send. Some devices may classify a text message as a photo message because it includes an emoji, exceeds the character limit or is group text message.

These charges will appear on your bill in the photo messages section. Sending a photo message instead of a text message is down to the device you use, the messaging platform you use and the person you’re sending to. It’s not because of the EE network.

If you send a lot of these types of messages you may want to buy an add-on which will give you an allowance every month to send photo messages at reduced rates.

Occasionally there will be one-off charges and credits on your monthly phone bill that will appear under extra charges. The most common one-off charges are:

Please note: if you started your contract with EE on or after 1 March 2017, you might see a 'Price Rise Discount' on your bill. This is to ensure your bill is at the price you agreed for your contract. It will appear on every bill for the rest of your contract.

If you’ve upgraded, unlocked your device or paid towards a new device on your plan, you may see some one-off charges on your monthly phone bill: 

> Find out more about understanding your bill after an upgrade

You may see partial charges on your phone bill if you make a change to your account partway through your billing month. These partial charges will appear if:

Here are some of the partial charges you may see on your phone bill:

> Find out more about understanding your bill after an upgrade

If you’ve bought something from your device's app store and it appears on your phone bill, it’s because the item has been charged to your EE account instead of to your debit or credit card directly. These might appear on your phone bill as:

Amounts over £15 will be charged to your credit or debit card not your EE account.

If you have any questions about your app purchases, you'll need to contact your device app store or the app developer directly. To prevent any further unwanted purchases from app charging, we suggest you set up a PIN on your app store account.

The breakdown of charges on your phone bill is always shown without VAT. The VAT charge is then calculated under VAT on the first page of your monthly phone bill.

VAT is calculated on most charges but there are some exceptions:

Please note: any charges on your account not subject to VAT will show on the first page of your monthly phone bill as VAT charged at zero per cent or VAT-exempt.

We might ask you to pay a security deposit depending on the result of your credit check so you can use the EE network or activate certain services on your account.

There are two types of security deposits you could be asked to pay: 

Both types of deposit will be quoted on your bill as 'Deposit for Service'.

Your deposit will be automatically refunded back to you via your normal payment method once you've established a good payment history with us.

> Find out more about security deposits