No-one should have to put up with unwanted calls or texts. Here are some ways to avoid them.
Types of calls and texts
Types of calls and texts
Unwanted calls or texts could be from sales and marketing companies trying to sell goods or services. Or unsolicited text messages (spam) inviting you to urgently call a premium rate and text services. They could also simply be calls from a number you no longer want to be able to contact you.
Please note: all text messages sent from EE will clearly state they're from us in the sender information. If it doesn’t say it’s from us in the sender information, then it’s not from us.
Unwanted sales or marketing calls
If you receive a call from a company that you don’t know or don’t want to hear from, you should:
ask who’s phoning – the calling agent must give you the name of the caller and, if you ask for it, the address of the caller or a free phone number
tell them you no longer wish to receive live marketing or sales calls
You could also:
register your landline or mobile number with the Telephone Preference Service (TPS). This free service allows you to register your preference not to receive any unsolicited telesales calls
report silent or recorded message calls to the Ofcom website, or by calling them on 0300 123 3333
if you still get unsolicited calls from companies you can register a complaint on the TPS website, or text call and the caller’s number to 7726
Please note: DO NOT give any information about yourself, especially bank details. You should only give people you know and trust personal information, including your name and phone number.
Unwanted sales or marketing texts
To report spam texts to us, forward the message to 7726.
You can also:
reply STOP to the text message. Only do this if you know the company that texted you. You can learn more about the ‘STOP’ command on the Phone-paid Services Authority website
DO NOT reply to the text if you don’t know the company – the sender will know the message was received and may send more
DO NOT call any premium rate number included in unsolicited text messages (often beginning 090) unless you know the service you’re calling. To check the number, use the Number Checker on the PSA website
Blocking texts:
Please note: other apps such as WhatsApp or Facebook messenger work independently, and you’ll need to set up a block from within those apps to prevent contact.
> You can find more detailed instructions for your phone in our device guides
Blocking calls and texts on your device
Blocking calls and texts on your device
Blocking calls and texts on your device
Most handsets allow you to block certain numbers from being able to call or text you. When activated, callers will be diverted to your voicemail. Setting this up is easy, free, and varies depending on the handset you have.
Blocking calls
open your phone dialler and go to Settings (or sometimes More)
look for a call blocking section where you can manage a list of numbers
you may also be able to do this from your call log – select the number or contact and look for a block option
Blocking texts
open your phone’s messaging app and go to more/settings
look for a block option and choose a number
you can also open a message, go to more/settings and look for a block option
Malicious calls
Malicious calls
keep calm – malicious calls are often made by people trying to get a reaction. Staying calm often stops them
DO NOT give any information about yourself, especially bank details. You should only give people you know and trust personal information, including your name and phone number
don't give out your mobile number. When you answer just say "Hello" rather than giving your name and number
if the call is malicious, and direct threats have been made against you or your family, you should report it the police
Read forms carefully
Tip: Be careful which box you tick – sometimes when you fill in forms, either online or in person, companies will ask if it’s OK for them or other companies to get in touch with you. Read this section carefully as sometimes there's a box for you to tick, but sometimes you might need to un-tick a box.
If you don’t want to change your mobile number or the situation is more serious, you can contact the EE Nuisance Calls Bureau (NCB). Call us on 150 free from your EE phone or 07953 966 250 from any other phone.
We’ll take the relevant details and someone from the NCB team will contact you within 48 hours. We normally need three examples of nuisance or malicious calls or texts to progress the investigation but can proceed with fewer examples if the situation is more serious.
Please note: in most cases the first change of number is free of charge. If you request another change then charges may apply.
Some things to know:
if you have a pay as you go account, you’ll need to register your details before the NCB investigation can proceed
a referral to the NCB team could lead to police involvement and a criminal prosecution
we can't put a trace on a mobile phone line
we can't block calls or texts from a specific number
if you want to save voicemail messages as evidence, remember they’re only stored for seven days, so make sure you contact us within that time
