How do I change my account in the case of a life event?

If you’ve changed your name through marriage, divorce or deed poll, you will need to email us with a copy of one of these documents:

Or take your documents to your nearest EE shop and we can make the changes there.

Use the online form to notify us of a bereavement.

We’ll need:

• the account holder’s name and number
• a number to contact you on 

You can also let us know by phone. Call 150 from an EE phone or 07973 100 150 from any phone.

If you experience a bereavement, you can either:

• disconnect their broadband or number and close their account
• transfer the connection or number to someone else

To change the account holder name on your mobile account and transfer it to a new owner, give us a call when both you and the new account holder are together.

If you’re in prison, you’ll need to send us a letter on letter-headed paper from the prison, a solicitor or police court of justice, including official confirmation of your sentence or that you’re on remand awaiting trial.

If you’ve had a change to your residency status in the UK, we'll need a copy of the letter from the Home Office or UK Immigration, confirming the change.

If you or a family member is employed in the British Army, Royal Navy, Royal Air Force or as any other type of military personnel and are posted overseas, you can suspend your pay monthly contract for up to 12 months without charge. 

How to freeze your contract

You’ll need a contract suspension form from your unit’s Welfare Officer.

Once we've received your request, we’ll text you to confirm when the freeze will start.

What happens if I come back earlier than planned or my posting is extended?

Give us a call on 150 from an EE phone in the UK or 07953 966 150 from any phone. We'll be able to reactivate your account or tell you how to extend your suspension.

Will I be able to use my phone while my contract is suspended?

Yes, you’ll still have full use of your handset but you won’t be able to use your minutes, data or texts that are included in your pay monthly contract.

Can I temporally lift the freeze on my contract?

Unfortunately you won’t be able to reactivate for a short period – for instance if you’re on leave. If you return home permanently or on a long-term basis, call 150 from an EE phone in the UK or 07953 966 150 from any phone to reactivate your account.

If you’re diagnosed with an illness or disability you believe will impact your ability to use or pay for your service in any way, please contact us and let us know.

We’ll need a written copy of your diagnosis on letter-headed paper, from either a doctor, NHS professional, solicitor or your local Citizens Advice Bureau.