Follow our step-by-step guides to help you get up and running with EE.
If you find a fault with your device within the first 30 days of purchase, we’ll offer you a brand new device. And if your device develops a warranty fault, we can repair that for you too.
If your device has an out-of-warranty fault, you might have the option to pay for your device to be fixed, up to the value of £200. What is considered in warranty or out of warranty will depend on the manufacturer.
The process for Apple devices is slightly different - you can speak to us or to Apple to discuss your options.
Please note: Our repair and loan services are available to all pay monthly or pay as you go EE customers.
- Before you send your device for repair
If you're having problems with your device, there are some fixes you could try first:
- switch your device on and off because sometimes devices freeze. Remember to hold the off button until the device actually switches off
- do a hard reset. The booklet that came with your phone will tell you how to do this
- make sure you’ve downloaded the latest software update
- close down all open applications – some applications can affect your device performance, including draining the battery
- save your battery by making sure you keep Bluetooth, GPS and WiFi switched off unless you need them
If all else fails
Try our interactive diagnostic tool to find a resolution to your problem.
- Sending your device for repair
To book a repair, you'll need to call 150* from an EE phone or 07953 966 250* from any other phone or go to any EE store.
* You may be charged for these calls.
There are two different services for getting your device fixed - Standard Repair and Fast Fix.
Our Standard Repair service is free. We’ll aim to get the device back to you as soon as we can, normally within 14 days. You can either take your device into an EE store and they will arrange everything for you, or contact customer services and they will send you a Freepost Jiffy bag. You'll then need to send us your device.
This option guarantees the return of your device within two working days if collected from your home.
This service is perfect if your device is within warranty and you can’t wait 14 days to get it back. The cost is a one-off non-refundable charge of £25, which allows us to employ a courier and speed up the delivery and collection times for you.
Collection and returns information:
Fast Fix includes collection and delivery to either your local store or your home and a guaranteed return time for all in-warranty faults. We use DPD for our home collection service. On booking, DPD will be able to give you a slot between 1pm and 5pm.
Your device will be returned to your delivery address via DPD, and on the morning of the delivery you'll receive a one-hour delivery slot for the day. If you find the collection time isn't suitable, you'll have the chance to change this to a time that suits you better.
Please note: If your device is found to be out of warranty when it arrives at our repair centre, despite any previous checks made by EE, the two day return time is no longer valid for the Fast Fix service.
We'll contact you and let you know the issue with the device, whether it can be fixed, and the cost of fixing it. If the device can be fixed, it will be your choice whether to continue with the repair or not. The maximum charge for a phone repair will be £200. If you decide not to go ahead you'll be able to speak to a member of the EE team to discuss what other options you might have. These include buying a new device, Recycle and Reward, great pay as you go plans and upgrades.
- Tracking your repair
We’ll text or email you to tell you how the repairs are getting on or you can see what stage we’re at with our repairs tracking tool.
If you’re still having problems with your device and would like to speak to us you can:
- go to any EE store
- call Customer Service on 150* from an EE phone
- call 07953 966 250* from any other phone
* You may be charged for these calls.
To help us understand the issue with your device, please try to call from a different phone.
If you've taken out one of our insurance products and your device is diagnosed as faulty, you may be able to get a replacement the next day.
Call our Customer Service Team who will complete some diagnostic tests to try to fix the fault. Depending on which insurance product you have they'll let you know exactly what options you have to replace your faulty device.
We're able to send a courier to collect your old, faulty device and deliver you a fully refurbished replacement. To use this service you'll be charged a fee depending on your insurance product:
· if you have Clone Phone Fully Loaded, Tablet Care or Orange Care you'll be charged an excess fee in line with the terms and conditions. Note: these products are no longer available to new or upgrading customers
Manufacturer warranty periods vary, but handset warranty status will be visible on our repairs tracking tool at time of booking in, or one of our sales agents can provide you with this information.
If you have proof of purchase that demonstrates the device should still be in warranty, there will be an opportunity to override the start date of the warranty period.
Geographical restrictions apply on delivery of all replacements. Same-day promise excludes customers while they are outside of the UK, and those living in the following places: Northern Ireland, Isle of Lewis, Inverness, Isle of Arran, Orkney Isles, Hebrides, Isles of Scilly, Shetland Isles, Aberdeenshire, Channel Islands, Isle of Man and Isle of Wight and some parts of Ayrshire, Paisley & Perthshire. Excludes bank holidays and exceptional circumstances.