Find out how to let us know about any significant changes to your circumstances such as ill health, bereavement or changing your name.
- Changing your name
We’ll need to update your account details if your name has changed through marriage, divorce or deed poll.
You’ll need to write to us and send in one of the following documents as proof, so we can make these changes for you:
- a copy of your marriage or civil partnership certificate
- a copy of your passport and a recent utility bill
- a copy of a deed poll
- a copy of your decree absolute
Please scan and send the documents, along with a covering letter, direct via email to:
Or you can take your documents to one of our EE retail stores, where our staff will make the changes for you.
- Closing the account of someone who has died
We understand that dealing with the affairs of a lost loved one can be very difficult. We’ll do everything we can to make our part in this process as easy as possible.
Contact our customer service team free from an EE mobile on 150 or on 07973 100 150 from any other number (standard rates apply).
While we take care of things, you might wish to consider unlocking the device (free of charge), or transferring the number to another family member’s name (subject to credit checking eligibility).
Or you could transfer it to pay as you go, if you’d like to keep the number.
If you can’t contact us directly on the device, you can also notify us by visiting one of our EE retail stores.
- Transfer to a friend, colleague or family member
To change the account holder name on your mobile account, give us a call when both you and the new account holder are together. Call us free from an EE mobile on 150 or on 07973 100150 from any other number (standard rates apply) and we'll be happy to help.
There are a few points to be aware of, so that we have a smooth transition:
- the number must have been active on our network for 3 months
- there must be no outstanding balance
- a credit check will be required on the call – if the new owner doesn’t already have an EE account
- the new owner should have a credit or debit card ready – this is required to complete the credit check
- if you have a multi-plan discount on the transferring line, the multi-plan discount will be removed when transferring
- Prison, remand, deportation
If you’re in prison or have had a change to your residency status in the UK, you’ll need to provide us with the following information, so we can assess your account:
Prison or remand: A covering letter on letter-headed paper from the prison, a solicitor or police court of justice, including official confirmation of your sentence or that you’re on remand awaiting trial.
Deportation: We'll need a copy of the letter from the Home Office or UK Immigration, confirming the change to your residency status.
You can notify us in writing at the below email address:
- Armed Forces contract suspension
If you or a family member are employed in the Army, Navy, Air Force or as any other type of military personnel and are posted overseas, you can suspend your pay monthly contract for up to 12 months without incurring any monthly charges. Just follow the simple steps outlined below.
How to freeze your contract
If you wish to request an Armed Forces Contract Suspension, you must obtain a contract suspension form from your unit Welfare Officer. Once this has been filled out, you can either:
- scan and email it to firstname.lastname@example.org or
- return it to the address stated on the form
Request check list
There are a couple of requirements we need to tick off before we can process your request. To save you time, please make sure your account:
- has a Direct Debit set up for the device you wish to freeze (Get help to set up a Direct Debit)
- has no outstanding balance and all payments have been made (Get help to make a payment)
What to expect
Once we've received your request, our team will check we’ve got all the right information.
After that, we’ll send a text message to the mobile number you have provided to confirm when the freeze will start.
Important information: We may get in touch by e-mail if we have any follow up queries so please make sure you include your email address iif you send the form back in the post.
Need to know info about freezing your contract
If you have any additional queries, find support below on all need-to-know information once you or a family member has suspended their contract.
What happens if I come back earlier than planned or my posting is extended?
Just give us a call on 150 from an EE, Orange or T-Mobile device or 07953966250 from any other phone for EE and T-Mobile accounts and Orange device or 07973100150 for Orange accounts and we'll be able to re-activate your account or offer advice on how to extend your suspension.
Will I be able to use my phone whilst my contract is suspended?
You will still have full use of the handset, but whilst your contract is suspended, you will not be able to use your minutes, data or texts.
Can I temporally lift the freeze on my contract?
Unfortunately, you will not be able to re-activate for just a short time, i.e. leave. If you return home permanently or on a long-term basis, give us a call on 150 from the UK to re-activate your account.
- Ill health
If you’re diagnosed with an illness or disability you believe will impact your ability to use or pay for your service in any way, please contact us and let us know.
You’ll need to provide a written copy of your diagnosis on letter-headed paper, from either a doctor, NHS professional, solicitor or your local Citizens Advice.
We’ll then assess your account and get in touch about next steps.
You can notify us in writing at the below email address: