Orange is switching to EE

     
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Orange has been part of EE since 2011 and, in the coming months, we’ll be switching everyone on our old Orange plans over to new EE 3G plans – so we can focus on providing the best possible service and experience for all our customers. 

 

You don’t need to do anything – we’ll do everything for you and send you a text when your switch is complete – but you can find out more about the switch below.

Will I be able to use my phone during the switchover?

Will I be able to use my phone during the switchover?

You can continue to use your phone as normal. You’ll be switched overnight but, if you happen to be on a call at that time, you may experience a loss of service for a few seconds. If this happens, you'll need to redial to continue your call.

What should I do if my phone isn’t working after the switch?

What should I do if my phone isn’t working after the switch?

We’ll get you up and running again as soon as we can. Call us on 0800 079 5328. Your number will transfer seamlessly but if you’re concerned that you have no service, take a look at our network status checker.

What if I’m travelling abroad while the switch is happening?

What if I’m travelling abroad while the switch is happening?

There’s a small chance you may experience a loss of service. If you’re planning to travel abroad within the next few months, we recommend you check our roaming rates to see if the charges will change.

What if I have more than one Orange number on the same account?

What if I have more than one Orange number on the same account?

They’ll all be switched to EE at the same time.

What if I don’t want to be switched over to EE?

What if I don’t want to be switched over to EE?

Orange small business plans are closing, so all customers will be switched to EE.

If you really don’t want to switch you can disconnect your number from our network by: 

  1.  

    calling us on 150

  2.  

    or 07953 966 502 if you have a mobile broadband device

What will happen to my Signal Box?

What will happen to my Signal Box?

Your Signal Box will continue to work as normal.

What's different about EE 3G?

What's different about EE 3G?

With EE pay monthly, there are a few changes and loads of extra benefits.

You’ll get a new set of minutes and unlimited texts, plus we’ll tell you if you’re running low on data, so no bill-shock. And if you need more data, it’s quick and simple to get add-ons.

You can also manage your account and your bills wherever you are with the My EE app – just download it for free from your device’s app store.

What Orange services won’t be available on EE?

What Orange services won’t be available on EE?

The following services won't be available on EE:

  1.  

    Magic Numbers

  2.  

    Orange Text Alerts

  3.  

    Orange Plus services

  4.  

    content subscriptions

What if I’m not happy with the plan allowance I’ve been told I’ll get?

What if I’m not happy with the plan allowance I’ve been told I’ll get?

Your new EE plan will be 3G and closely matched to your current plan, based on your usage, allowances and any discounts you currently receive.

To discuss different options:

  1.  

    call us on 150

Can I change my EE 3G pay monthly plan?

Can I change my EE 3G pay monthly plan?

Yes, you can upgrade to a new 4G plan that suits your needs.

> Take a look at our pay monthly plans

How can I get access to 4G?

How can I get access to 4G?

You’re currently on our 3G network. To get 4G, you'll need to upgrade to an EE 4G plan and get a new SIM card. You’ll also need a 4G-compatible device.

To get started:

  1. 1

    use our coverage checker to see if 4G is available in your area

  2. 2

    choose a 4G device from our online shop

  3. 3

    choose a new 4GEE plan

How do I buy data if I’m on a plan that doesn’t come with data allowance?

How do I buy data if I’m on a plan that doesn’t come with data allowance?

When you switch to EE, the way you use data will change – you’ll need to buy a data pass.

A data pass is a package of data (MB or GB) you can buy. If you’re using a mobile broadband service, you can buy data by logging in to My EE and picking the right amount of data for you.

There’s no need to worry, it’ll give you better control of your spending and no bill-shock. 

How can I buy an add-on?

How can I buy an add-on?

To buy an add-on:

  1.  

    log in to My EE

  2.  

    download the My EE app from your device's app store

  3.  

    or call us on 150

How do I get my voicemail on EE?

How do I get my voicemail on EE?

Your existing stored voicemail settings and messages will remain the same once you switch over.

You’ll now have to dial:

  1.  

    222 instead of 123 from your mobile

  2.  

    or 07953 222 222 instead of 07973 100 123 from any other phone

Voicemail will be included in your plan’s allowances.

How will I pay my bill?

How will I pay my bill?

If you paid by Direct Debit on Orange, we’ll transfer it to pay your EE bill – so you don’t need to do anything. 

If you pay by credit or debit card, there may be a charge if you don’t pay by the due date on the first page of your bill. You’ll need your new EE account number and EE's bank account details – they’re both on your bill.

You can set up a Direct Debit after the switch when you sign up to manage your account with My EE.

Will my Direct Debit date remain the same?

Will my Direct Debit date remain the same?

Yes, you’ll continue to pay on the same date or up to three days later via Direct Debit - but your bank statement will say EE instead of Orange.

We’ll send you a new Direct Debit confirmation letter and a copy of the Direct Debit Guarantee when you switch.

What happens to the charges on my Orange bill before the switch?

What happens to the charges on my Orange bill before the switch?

You’ll need to pay your latest Orange bill as normal and you’ll then receive an EE bill after the switch.

How will I get my bill when I've switched to EE?

How will I get my bill when I've switched to EE?

Your first EE bill will be a paper bill and will have any additional information you might need. After that you’ll receive e-bills as standard. You can get paper bills for £2.50 a month – to set this up, call us on 150.

If you already pay by Direct Debit nothing will change but if you don't, you can set up a Direct Debit in My EE.

Why has my bill date changed?

Why has my bill date changed?

We've tried to keep your payment date the same, so we've had to change the date you see on your bill to make this possible. You don't have to pay your bill any earlier.

How will I be affected by the RPI increase?

How will I be affected by the RPI increase?

The price of your plan changes in March each year in line with the Retail Price Index (RPI) and will be based on the full price of your plan, plus any additional services you use.

Can I manage my new EE account online?

Can I manage my new EE account online?

Yes. It’s easy to manage your new EE account online when you register for My EE or download the My EE app from your phone’s app store once your switch is complete.

With My EE you can:
  1.  

    view your bills and order copies

  2.  

    make payments

  3.  

    manage your account

     

How can I access historical account information?

How can I access historical account information?

To access historical account information:

  1.  

    call us on 150

How can I get in touch with EE?

How can I get in touch with EE?

To get in touch:

  1.  

    call us free on 150

  2.  

    text HELP to 150

  3.  

    call us on 07953 966 502 (if you have a mobile broadband device)

  4.  

    or pop into an EE store

Can I contact you in an alternative format (hearing or speech impaired)?

Can I contact you in an alternative format (hearing or speech impaired)?

Yes, here’s how to get in touch.

The legal bit

The legal bit

View:
  1.  

    terms and conditions

  2.  

    3G pay monthly price guide

Need more help?

 
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Last updated: 21/11/2018
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Thank you.

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Thank you.

Glad to hear it.