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If you are have any questions, please consult the FAQ below, email us, or use our contact details avaliable here.

Sim Cards can take up to 48 hours to activate. Since our handsets always arrive the day after they are dispatched (excluding weekends), it can be up to 36 hours after delivery before a sim is live and working.

We’re the first UK network to show you our geographic coverage, not just population coverage. After all, it’s often the remotest places where you need a good 4G signal the most.

We’re working towards covering 95% of the UK with 4G by 2020. In 2016 alone we added 4G coverage to an extra 25% of the UK, meaning 75% of the UK now has superfast 4G speeds on our network. Our 4G is now available in more places than any 3G network, just four years after launch, making it the UK’s fastest network expansion ever.

In line with your minimum legal rights your handset can be returned within 14 working days of connection if you are unhappy with your choice.  Please note you will need to contact us before returning the handset to obtain an authorisation code.  The handset must then be returned in a re-saleable condition will all box contents present. If you have any questions about this, please speak to our customer services department who would be happy to answer your questions.

Please bear in mind, EE will no longer offer cutomers on Consumer or Small Business the option to migrate back to their legacy brand (Orange or T-Mobile) once they have moved to EE.

When you receive your new phone it will include your new SIM card for connection. Inserting the SIM and powering on the handset will begin the connection process. SIM card activation can take up to 12 hours. In the exceptional case that the phone is not connected to the network after 12 hours, please get in contact with our customer service team, who will be more than happy to assist you in any way. Please do not contact the network directly within this 12 hour period.
Your PAC code is a unique identifying number that can be associated to your mobile number. You need a PAC code to in order to transfer your number from one network to another, this can be obtained when you end your contract. To transfer your number across form one network to another you can simply call your new network provider once you have received you new handset. They will take the details of your PAC code and telephone number that you would like to retain. Your new network provider will the be able to activate the PAC code for you and to transfer then number across for you, this on average takes 24 hours to complete. To transfer your number to a new contract on your existing network you can keep your number, but you will need to contact a member of our customer services team to discuss upgrades and other options.

Activity

 

Outside of Allowance Cost
(Ex. VAT)

     

Calls to Same Network Mobile numbers

 

£0.35 p/min

Calls to certain MVNO numbers

 

£0.35 p/min

Calls to landlines (numbers starting with 01, 02, or 03 excluding Jersey, Guernsey and Isle of Man)

 

£0.42 p/min

Calls to Jersey, Guernsey and Isle of Man.

 

£0.42 p/min

Calls to numbers starting with 0800, 0808 or 116

 

Free

Calls to 084, 087, 118 and 09 

 

Access Charge of £0.37 p/min
plus a Service Charge **

Calls to retrieve voicemail

 

Free

Calls to Customer Services (Weekday 8am-8pm, Weekend 8am-6pm)

 

Free

Calls to Customer Services (Outside Normal Working Hours)

 

£0.42 p/min

Text Message to UK mobile numbers

 

£0.10 per Text Message

Picture Message

 

£0.25 per Message

Paper Bills (Monthly)

 

£1.67

Non Direct Debit payment (Monthly)

 

£2.92

** Please note: Access charges for number ranges 118, 084, 087 & 09 will show as two charges on your EE bill. An Access Charge (AC) charged by EE, as pence per minute and a Service Charge (SC) charged by the organisation you are calling. The SC will be set and communicated by the organisation you are calling.

Additional out of bundle charges also apply to calls whilst roaming abroad but you can now use your inclusive allowances whilst roaming within the EU; please be aware that your data is subject to a fair use policy. For specific details before you travel text RO then the country you are visiting to 150.

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