What is the best customer service number for EE?

*This website advises that calls to 084 numbers cost 7p/min plus your phone provider’s access charge.

Contacting EE customer service can be challenging if you are struggling to quickly find the correct number to dial from abroad, or even from a normal landline. Customer service numbers are usually hidden away in a corner of most websites and by the time you find it, you have already started seeing red. Contact EE to get customer support can be done via phone, on their website, via email or even through their social media pages, although most people want quick answers to the service issues they are dealing with and therefore prefer to make contact by phone.

No matter how efficient the EE customer service website is, contacting any customer service by phone is proven to be the best way to get specialized help with regards to any issue you need to handle.

Furthermore, recent studies have revealed that the wait time when you call EE contact number by phone is significantly less than other large companies, making it easier than ever to overcome any obstacles with regards to your digital service.

In late 2014, shortly after their merger with BT, EE experiencing thousands of complaints with regards to billing complications and issues, but this has now been resolved thanks to their contactless payment system.

Why contact EE customer services?

Studies reveal that the most frequent reasons for calling EE broadband contact number include, but are not limited to:

• Customer issues
• Service cancellation
• Wanting to upgrade your tariff or handset
• To change a mobile telephone number
• Lack of coverage
• Issues with data plans
• Reporting theft
• Billing errors
• Updating account details
• Advice or general questions

EE has invested a significant budget into the EE helpline team, as they value their customers and they want to keep them happy at any cost. EE customer service number can be contacted 7 days a week, 365 days a year via phone. The EE broadband customer service department is available at the same number if you are having issues with your internet.

About EE

EE has recently joined BT and it is currently the biggest and most sophisticated digital communications business in the whole of the UK. EE delivers mobile and landline services to new and existing customers, and they have over 31 million customers.

Many people have moved from other networks due to the fact that their 4G network is over 50% faster than any other provider, making it an ideal choice for downloading all types of media, not just music. They have won a number of awards both nationally and internationally to recognize its excellent and speed of service.

They endeavor to uphold an outstanding reputation and it is for this reason that EE support makes contacting their customer service department easier than ever offering a range of different channels to get in touch. Including a selection of convenient text codes giving you the answers to everyday issues like checking your balance, reviewing recent bills and also checking your eligibility to upgrade.

Answers to Common EE Support Questions

Below are answers to common questions with answers that we have found for you from across the internet. Our goal is to bring these common questions together in one place so you can find answers faster. We are in no way connected to or represent EE. All information has been publically sourced from the internet and we cannot guarantee the accuracy of information.

Is it possible to upgrade my phone?

In some cases, yes. The easiest way to find out if you are eligible for an upgrade is by logging into your My EE account. Once you have logged on, you may be able to check your upgrade status. You may be eligible for an upgrade if your current phone contract is ending and you have no outstanding debt on your account.

If you are not eligible for a free upgrade, you may still be able to upgrade your phone for a fee or by paying off the remainder of your contract. The best way to find out how to upgrade in this case is by contacting them directly.

How can I make calls or send texts if I don’t have signal?

You can make calls or send texts through ‘WiFi Calling’ instead of via your phone signal if you have a compatible phone bought directly from the provider. You may also need to have a Pay Monthly, small business or corporate contract with them.

You may then need to set up WiFi Calling on your phone by following the instructions for your device on their website. Please note that the calls and texts made through this service may be charged for or taken out of your monthly allowance. Call the EE phone number for more details.

How can I manage my EE bill online?

You can manage your bills and some of your other contract details online via the My EE app or your My EE online account. To use the app, you may need to download the application to a compatible device. If you would like to manage your bills via your online account, you may need to register for My EE online.

Is it possible to use my phone abroad?

Yes! You can set up your mobile phone for roaming so that you can use your device abroad. Setting up roaming usually just requires sending a text to EE then following the instructions to set up the service. It’s a good idea to do this at least one day before you go abroad and to check if they have any available deals for roaming before you go.

You should also check their roaming price guide for the country you intend to visit, as charges may be substantially higher than usual.

Can I unlock my EE device to use with a different provider?

Possibly, but it may take some time. You can request to unlock your phone whether you are a Pay As You Go customer, Pay Monthly customer, a small business customer or a non EE customer with an EE device. Depending on the circumstances, you may have to wait until you have owned your device for a certain amount of time, pay a charge to have your phone unlocked or wait a number of days for the service to work.

Unlocking requests can usually be made via their online form or by calling EE number for helpline directly.

What should I do if my device is lost or stolen?

The first thing you should do is contact EE to let them know that your device has been lost or stolen. You may able to choose from a number of actions, including blocking the device, adding a password in case you find the device again or ordering a new sim card.

