Accessibility overview with EE

At EE we're dedicated to improving the services and products we offer if you're speech-impaired or have another disability.

We can help with bill formats and choosing a phone if you need alternative communication.

To contact us directly using either Text Relay or the new Next Generation Text Lite dial 18001 in front of the long dial number you need.

Update: 18001 text relay service

Note: The Text Relay service is not available on Orange PAYG. If you're an Orange PAYG customer you should instead use the Text Relay Assist service (0870 240 9598 - text) or (0870 240 5152 – call) where the Text Relay assistant will connect you to your required destination (excluding premium rate and International calls). Calls to this number will be automatically credited on your next bill.

Our long dial customer services numbers are:

EE all customers - 07953 966 250
Orange pay as you go customers - 07973 100 450
Orange pay monthly customers - 07973 100 150  
T-Mobile all customers - 07953 966 150

Help choosing a phone

Customers who are deaf or hard of hearing >

Customers who are blind or visually impaired >

Customers with limited dexterity or poor grip >

Please come to an EE store or call Customer Service (see below) to ask for advice on choosing a phone or help with alternative communication. 

Bills and other stuff to read

Don't worry if you have difficulty reading your bill – we can provide you with a choice of Braille or large print versions on request. You can also get all of our other EE literature in a choice of the following formats on request:

  • Braille
  • large print
  • audio tape
  • electronic text format – particularly useful if you have sight difficulties and own a computer and 'text to speech' software.

Call customer services on 150 from your EE phone, 07953 966 250 from any other phone or +447953 966 250 from abroad to request your bill in one of these formats. 

Get help with your account

You can nominate a friend or family member to act as an authorised user to look after your account. All you need to do is set a password, and they'll be able to access your details securely.


Text Relay is a national telephone relay service for people who are deaf, hard of hearing, speech-impaired or deaf-blind. Text Relay connects people using a textphone with people using a telephone by converting text messages to voice.

Text Relay is available 24 hours a day, 365 days a year. Calls are charged at your telecommunications provider's standard rate. 

Update: 18001 text relay service

We are aware that some of our customers are currently unable to use the 18001 text relay service. We're working to get this fixed.

If you've been affected, you can use the text relay assist service. Just call 0870 240 9598 (text) or 0870 240 5152 (voice for customers who can speak but can’t hear). We will credit you for using this service until the 18001 service is back up and running.

Contact customer services

For Text Relay Assist Service please dial 0870 240 9598 (text) or 0870 240 5152 (voice - for customers who can speak but can’t hear), then ask for the customer service number you need - EE, Orange or T-Mobile. This will connect you with a relay assistant directly who will then dial our customer services.

EE customers Call 150 from an EE phone, 07953 966 250 from any other phone or through Text Relay Assist.

T-Mobile customers: Call 150 from your T-Mobile phone, 0845 412 5000 from any other phone or through Text Relay Assist.

Orange customers: If you're a pay monthly customer call 150 from your Orange phone, 07973 100 150 from any other phone or through Text Relay Assist.  If you're an Orange pay as you go customer call 450 from your Orange phone, 07973 100 450 from any other phone or through Text Relay Assist.

Free directory enquiries

A free directory enquiries service (195) is available to blind and other disabled customers who find it difficult to use a phone book.

It's a very straightforward service: call 195 to register. Each time you call it to get a number the operator will ask for your PIN (the one you were given when you registered) before you tell them your request.

Operator-connected calls

If you use our 195 service to get a phone number the operator can also connect any standard call for you for free.


EmergencySMS lets deaf, hard of hearing and speech-impaired people in the UK send an SMS text message to the UK 999 service, where it will be passed to the police, ambulance, fire rescue or coastguard.

Download the emergencySMS leaflet and register for the free Emergency 999 service.

Here are the free ways to contact EE:

  • By post at, Customer Services, EE, 6 Camberwell Way, Sunderland, Tyne and Wear, SR3 3XN
  • Post your question or issue in the EE community
  • Visit one of our retail stores

We appreciate that you may need help in using some of those free methods and that help may not always be available.

If you need to call us, you can do so on 150 from your EE, Orange or T-Mobile phone. If you have an Orange pay as you go phone please call 450. Depending on the time you are calling and your price plan, that call may be charged. We will tell you before any charges are applied.



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