Find out what to do if your device is faulty, damaged, lost or stolen.
Sometimes device faults occur which stop the device working as it should, even if there has been no physical or water damage. They could be related, but not limited, to a number of different causes such as; a software update which has not installed correctly; out-of-date software; loose parts inside the device; or a malfunctioning battery.
If you think your device is faulty, there are a few things you can do that may fix the problem:
> Find out more if you got your device direct from EE and it is less than 30 days old
If your device has been physically damaged, for example if it has been dropped, see the ‘What can I do if my device is damaged?’ section below.
Use our interactive diagnostic tool to help you find out what is wrong and how it can be fixed
All mobile devices come with a manufacturer warranty. Most manufacturers provide a 24-month warranty, however Apple devices come with a 12-month manufacturer warranty. A warranty covers the repair of your device if it breaks down through no fault of your own. Manufacturer warranties do not cover accidental damage.
To find out if you are in warranty on your device, you can check your device packaging and the information that came with it.
If you're unable to find it:
If you are in warranty, you can book a free repair with EE or the manufacturer.
Please note: If your device is less than 30 days old and you think it could have a fault, we may be able to replace it with a brand new device, free of charge.
If you are an iPhone customer and have Extended Warranty:
We will then repair it. If we can’t fix it, we will replace it with a refurbished device.
As a Full Cover or Damage Cover customer, you are entitled to a next-day replacement option should your registered device be diagnosed with a fault during the first 24 months of its life. For a £50 fee, we will arrange for a courier to visit you to exchange the faulty device for a refurbished replacement. This fee will be added to your next Airtime Plan bill. This service is not available to SIM Only customers or to Apple customers within the first 12 months of your Airtime Plan contract.
If we have collected and replaced your device and discover the old device was not faulty (e.g. if it has been damaged), we may charge you for the cost of the replacement device and may remove the Full Cover or Damage Cover from your Airtime Plan contract.
If your device’s fault is not covered under warranty, or you don’t want to get it repaired, you can check whether you are eligible for an upgrade:
If you have Damage Cover or Full Cover and have accidentally damaged your device (including water damage), to make a claim:
We have detailed instructions explaining what you need before making a claim and what to expect during the call and following it.
If you don’t have insurance you may get your device repaired with EE for a fee. Pop in to an EE store and speak to one of our advisors.
If you don’t have insurance, or don’t want to claim, you can check whether you are eligible for an upgrade:
Try retracing your steps, speak to friends/family around you at the time and record the details of when you last saw your device. This information will help with your claim.
Depending on which apps you have, you can try a few things to locate your device. You should always consider your personal safety when trying to retrieve a lost device.
iPhone customers can try using Find My iPhone to locate their device. All you need to do is:
If your device is lost and you can’t locate it, you need to bar and blacklist your device to make sure that it can’t be used on any network if it’s found. That way you won’t be billed for any data or voice use on your missing device. Don’t worry, blacklisting isn’t irreversible; if you do find it, you can reactivate it again.
If you have lost your device and have insurance with EE, to make a claim:
We have detailed instructions explaining what you need before making a claim and what to expect during the call and after.
If you don’t have insurance, or don’t want to claim, you can check whether you are eligible for an upgrade:
If your device has been stolen, please contact your local police to report the theft. Remember that, unless it’s an emergency, it’s usually best to call 101 rather than 999. You'll be charged to call 101. You need to report it so you can get a Crime Reference Number (CRN), which you will need to make a claim.
If the theft happened abroad, you will need to report it to the local police.
If your device has been stolen, you need to bar and blacklist your device to make sure that it can’t be used on any network if it’s found. That way you won’t be billed for any data or voice use on your missing device. Don’t worry, blacklisting isn’t irreversible; if you recover it, you can reactivate it again.
If, after you make a claim, you or the police recover your device, it becomes property of the insurer and you will need to return it to EE.
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