It’s important to report your device missing as soon as possible as you may still be charged for any use until the device is blocked or password protected.

Is it possible to block certain content to keep my child safe online?

Absolutely. If you would like to make sure your child does not see inappropriate content online, EE has content blocking settings to accommodate this. You can choose how much content you would like to hide via a few different settings. For example, you can simply block all 18-rated content or you can block all content rated above PG by the British Board of Film Classification.

Pay Monthly customers can use their My EE account to make these changes whereas Pay As You Go customers may need to contact EE directly to change their settings. You can also turn off content blocking if you change your mind.

Does EE have any devices that are accessible for people disabilities?

Yes! At the moment, they offer a number devices with functions to help those who are deaf, hard of hearing, blind, visually impaired or those who have limited dexterity. You should contact EE customer services team to see what devices and functions are available.

Can I buy insurance with EE?

Yes! EE provides insurance policies which cover loss, theft and accidental damage. Depending on which policy you purchase, you may even have worldwide cover and access to a replacement phone the very next day. You can find out more about their current insurance offers by contacting them directly.

Joining EE

Do I need a credit check to join EE?

Possibly. If you would like to become an EE Pay Monthly customer, they may carry out a credit check on you. Depending on the results of your credit check, you could be asked to pay a ‘Registration Deposit’ or a ‘Feature Deposit’ in order to begin your Pay Monthly contract.

The deposit is usually returned to customers after a matter of months of reliable payments on a Pay Monthly contract.

If you do not pass the credit check, you may not be able to get a Pay Monthly contract. However, anyone can get a Pay As You Go contract with no need for a credit check.

How can I keep my phone number if I’m moving to EE from Orange or T-Mobile?

If you have requested to move from Orange or T-Mobile to EE, you should be sent a new SIM Card with the same number. All you should have to do in order to keep your old number is insert the new EE SIM Card into your device. If you have any problems with your new EE SIM Card, simply contact the EE customer service team.

How can I keep my phone number if I’m moving from another network to EE?

To keep your old number when you move to EE, you will usually need a ‘PAC Code’ and an active EE SIM Card. The ‘PAC Code’ is a unique code given to you by your previous network operator – you may need to request this in advance of your network swap. Once you have the PAC Code and SIM Card, go to the ‘Keep My Number’ page on the EE website. You will need to enter the mobile number of your EE SIM Card (the one that you don’t want to keep), your old phone number (the one that you do want to keep) and the PAC Code provided by your previous network operator. Once you have entered all of the requested details into the online form, your old phone number should be transferred to your new EE SIM Card within two working days.

If you have any problems transferring your old phone number, contact the EE customer service team.

Please note: There may be a temporary interruption to your phone service while your phone number is being transferred. You may need to manually update or transfer some information from your old SIM Card or device to your new one, such as your phone contacts.

You may also need to manually update any phone insurance you have as well as your My EE account details to have the updated phone number.

I’ve ordered an EE device/SIM Card online – how will I receive it?

Most devices and SIM Cards that can be ordered online will have a delivery service option. Items available for delivery can usually be ordered to a local retail store or directly to your home.

Customers should be able to choose their delivery preference while checking out online. They should then send a confirmation message that the product has been despatched or, if the product is temporarily out of stock, a message notifying the customer of the approximate delivery date.

If you choose to have your order delivered to a local EE store, you may need your order confirmation email and some form of ID in order to pick it up.

In some cases, you may also be asked to provide ID for an EE delivery to your home. At the time or writing, a valid passport or driving license that shows the same name as the order confirmation should be accepted as identification.

Can I track my online EE order?

Possibly. If you choose the ‘Follow My Parcel’ option for your online order, you should receive a delivery update the day before the delivery as well as a message on the day of the delivery. The messages will usually be sent from ‘DPD’, EE’s official delivery service. The first message should give the option to rearrange the day of delivery and the second message should inform the time slot of the delivery.

Please note: Messages from DPD are usually sent via text so it’s important to provide the correct mobile number when ordering online.

How can I set up my voicemail as a new EE customer?

On most EE devices, voicemail should already be set up and you can access the inbox by holding down the ‘1’ key. You can usually personalise your voicemail, including adding a voice recorded greeting, by pressing the ‘*’ button and following the verbal instructions. If you have any problems accessing or setting up your voicemail, contact EE via phone.

Please note: It is not usually free to access voicemail, you may be charged for calls to your inbox.

What help can I get with my new EE device?

General information and help for new device holders can be found on the ‘Phones and Devices’ page of the EE website. Simply click on your phone model to find a list of popular frequently asked questions and advice.

