EE IS NOW PART OF BT

We’ve got some brilliant news

EE has joined the BT Group, home of BT Sport, BT Infinity superfast fibre optic broadband, and the UK’s biggest fixed communications network.

You’ll see more from us and BT in the coming months as we begin working more closely together. In the meantime, rest assured we remain committed to providing you with the best service every day and we’re going to continue investing in building and running the UK's fastest network.

We’ve put together some frequently asked questions for you so that you can find out more about what EE and BT coming together will mean for you.

If you are a Small Business customer, view our Small Business FAQs >

If you are a Corporate Business customer, view our Corporate Business FAQs >

 

Frequently asked questions

What does this mean for me?

Will BT now be running my customer services?

Who do I call if I need to speak to customer services?

Will the signal identifier on my phone change to say BT?

I use the My EE app to manage My EE, will this change?

What about my bill? Will that change and will there be a change to the Direct Debit name on my bank statement?

What happens if I upgrade?

Will my number or plan change?

Can I cancel my contract?

Will my terms and conditions change?

Will I have to pay more?

Are there new services that are now available to me?

If I’m both an EE and BT customer, will I get a better deal?

Can I buy or get help with BT products in EE Shops?

 

What does this mean for me?

Nothing changes with your EE products, billing and customer service. And you’ll still be on the UK’s biggest, fastest and most reliable mobile network, which will continue to get bigger, faster and even more reliable.

Will BT now be running my customer services?

Nothing changes with your EE service. We’ve been working hard to improve customer service and we’re taking that commitment forward. You’ll still be served by EE customer service and retail staff that understand your account. 

Who do I call if I need to speak to customer services?

You can contact EE customer service as usual. You’ll find all of the contact details at ee.co.uk/help/get-in-touch.

Will the signal identifier on my phone change to say BT?

No, the signal on your phone will continue to say EE. You will continue to have access to the UK’s biggest, fastest and most reliable network.

I use the My EE app to manage My EE, will this change?

No, you can continue to use the My EE app to manage your account.

What about my bill? Will that change and will there be a change to the Direct Debit name on my bank statement?

No, your bill will continue to look exactly as it does today, and the name that appears on your bank statement will stay the same as well.

What happens if I upgrade?

It’s business as usual, so if you are eligible to upgrade, you can. Find out about the latest deals and devices online or contact EE customer service for more information about upgrading.

Will my number or plan change?

No, your number and plan will stay the same as they are today. However, if you do wish to change your plan please call 150 and we’ll have a chat or online at ee.co.uk.

Can I cancel my contract?

Your contract doesn’t change, and remains with EE Ltd. You can of course cancel your contract early, but if you choose to do so before the end of your plan’s minimum term you may have to pay an early termination charge. Have a look at your terms and conditions for details ee.co.uk/terms.

Will my terms and conditions change?        

No, your terms will remain the same. To review your terms and conditions please visit ee.co.uk/terms.

Will I have to pay more?

Your EE contract doesn’t change. 

Are there new services that are now available to me?

We have just joined the BT group, but we’re already developing new products that will combine our great mobile network with BT’s superfast fibre and TV, as well as other services. You’ll hear more from us about new products and services in the months to come.

If I’m both an EE and BT customer, will I get a better deal? 

All of your existing services from EE and/or BT will remain the same will remain the same until we agree to change them with you. However, as above, you’ll hear more from us about great new products and services in the months to come. 

Can I buy or get help with BT products in EE Shops?

EE shops will remain a place to get help, and to buy EE products and services. If there are any changes in the future, we’ll let you know.

The legal bit

The UK’s fastest network: Mobile only. 4G speeds depend on location & number of users. Check your coverage at ee.co.uk/coverage. Compatible device required. Based on results from the RootMetrics® UK RootScore® Report: Jan – June 2016. Tested at locations across the UK with the best commercially available smartphones on 4 national mobile networks across all available network types, conducting over 33K randomly sampled test cycles. Your experiences may vary. The RootMetrics award is not an endorsement of EE. Visit rootmetrics.co.uk for more details.

Why EE

4G in more places than any other network

We're making sure that we provide the biggest 4G coverage for you.

Call and text with WiFi

No signal? No problem! With WiFi Calling you can keep talking and texting even if you don’t have mobile signal.

Investing in our network

We're spending £1.5 million a day to keep improving our network's speed, reliability and call quality.

And ready for the future

We're always one step ahead. We were the first to introduce 4G to the UK, double speed 4GEE and now 4G+.