Billing FAQ

Confused by charges on your bill you weren’t expecting? Here are the most common reasons for these extra charges appearing.


Not everything is included in your allowance, so some activities mean extra charges. These might be calls or texts to numbers abroad, calls to numbers such as 0845 & 0870, or calls to your voicemail.


Are you a fan of reality TV? Premium rate numbers are the ones you call or text for services like competitions or voting on television shows. Premium rate numbers are charged at a higher rate.

Charges to these numbers are not covered by your allowances.


When access numbers are called, the call is forwarded on to another number or destination. If a number you call is identified as an access number, it won’t be included in your allowance unless it starts with 0207 or 0208.


There are other charges but your bill will itemise what they are.

The most common ones are bill re-issue, second Direct Debit failed payment, early termination charge and itemised billing. There are other charges but your bill will itemise what they are.


Sometimes we might ask you to pay a deposit, so you can use the EE network or activate certain services on your account.


Sometimes you might see a part charge or a part allowance on your bill. There are a few reasons why this might happen:

• Changing your price plan or upgrading

• Transferring or changing your number

• Changing your billing date.


If you change your price plan part of the way through your billing period, this will create part charges on your bill. Because you pay a month in advance, we’ll need to refund you for the part of your old plan you’ve paid that’s now going to be covered by your new price plan. You’ll then see the charges for your new price plan on the same bill that you they see the credit/refunds for your old price plan.


• A pro-rata refund of the old plan (because it was paid one month in advance)

• A pro-rata charge for the new plan (to cover the date the charge became effective, until your bill date)

• A charge for the new price plan, equivalent to one month in advance.

It’s the same for allowances too. You’ll get a partial allowance and partial refund for your old price plan and a partial charge and partial allowance for your new plan (not forgetting the one month allowance in advance).


Transferring your number from another network, or changing your number, creates part charges and refunds for both your monthly price plan charges and also the price plan allowances.

This is because the billing system recognises a change to the billing to a specific number. You’ll be charged the standard monthly charge for your price plan. You’ll also get the correct allowance for your plan. You’ll be allocated a partial allowance for your old phone number, plus a partial allowance for your phone number, but together, these will add up to your full month’s allowance.

What you’ll see is:

• A pro-rata refund of the old phone number (because it was paid one month in advance)

• A pro-rata charge for the new phone number (to cover the date the new number became effective, until your bill date)

• A charge for the new phone number, equivalent to one month in advance.


If you change your billing date, this will create a refund because we charge you in advance for your price plan up to a specific date. If that date changes, we’ll re-calculate the charges to ensure we are charging for the correct number of days, based on the new billing date. What you’ll see is:

• A pro-rata refund of the price plan up to your original bill date

• A pro-rata charge for your price plan up to you new bill date

• A charge for your price plan, equivalent to one month in advance, based on your new bill date.

If you have recently moved from Orange to EE see the below video which will show you the billing changes:

Monitor your iPhone data usage

How to monitor your data usage on iPhone

Has your iPhone started running out of mobile data before your allowance is reset each month? Do you receive texts from EE warning that you are at 80% of your data allowance for the month? Have you ever run out of data before the month was up? If you are tired of running out of mobile data every month follow our tips and never run out of data again.

Tip 1: Track how much data you use

Before you can start to manage your iPhone mobile data usage, you need to keep tabs on how much you are using.IMG_0308

To view how much data you have used go to Settings > Cellular and scroll down to see your Cellular Data Usage.

Where it says “cellular” it may say “mobile” if language is set to British English / English U.k. (instead of displaying cellular)

If you have never reset this number it could be pretty big. Our advice is to get in the habit of resetting it every month, perhaps set an alert on your phone so that you remember to reset it on the day that EE resets your allowance.

To reset your statistics, scroll down to the bottom of the page and tap: Reset Statistics. Get in the habit of looking here once in a while so you can see if you are on target.

Tip 2: How to see which apps are using data on iPhone

One of the new features in iOS 7 was the ability to see & determine which apps on your iPhone are allowed to use mobile data. This feature remains in iOS 8.

When you are close to your allowance, head to Settings > Cellular and scroll down to switch off a number of apps so that you are not wasting your data allowance on them.

The other benefit of stopping some of your apps using mobile data is that it should stop them updating in the background when you are out and about – thereby preserving battery life.

Tip 3: Turn off 3G and 4G data on your iPhone

If things are really desperate, one way to preserve your data when you are running low is to temporarily disable mobile data. This way if you have a week or so to go until your contract renews then you can manage your usage rather than running out completely.

To turn off your cellular data so go to Settings > Cellular and toggle the Cellular Data switch to off.

This will turn off all cellular data to restrict all data to Wi-Fi, including email, web browsing and push notifications. We also find this is a handy way to preserve battery life – as opposed to turning the phone to Airplane Mode, which preserves power but means nobody can contact you.

Tip 4: Stop iCloud Drive using mobile data

Go to Settings > iCloud > iCloud Drive. Here you can turn off Cellular Data so that your iPhone only updates iCloud Drive when you are on a WiFi network.

Alternatively, turn off the ability for apps to store documents and data in the cloud by toggling the switch beside each app to off, this way you can be more specific about which apps you think can do with out this allowance.

If you are regularly using Apple’s iWork apps, such as Pages or Keynote, you may find your phone busily syncing large documents over your cellular connection, and you probably won’t want that.


Tip 5: How to turn off auto play in Facebook

Facebook recently added a feature to their iOS app that means when you are scrolling through your news feed any video that’s been posted will automatically stream – even if you aren’t on a Wi-Fi network. Obviously this isn’t an ideal situation if you have a limited data allowance.

We recommend you change your settings so that it only streams if you are in Wi-Fi. Go to Settings > Facebook > Settings and scroll down to Videos and switch to Auto-play on Wi-Fi only.

Or alternatively if you access Facebook from the app go to More > Account Settings > Videos and Photos >  and switch to Auto-play on Wi-Fi only.


Tip 6: Use Safari reading list to view articles offline

One of our favourite new features in the iOS 7 version of Safari was the Reading List feature that lets you download a webpage for reading off line. This is great when you are reading a webpage during a commute and about to head into a tunnel and it remains in iOS 8.

It’s also great if you are out of data and want to be able to read some articles on your iPhone while you are out and about. You can queue up a few web pages in your Reading List while you are on a Wi-Fi network, and then read them without using up any data. While you have access to Wi-Fi go to Safari, open the web pages you wish to read, click on the Share icon at the bottom of the page, and select Add to Reading List. Wait for the phone to download the article and then head out.  You will be able to read this article even if you are using Airplane Mode.

However, if you don’t want your phone to use cellular data to download the pages you have added to reading list on your other devices, you need to head to Settings > Safari and scroll down to toggle off Use Cellular Data for reading list.

We hope these tips help to keep you within your monthly data allowance, for any more information please get in touch either by phone on 01785 286666 or email on