How can I transfer my contacts to my new EE phone?

The way you can transfer your contacts depends on the type of device you have.
If you are transferring to an Apple iPhone, you can backup your contacts to an Exchange, Google or Hotmail account. Then, on your iPhone, simply sign in to the same account and your contacts should be imported from the account.

If you are transferring to an Android device, you will usually need to save the contacts on your old phone to a SIM card or SD card. Then, you should insert the SIM/SD card into your new Android phone, go to the ‘Contacts’ tab and navigate to ‘Import/Export/Manage Contacts’. When given the option, choose where you would like to import your contacts from (SIM or SD card) and to (a location on your new device) – your contacts should then automatically start to transfer.

To transfer contacts to a Windows device, you will usually need to save the contacts on your old phone to a SIM card. Then, insert the SIM card into your new Windows phone, go to the ‘People’ application and click ‘Import SIM Contacts’ – your contacts should then be transferred to the ‘People’ application.
How you transfer contacts to or from a Blackberry device differs slightly depending on your model of Blackberry and a few other factors. To find out more about transferring contacts to/from a Blackberry, or to find more detailed explanations on transferring contacts from other devices to EE phones, go to the ‘Transfer Your Contacts’ page on the EE website.

EE Accounts

How can I manage my EE account online?

One of the easiest ways to manage your EE account is by registering for a ‘My EE’ account online. To get your own My EE account, simply go to the EE website and click the ‘Log In To My EE’ link. Then, on the following page, choose the ‘Register Now’ option. You should be prompted to enter some personal details, such as your name, email address and EE phone number, and then to submit the information. Once you have verified that you have the correct phone number and/or email address, you should be registered for My EE. Now you can log in to your My EE account on the EE website.

With a My EE account, you should be able to manage your allowance, bill, payment methods, usage and/or settings for your EE device. The service is available for both Pay Monthly and Pay As You Go customers.

You can also download the My EE App to log in to your My EE account easily on mobile devices.

Can I manage my EE account by text?

Possibly. They provides some updates and information for Pay As You Go customers over text. At the time of writing, all customers need to do is send the relevant code to the number 150. Currently, you can send the code ‘AL’ to receive an update about your allowance or balance.

You can also request top ups with a valid EE Top-Up Voucher or credit/debit card by sending the relevant code and payment details. Find out more about topping up via text by contacting the EE customer service team or by going to the ‘Help’ page on their website.

I want to open a My EE account but I don’t know my phone number – what should I do?

You will need your mobile number to set up a My EE online account. Your mobile number can usually be found in the ‘About’ tab or the ‘Identity’ tab of your phone’s ‘Settings’ menu. It may also be available in the welcome pack that you received with your EE SIM Card or on a recent phone bill.

If you can’t find your EE phone number in any of these places, you can find out your number by contacting EE. At the time of writing, EE customers can text the word ‘NUMBER’ to 150 from their EE mobile in order to receive a text message containing their phone number.

My password for My EE is not working – what now?

If your account password is not working, you may be entering it incorrectly or the password could have expired.

To gain access to your account again, you may need to reset the password. To do this, simply go to the My EE ‘Log In’ page on the EE website and click the ‘Forgotten Password’ link. On the following page, enter the email address associated with your account. You should then be sent an email giving the option to reset your online account password. Follow the instructions in the email to reset your password and gain access to your account again.

How long does it take to receive a ‘password reset email’ from EE?

Ordinarily, you should receive an email from them within 20 minutes of requesting to reset your My EE password. If you can’t see an email in your inbox after 20 minutes, make sure to check your ‘Junk’, ‘Promotions’ or ‘Spam’ box. If you do not receive an email within 24 hours of making a password reset request, try requesting a new password on the EE website again.

I’ve forgotten the email address for my My EE account – what should I do?

If you forget the email address that you signed up for My EE with, you are advised to check your email inboxes for emails from My EE to find out which account you signed up with.

Alternatively, you can follow the steps to reset your password, entering the email address that you believe is associated to your My EE account. If you enter the correct email address, you should receive an email from EE with details on how to update your password. You may be able to repeat this process with different email addresses in order to find out which email address is associated with your account.

Can the Bill Payer be different from the Main User on a My EE account?

Yes. My EE accounts have the option to set up the Bill Payer as a different person to the Main User. This is a good option for parents who pay for their children’s phone bills but would also like their child to have access to the account. Ordinarily, the Bill Payer will have access to the bill and payment settings on their account whereas the Main User may have access to some basic phone settings and details.

