Some numbers aren't included in your plan and when calling certain numbers you’ll be charged an access charge and a service charge. Chargeable numbers include:
Why is my bill higher than normal?
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Your phone bill may include charges outside of your monthly plan for example if you've upgraded, added another line to your account, called a premium number or had a one-off or partial charge. VAT charges and deposits may also show on your phone bill.
What are the call or text charges on my bill?
What are the call or text charges on my bill?
You may also get charged for texts that aren't included in your plan:
Why have I been charged for photo messages?
Why have I been charged for photo messages?
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.
You can find out more about why some devices convert text messages to photo messages and how you can manage your device to make sure you're not accidentally sending photo messages.
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.
What are the one-off charges and credits on my bill?
What are the one-off charges and credits on my bill?
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.
What are the device charges and credits on my bill?
What are the device charges and credits on my bill?
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:
What are the partial charges on my bill?
What are the partial charges on my bill?
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:
Your monthly charging periods should be back to normal next month, provided there are no further changes to your account.
What are the VAT charges on my bill?
What are the VAT charges on my bill?
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. However, if you have received our new look bills, VAT will be included in your 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.
What deposits are shown on my bill?
What deposits are shown on my bill?
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.