Security advice for your phone

  • EE
  • Orange
  • T-Mobile

Since we use our phones for email, banking and shopping, keeping your personal details secure is absolutely vital.

Simple tips to help keep your phone secure

  • Make sure you've locked your phone with a PIN - if you lose your phone, it's locked
  • Make sure you’ve activated SIM PIN and changed your PIN to something memorable. This stops your EE SIM being used fraudulently in another device if it gets stolen
  • If your phone gets lost or stolen, change all the passwords for the services you use on it, especially your email, social networks and mobile banking
  • Don't reply to emails or texts from people you don't know
  • Turn off your WiFi if you're in a public area and you're not using it

Consumer help

For more on how you can help to protect yourself from crime and other dangers, check these links:

  • CheckMEND - before you buy a phone in the UK, you can check that it's not stolen.
  • Immobilise - this site will help police return your phone if it's stolen.
  • Action Fraud UK – use this if you believe you've been sold a phone as a result of a crime or fraud.
  • Out Of Your Hands - help for parents and teachers of young people about going online and using mobile phone apps.

If your phone is disabled

EE has new software to disable phones that have been stolen. 

So if your phone shows the message starting: “This phone has been disabled by EE…” then this phone has been reported as having been obtained by fraud. That means you won't be able to make calls or access data on the phone.

If you bought the phone in the UK from EE, Orange or T-Mobile and believe this is a mistake, you can ask for this action to be reviewed.

To do this, call the customer service number on our Get in touch page.

If you bought the phone from someone else, you'll need to contact them to tell them it's been disabled and to ask for a refund or replacement.

If you're unsuccessful, you can ask us to investigate. We'll ask you to provide details about how you bought the phone. Then we can look into whether it should be re-enabled. You'll get a response within five business days. Only EE can re-enable the phone.

Making an emergency call

You can make an emergency call when your phone is disabled.

To do this, use the button at the bottom of the screen, which will take you to the keypad.

Since we use our phones for email, banking and shopping, keeping your personal details secure is absolutely vital.

Simple tips to help keep your phone secure

  • Make sure you've locked your phone with a PIN - if you lose your phone, it's locked
  • Make sure you’ve activated SIM PIN and changed your PIN to something memorable. This stops your EE SIM being used fraudulently in another device if it gets stolen. 
  • If your phone gets lost or stolen, change all the passwords for the services you use on it, especially your email, social networks and mobile banking
  • Don't reply to emails or texts from people you don't know
  • Turn off your WiFi if you're in a public area and you're not using it

Consumer help

For more on how you can help to protect yourself from crime and other dangers, check these links:

  • CheckMEND - before you buy a phone in the UK, you can check that it's not stolen.
  • Immobilise - this site will help police return your phone if it's stolen.
  • Action Fraud UK – use this if you believe you've been sold a phone as a result of a crime or fraud.
  • Out Of Your Hands - help for parents and teachers of young people about going online and using mobile phone apps.

If your phone is disabled

EE has new software to disable phones that have been stolen. 

So if your phone shows the message starting: “This phone has been disabled by EE…” then this phone has been reported as having been obtained by fraud. That means you won't be able to make calls or access data on the phone.

If you bought the phone in the UK from EE, Orange or T-Mobile and believe this is a mistake, you can ask for this action to be reviewed.

To do this, call the customer service number on our Get in touch page.

If you bought the phone from someone else, you'll need to contact them to tell them it's been disabled and to ask for a refund or replacement.

If you're unsuccessful, you can ask us to investigate. We'll ask you to provide details about how you bought the phone. Then we can look into whether it should be re-enabled. You'll get a response within five business days. Only EE can re-enable the phone.

Making an emergency call

You can make an emergency call when your phone is disabled.

To do this, use the button at the bottom of the screen, which will take you to the keypad.

Since we use our phones for email, banking and shopping, keeping your personal details secure is absolutely vital.

Simple tips to help keep your phone secure

  • Make sure you've locked your phone with a PIN - if you lose your phone, it's locked
  • Make sure you’ve activated SIM PIN and changed your PIN to something memorable. This stops your EE SIM being used fraudulently in another device if it gets stolen. 
  • If your phone gets lost or stolen, change all the passwords for the services you use on it, especially your email, social networks and mobile banking
  • Don't reply to emails or texts from people you don't know
  • Turn off your WiFi if you're in a public area and you're not using it

Consumer help

For more on how you can help to protect yourself from crime and other dangers, check these links:

  • CheckMEND - before you buy a phone in the UK, you can check that it's not stolen.
  • Immobilise - this site will help police return your phone if it's stolen.
  • Action Fraud UK – use this if you believe you've been sold a phone as a result of a crime or fraud.
  • Out Of Your Hands - help for parents and teachers of young people about going online and using mobile phone apps.

If your phone is disabled

EE has new software to disable phones that have been stolen. 

So if your phone shows the message starting: “This phone has been disabled by EE…” then this phone has been reported as having been obtained by fraud. That means you won't be able to make calls or access data on the phone.

If you bought the phone in the UK from EE, Orange or T-Mobile and believe this is a mistake, you can ask for this action to be reviewed.

To do this, call the customer service number on our Get in touch page.

If you bought the phone from someone else, you'll need to contact them to tell them it's been disabled and to ask for a refund or replacement.

If you're unsuccessful, you can ask us to investigate. We'll ask you to provide details about how you bought the phone. Then we can look into whether it should be re-enabled. You'll get a response within five business days. Only EE can re-enable the phone.

Making an emergency call

You can make an emergency call when your phone is disabled.

To do this, use the button at the bottom of the screen, which will take you to the keypad.

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