Credit Building > How the EE payment arrangement plan works

How the EE payment arrangement plan works

Wollit Team2 minute read · Updated 1st July 2024

An EE Payment Arrangement Plan is a way for EE customers who are struggling to pay their bills to set up a manageable payment schedule.

It allows you to pay off your arrears over an agreed period of time while still being able to use your EE service.

Who is eligible for an EE payment arrangement plan?

Any EE customer in the UK who is having difficulty paying their bill can request a payment arrangement.

You don't need to be on a specific plan or meet any criteria other than having an outstanding balance.

How do I set up an EE payment arrangement plan?

To set up a payment arrangement, you need to contact EE as soon as possible. You can do this by:

Calling 150 from your EE mobile phone;
Calling 0800 956 6000 from any other phone;
Texting PAY to 150.

When you contact EE, explain your situation and they will work with you to set up a suitable payment plan based on what you can afford. This will include an agreed minimum monthly payment amount and due date.

What happens during the payment arrangement?

Once your payment arrangement is set up:

Your regular plan and device payments will be placed on hold until you've completed the arrangement.
You'll be on a new plan with a new data allowance.
To avoid extra charges, EE will cap any spend outside of your plan.

You must make sure to pay the agreed minimum monthly payment on time each month. If you miss a payment, EE will cancel the arrangement and you'll have to pay the full outstanding balance right away.

What happens after I complete the payment arrangement?

Once you've paid off the full amount agreed in your payment arrangement:

Your regular plan and device payments will restart;
Your device agreement will be extended by the length of time you were on the arrangement to make up for the missed payments;
And you'll be back onto the plan you had before, or on a similar plan if your original plan is no longer available.

You'll then need to set up a new payment method, such as a Direct Debit, to pay your regular EE bills going forward.

What if I can't afford the agreed payment amount?

If at any point you realize you won't be able to pay the agreed amount, contact EE as soon as possible on 150 from your EE mobile or 0800 956 6000 from any other phone.They may be able to adjust your payment arrangement to a more manageable amount.

EE also recommends contacting free independent debt advice services like National Debtline, StepChange, or Citizens Advice if you're struggling with finances.

What if I don't pay at all?

If you don't make any payments and don't contact EE about your situation, they will eventually suspend your service until you clear the outstanding balance. They may also:

Add a termination fee to your account;
Pass your details to a debt collection agency who may add their own charges.
Notify credit reference agencies that you've missed payments, which will hurt your credit score.

So it's very important to be proactive and contact EE as soon as you realize you're going to have trouble paying your bill.

Does a payment arrangement plan show on my credit file?

Yes. In fact, even before your payment arrangement was set up, your credit file would have shown that you were in arrears.

Once the arrangement begins, it’s going to be reported by EE to the credit reference agencies who will record it on your file. Having it shows that you are paying off the debt in an agreed way.

After you've finished paying off the arrangement, your credit file will no longer show that you were on an arrangement or in arrears.

However, the arrangement will remain on your credit report for 6 years and could impact your ability to get credit during that time.