Get a copy of the information EE holds about you
In some cases, it’s quicker to log in to your account or call us for the details you need.
For example, if you want your billing information or contact information:
- Download and open the EE app.
- Log in to your account online.
- Contact us from any phone.
Need to know
Use our online form to request a copy of the personal information we hold about you.
We usually respond within one month. If your request is complex or you’ve made several requests, it may take up to three months.
We’ll send your information electronically unless you ask for it by post.
If you work for one of our corporate customers, ask your employer to request a copy of your personal information on your behalf.
Information that can be requested
The following information can be requested:
- Personal account information (such as any contact information that we hold on file, email addresses, mobile numbers, and postal address).
- Notes from the account.
- Call recordings are kept in accordance with regulatory obligations and our retention policy. They are deleted once the applicable retention period has expired. For more information, please see our privacy policy.
- Call recording details for the past 12 months (subject to availability).
- Copies of contract information and payment information correspondence.
- Call logs for the past 12 months.
Information that cannot be requested
We can’t provide the following information:
- Incoming call details (unless needed by a solicitor with a Court Order or Witness Summons).
- Content of SMS sent or received.
- Content of MMS sent or received.
- Content of voice calls.
- Content of deleted voicemail.
- Call record logs older than six months (in some circumstances, we may be able to provide call logs for the past 12 months).
- Historical itemised billing.
How to change what information EE has about you
Want to update or change the personal data we hold about you? You can ask us to correct, complete, delete, or stop using any personal information we hold about you.
In some cases, we may only be able to partially complete your request or may not be able to do so. This is because we either have to process your information to fulfil our legal and regulatory obligations, we have to continue to provide our products and services to you, or there are other legitimate reasons to process it. We’ll always explain why.
Need to know
Use our online form to make a request to correct, complete, delete or stop using any of the personal information that we hold about you.
Can I take my information to another data provider?
Moving to another provider and want to take your data with you? You can ask us to give you a copy of the personal information you've provided, or transfer it to another provider, if we've used it to deliver a service or with your consent.
This right only applies to information held electronically and doesn't cover paper records.
What This Right Covers
This right applies to the personal information that you have provided to us. It does not extend to information that we have inferred or derived about you from the data you provided.
Need to know
- Use our online form to request to get a copy of the data you wish to take to your new provider.
- When possible, we’ll send your personal information straight to your new provider.
- We’ll share your data in a clear, common format like CSV, XML or JSON, making it easy to use.
- We usually respond within one month. If your request is complex or you send several at once, it may take up to three months. If that happens, we’ll let you know within the first month and explain why.
- We don’t normally charge for handling your request.
We will normally respond within one month of your request but may take a further two months if your request is complicated or you send us a lot of requests at once.
We’ll provide your personal information in an electronic format.
Our Privacy Policy
To find out more detail, view EE's Privacy Policy online.