What is the EE Service Pack?

     
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You'll get our Service Pack at no extra cost when you take out, or upgrade to, a new pay monthly or SIM only 5G Smart, Smart or Essential plan from 1 May 2019.

What's included in the Service Pack?

What's included in the Service Pack?

You'll get an EE Lifetime Guarantee on your device until you either upgrade or leave and you'll also benefit from an Annual Device & Account MOT to make sure your device stays in the best condition. Plus on selected 5G Smart, Smart or Essential plans, you'll also get £10 to spend on our premium range of device cases and screen protectors.

How do I get the Service Pack?

How do I get the Service Pack?

You'll get the benefits of the Service Pack automatically added to your account when you've taken, or upgraded to, a 5G Smart, Smart or Essential plan from 1 May 2019.

> Find out more about 5G Smart, Smart and Essential plans

How much does the Service Pack cost?

How much does the Service Pack cost?

Nothing, the Service Pack is included at no extra cost on eligible plans.

How can I view my Service Pack benefits?

How can I view my Service Pack benefits?

You can view and manage your Service Pack benefits including both your EE Lifetime Guarantee and your Annual Device & Account MOT benefits on My EE:

  1.  

    log in to My EE or use the My EE app

  2.  

    go to Menu > Plans, Swappables & add-ons

  3.  

    select the Add-ons tab

What is the EE Lifetime Guarantee?

What is the EE Lifetime Guarantee?

If you've taken, or upgraded to, an eligible pay monthly phone or tablet plan, the EE Lifetime Guarantee will cover your device against any manufacturer faults for the lifetime of your new contract until you either upgrade or leave.

So if something goes wrong and your device breaks down through no fault of your own, we'll repair or replace your device for free. Plus you can be safe in the knowledge that your device will be in good hands as we always use authorised experts.

How is the EE Lifetime Guarantee different from my manufacturer warranty?

How is the EE Lifetime Guarantee different from my manufacturer warranty?

Your device still comes with a manufacturer warranty but the EE Lifetime Guarantee means that you're covered under the manufacturer warranty terms for the life of your contract until you upgrade or leave. As most manufacturers provide a 24-month warranty, and Apple devices come with a 12-month manufacturer warranty, the EE Lifetime Guarantee is longer than any standard manufacturer warranty.

How do I claim on my EE Lifetime Guarantee?

How do I claim on my EE Lifetime Guarantee?

To make a claim on your EE Lifetime Guarantee:

  1.  

    call 150 from your EE phone

  2.  

    call 07953 966 250 from any other phone

  3.  

    or take your device into an EE store

What happens to my EE Lifetime Guarantee at the end of my contract?

What happens to my EE Lifetime Guarantee at the end of my contract?

You'll be covered by the EE Lifetime Guarantee for as long as you remain on your plan.

If you upgrade to an eligible pay monthly plan, your new device will be covered by the EE Lifetime Guarantee but your previous device will no longer be covered.

Alternatively if you move to a SIM only plan at the end of your current contract, your device will no longer be covered by the EE Lifetime Guarantee.

Do I need additional insurance if I have the EE Lifetime Guarantee?

Do I need additional insurance if I have the EE Lifetime Guarantee?

The EE Lifetime Guarantee is not insurance - it's an extension of your manufacturer warranty - so it won't cover you for the theft, loss or any damage to your device.

> Find out how to buy additional insurance from EE

What is an Annual Device & Account MOT?

What is an Annual Device & Account MOT?

Every year we'll make sure your device is still at its best. So we'll give your device a thorough check-up, a clean and polish as well as check for any apps or software that could help you get more out of your device. We'll then send you a full service report.

While you're at your appointment, we'll also take a look at your account to see if you could be saving money or getting more value from EE. Plus you'll get another £10 off premium cases or screen protectors when you come in for your appointment.

How do I get my Annual Device & Account MOT?

How do I get my Annual Device & Account MOT?

We'll send you a text message on your 12-month contract anniversary and invite you to book an Annual Device Account MOT in your local EE retail store.

How do I get £10 off protective kit?

How do I get £10 off protective kit?

You'll need to have taken, or upgraded to, a pay monthly or SIM only 5G Smart, Smart or Essential plan to be eligible for the £10 off a premium case or screen protector.

The legal bit

The legal bit

 
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Last updated: 22/5/2019
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