If your device is faulty
Start with a quick check
Problems can happen for lots of reasons, for example:
- a software update didn’t install properly
- the software is out of date
- there’s a fault with internal or external parts, including the battery
Need to know
Not sure what's caused the problem?
Use our interactive diagnostic tool to find out what’s wrong and how to fix it.
Manufacturer warranty
If the diagnostics can’t fix the issue, we’ll explain how to get your device repaired under the manufacturer warranty.
To check if your device is still in warranty, look at:
- the device packaging
- the paperwork that came with it
If you can’t find this information, you can:
- call 150 from your EE phone
- call 07953 966 150 from any other phone
If your device is less than 30 days old and you think it’s faulty, you may be eligible for a free replacement.
If your warranty has ended, we offer a chargeable repair to get you back up and running.
If you have insurance or extra cover
If you’re not sure what cover you have, log in to your EE account to:
- check your insurance confirmation
- view your policy details and terms
- see your Airtime Plan bill
If your registered device is diagnosed with a fault in its first 24 months, you’re entitled to a next‑day replacement. We'll
- send a refurbished replacement, sent by courier
- add a £50 fee to your next Airtime Plan bill
- SIM Only customers
- Apple customers in the first 12 months of their plan
If we replace your device and later find it wasn’t faulty, for example it’s been damaged, we may charge you for the replacement and remove this cover.
Once the manufacturer warranty ends, your device stays covered for the life of your policy.
Apple Technical Support will assess the fault. If they can’t fix it, they’ll offer options such as:
- Apple Express Replacement Service
- mail‑in repair or replacement
- repair or replacement at an Apple Store or Apple Authorised Service Provider
You don’t need to make an insurance claim before visiting Apple.
If you’d rather upgrade
If the fault isn’t covered under warranty, or you don’t want a repair, you can check if you’re eligible for an upgrade:
- Text UP to 150 from your EE phone
If your device is damaged
You can make a damage insurance claim through your EE account at any time.
Log in to make an insurance claim
If you’d prefer to speak to us:
- call 150 from your EE phone
- call 07953 966 150 from any other phone
Find out how to make a claim
If you have Full Cover or Damage Cover with AppleCare Services, your device may be eligible for repair at an Apple Store or Apple Authorised Service Provider. This will be confirmed during your claim.
If you don’t have insurance, you can still book a repair with EE for a fee.
If your device is lost or stolen
Protect your account
Let us know as soon as possible so we can block the device from being used on any UK network. This stops any charges for calls or data.
If you find your device later, we can remove the block.
To report it missing:
- call 150 from your EE phone
- call 07953 966 150 from any other phone
Get a replacement
If you have insurance, contact us straight away to make a claim:
- call 150 from your EE phone
- call 07953 966 150 from any other phone
Find out more on how to make a claim
If your device was stolen, report it to the police and get a Crime Reference Number. You’ll need this to make a claim.
Use 101 for non emergencies. If the theft happened abroad, report it to the local police.
If your device is recovered after a claim, it becomes the property of the insurer and must be returned to EE.
If you don’t have insurance, it’s still important to contact us immediately to protect your account from unwanted charges.
Visit an EE store
You may need to visit an EE store if we can’t resolve your issue online or over the phone, or if your cover needs an in person check.
You might be asked to visit a store if:
- you have Extended Warranty for an Apple device and need a repair or replacement
- your device needs to be checked in person, for example to confirm a fault
- you’re collecting or returning a device as part of a repair or replacement
- we need to verify your ID to help with your account or plan
An EE Guide will explain your options and help you get things sorted.
Need to know
If you need to visit one of our stores, bring your driving licence or passport as ID. Your passport needs to be valid, with at least 6 months left.
This helps us sort almost anything for you, from picking up a new device to getting support with your plan. It’s quicker and more secure for you and our Guides.
You can also verify your ID in the EE app. That way, you’ll be ready for help without needing to bring ID with you.
Use location services to find your device
Some devices let you track their location.
Find My on Apple devices
If you’ve lost an Apple device, use Apple’s Find My feature:
- Log in to iCloud with your Apple ID
- Select Find My
- Choose the missing device from All Devices
You’ll see its last known location and battery status. You can also:
- play a sound
- switch on lost mode
- erase your data
- track its location
If the battery has run out, you can still turn on lost mode and request a found notification.
Extended Warranty for Apple Products
If you have an Extended Warranty, you can:
- call 150 from your EE phone
- call 07953 966 150 from any other phone
We’ll repair your device or replace it with a refurbished one if it can’t be fixed.