You can update your Bill Payer settings by logging in to your My EE account and clicking ‘Account Settings’. Next, click ‘Change Your Numbers’ and then follow the onscreen instructions to add a phone number that you would like to pay the bill for. You may need access to the phone as you could be sent a verification text to the phone number submitted.

To choose the Main User, click the ‘Device’ link in your My EE account, choose the relevant device and follow the onscreen instructions to set up the Main User.

How can I edit my EE Usage Alerts?

EE usually sends its customers text alerts when they have run out of add-ons, calls or data. These alerts are used to keep customers informed of their usage and when they might start being charged outside of their allowance. At the time of writing, you can turn off usage alerts by sending the code ‘STOPALERTS’ to 150 and you can turn on extra usage updates by sending the code ‘UPDATEME’ to 150. Extra usage updates usually include a weekly usage summary as well as an alert when you have 20% of your allowance remaining.

Phones and SIM Cards

What kind of EE SIM Card do I need?

The type of SIM Card you need will depend on the type of device you have. There are currently three different kinds of EE SIM Card; Nano, Micro and Standard – ‘Nano’ being the smallest and ‘Standard’ being the largest.

In most cases, you can find out which SIM Card size you need by checking the manual that came with your device. Alternatively, you can find out more about SIM Card sizes on the the ‘Help With Your SIM’ page on the EE website.

How can I activate my new EE SIM Card?

If you are a new customer, you have ordered a replacement EE SIM, or you have transferred from Orange or T-Mobile, your SIM Card should be activated as soon as its inserted into a device. If you have been given a replacement SIM Card due to a device upgrade, you may be required to activate the SIM Card manually.

To do this, go to the ‘Activate Your SIM’ page on the website – enter the relevant information and follow the onscreen instructions.

How can I get a replacement SIM Card?

If you need a replacement SIM Card for a new device which requires a different sized SIM, simply go to the ‘Ordering A New SIM’ page on the EE website. Fill in the relevant information and follow the onscreen instructions to order a replacement SIM.
If you need a replacement SIM Card because your current SIM has been lost, stolen or damaged, you may not be able to use the online form to request a replacement SIM. Instead, you can order a replacement SIM Card by contacting the EE customer service team over the phone.

My EE device needs to be repaired – what should I do?

Before you try to organise repairs, their website recommends its customers to try a few troubleshooting steps. You are recommended to try closing all applications on the device, turning the device off and on, updating software, switching off Bluetooth, GPS and WiFi, and ‘hard resetting’ the device.

You can also use the ‘Fix My Device’ page on the EE website for more detailed advice on your specific device.

If the above advice does not solve the problem on your device, you should contact the EE customer service team to arrange repairs. Appointments for repairs can be arranged over the phone, in store or via the ‘Fix My Device’ page on the website.

Will EE cover the cost of my device repairs?

Possibly. If the fault on your device is covered by valid warranty, the repairs made by them will often be free of charge. If faults appear in the first 30 days of buying a brand new device from EE, you may even be sent a completely new device. However, the terms and conditions concerning repair fees differ between different devices and contracts.

Find out if your device repairs will be covered by EE by contacting the customer service team or taking your device to an EE store.
If your device is covered by insurance, you can also check the terms and conditions of your insurance policy to find out if the costs of repairs are covered.
Please note: Apple products are subject to different terms and conditions than other devices. Contact EE directly to find out what to do if your Apple device needs repairs.

What is a ‘SIM PIN’ and how can I set one up?

A ‘SIM PIN’ is a security measure that can be set up to protect SIM Cards in case they are lost or stolen. At the time of writing, all new EE SIM Cards should be automatically activated with a SIM PIN of ‘1111’. Users should be prompted to enter this PIN when they first insert their new SIM Card into a device and then they should be given the option to create a new SIM PIN.

If you would like to set up a SIM PIN at a later date, this can usually be done in the ‘Settings’ menu of most devices. Most often, users will either need to go to the ‘Phone’ tab or the ‘Security’ tab in the ‘Settings’ menu and then click ‘SIM PIN’ or ‘Set Up SIM Card Lock’.

A SIM PIN will prevent the SIM Card being used by others if it is lost or stolen. However, it’s important that you, as the phone owner, remember the SIM PIN code as you may be occasionally prompted to enter it.

I’ve entered my SIM PIN incorrectly three times – what now?

If you enter your SIM PIN incorrectly three times, your phone will likely be blocked. To unblock your phone, you will usually need to request a ‘PUK Code’, a unique unlocking code. You can request a PUK Code online via your ‘MY EE’ account or by contacting the EE customer service team over the phone. Once you have received your PUK Code, you can use this to unblock your phone.

What should I do if my SIM Card isn’t working?

