DEVICE REPAIR

Got a problem with one of your devices? We can help.

Can I fix the problem myself?

It’s worth a try. A lot of problems can be fixed without the need to send your device off for repair.

Here’s what to try:

  • Switch your device on and off
  • Do a hard reset of your device
  • Check for software updates
  • Close down all applications
  • Switch Bluetooth, WiFi and GPS off if the problem’s with your battery

If none of those quick fixes work, try our handy troubleshooter tool for more suggestions.

Can EE fix my device?

Yes. And the repair will be free if your warranty’s valid and covers the fault.

If you’ve had the device for less than 30 days, we’ll even give you a shiny new one.

We can also fix some out-of-warranty faults up to the value of £200.

It all works slightly differently if you have an Apple device. So, get in touch with us or Apple to discuss your options.

How do I book a repair?

You can:

You can choose from three types of repair:

Fast fix

  • If your fault’s covered by warranty, you can get your device fixed within three working days for a £25 fee
  • Book your repair through our troubleshooter tool or by calling 150
  • We’ll send a DPD courier to collect and redeliver your device from your choice of address at a time that suits you best
  • And don’t worry. If the fault isn’t covered by warranty, we won’t carry out any costly repairs without speaking to you first

Pick Up Drop Off (PUDO)

  • Book a repair through our troubleshooter tool
  • Print off your repair booking form and DPD package label
  • Securely package your device and booking form and stick the package label on the front of your parcel
  • Drop it off at your nearest DPD drop off point
  • Choose an address and, when it’s ready, we’ll drop your phone there.

Standard repair

  • This is free and take around 14 days
  • Book a repair through our troubleshooter tool, take your device into a store or by calling us on 150 and we’ll send a courier to collect it.

Is my device still under warranty?

Your warranty period depends on the device manufacturer. Find out the warranty status on our repair tracker once you're booked in. Or contact us and we can tell you.

If you think the warranty status we have for your device is wrong, we’ll need to see proof of purchase. 

What if my device is insured?

If you’re insured, you might be entitled to a fully refurbished replacement device delivered next day.

How claims work:

  • Call 150 from an EE phone or 07953 966 250 from any other phone (charges apply)
  • Our team will run a diagnostics check
  • They’ll then discuss your options based on your insurance policy
  • We’ll send a courier to collect your old device and give you a new one if you’re covered

You'll be charged a £50 fast fault replacement fee if you have Full Cover or Damage Cover.

Or an excess fee if you have Clone Phone Fully LoadedTablet Care or Orange Care.

Take a look at our terms and conditions to find out more.

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, Isle of Wight and some parts of Ayrshire, Paisley and Perthshire. Excludes bank holidays and exceptional circumstances.

Can I check on the progress of my repair?

We’ll keep you updated by text or email. But you can also track your repair online.

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+.