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

In this article

Here’s how to let us know about any significant changes to your circumstances.

Changing your name

Changing your name

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:

  1.  

    your marriage or civil partnership certificate

  2.  

    your passport and a recent utility bill

  3.  

    your deed poll

  4.  

    your decree absolute

Mail us

Please send the relevant document and a covering letter to:

Customer Administration
6 Camberwell Way
Doxford Technology Park
Doxford
Sunderland
SR3 3XN

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

Notifying us of a bereavement

Closing the account of someone who’s died

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

Transfer to a friend, colleague or family member

Transfer to a friend, colleague or family member

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.

To transfer the account:
  1.  

    call 150 from your EE phone

  2.  

    call 07973 100 150 from any phone

Things to remember:
  1.  

    the number must have been active on our network for three months

  2.  

    there must be no outstanding balance

  3.  

    the new account holder should have their credit or debit card ready for a credit check (if they don’t already have an EE account)

  4.  

    if you have a multi-plan discount on the line it will be removed

Prison, remand, deportation

Prison, remand, deportation

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.

Mail us

Please send the relevant document and a covering letter to:

Collections Operations
6 Camberwell Way
Doxford Technology Park
Doxford
Sunderland
SR3 3XN

Armed Forces contract suspension

Armed Forces contract suspension

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.

Mail us

Please send the relevant document to the address on the form – please remember to include both your phone number and email address.

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

Remember

You’ll need to have a Direct Debit set up for your device and no outstanding balance on your account.

> Find out how to set up a Direct Debit

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 966 250 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 966 250 from any phone to reactivate your account.

Ill health

Ill health

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.

Email us

Scan and email the relevant document and a covering letter to:

account.specialists@ee.co.uk

Please make the email subject ‘Care Helpdesk’

Mail us

Please send the relevant document and a covering letter to:

Care Helpdesk
6 Camberwell Way
Doxford Technology Park
Doxford
Sunderland
SR3 3XN

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