If found with a SIM Card that isn’t working, customers are recommended to follow a few simple steps before contacting the customer service team. First, turn your phone off, remove the SIM Card, carefully clean the SIM Card and the SIM Card insertion area, put the SIM Card back into your device, making sure it is inserted properly, and turn your device back on.

If after turning your device back on, you see a message asking you to ‘Insert A Valid SIM Card’ or ‘Enter An Unlocking Code’, you may need to request your device to be unlocked by your previous network operator. If you don’t see an error message but your SIM Card still doesn’t function properly, you may want to call EE telephone number for support.

EE TV and Broadband

What is EE TV and how can I get it?

EE TV is an entertainment service available to EE Home Broadband customers. The service offers live and ‘On Demand’ television along with the option to record and replay programmes.

To get EE TV, you will need to have EE Home Broadband, a minimum Broadband speed (currently 4MBbps), a minimum digital TV signal strength, a valid TV licence, a TV aerial, and a television with a spare HDMI/SCART socket.

How can I find out if my broadband speed/digital TV signal strength is good enough for EE TV?

To find out if your broadband speed is good enough to get EE TV, go to the ‘Broadband Performance Test’ on the BT Wholesale website and complete the online test. If your broadband speed is 4MBbps or higher, this should be good enough to receive EE TV.

If your broadband is lower than 4MBbps, you can find advice on how to improve your broadband speed on the ‘Improving Your Broadband Speed’ page on the EE website.

To check your digital TV signal strength, go to the ‘Coverage Checker’ tool on the DigitalUK home page. The results for your address usually need to show ‘Good Reception’ or better in order to get EE TV.

If your broadband speed or TV signal strength is not good enough to receive EE TV, you can contact the EE customer service team for advice on how to improve these connections.

How can I edit the content settings on EE TV?

You may want to edit the content settings of your EE TV if you would like to make sure that your children don’t watch any inappropriate content. Keep in mind, content settings may also be known as ‘Content Locks’ and ‘Parental Controls’.

To edit these settings, go to your EE TV ‘Settings’ menu and click the ‘Locks’ tab. On this page, you can choose to hide adult channels, lock programmes with content that suggests guidance, lock programmes that were broadcast during watershed hours, lock applications and add a personalised PIN. You can also edit the content settings of some of the applications available via EE TV in their individual ‘Settings’ menus.

How can I watch ‘Locked’ EE TV content?

If the content you select on EE TV is locked or hidden, you should see an onscreen notification explaining this. On this notification, there will usually be a message along the lines of ‘Press OK To Unlock’. Simply press the relevant button on your remote to unlock the content and enter your PIN code on the following page. The locked content should start playing once you have submitted the correct PIN code.

How can I change my EE TV PIN?

Turn on EE TV and press the ‘Menu’ button on your remote. Click the ‘Tool and Help’ tab on the home screen navigation bar and click ‘Settings’. On the ‘Settings’ page, go to the ‘Locks’ tab and enter your current PIN code when prompted to do so. Then, click the ‘Modify PIN’ button and enter a new PIN code.

How can I manage my EE Home Broadband account?

You can manage your EE Home Broadband account by logging in to ‘My EE Home Broadband’ on their website. Using this online account, you can pay and view bills as well as update your contact details and edit your settings.

It’s important to note that your My EE Broadband online account is different to your My EE Mobile account. Your username for your My EE Broadband account can usually be found on a recent broadband bill or a broadband purchase confirmation email. You will usually have set up a password for your account when you first purchased EE Broadband.

If you can’t remember the password that you created, use the ‘Forgotten Password’ link on the ‘My EE Home Broadband Log In’ page.

For further assistance you can call EE Broadband number for support.

How can I move EE Home Broadband and/or EE TV when I move house?

To move your EE Home Broadband and/or EE TV with you when you move house, simply inform EE of your move. To do this, call EE Broadband customer service number or fill in the ‘Moving Home’ form on the EE website.
You may need details of your old address, new address, moving date and EE account to hand.
Please note: It could take a number of weeks to arrange moving your EE services to your new home, so it’s a good idea to inform EE of your move as soon as possible.

I have a problem with my EE Home Broadband connection – what should I do?

First, check that your Home Broadband activation date has passed. If your activation date has not passed, your broadband connection won’t be working yet. Find out when your activation date is by tracking your broadband order on the website.
Next, try checking that your landline is working properly, restarting your router and making sure there are no connection problems in your local area. You can check for local connection problems by going to the ‘Local Network Status Checker’ page on the BT Open Reach website.

If there don’t seem to be any problems in your area, your activation date has passed and your broadband connection is still problematic, contact EE Broadband helpline for guidance.

Have a better contact number for EE?

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