New Mobile and Home network terms from 1 June 2022

In this article

We're updating your terms and conditions

We're updating your terms and conditions

With effect from 1 June 2022, we’re updating the Mobile network terms and conditions and the Home network terms and conditions due to new Ofcom regulations designed to improve your rights where we make changes to your service.

We’ve summarised the key changes on this page, but you can find a full copy of the new terms and conditions using the appropriate links below:

The changes mean that:
  1.  

    You may have more frequent opportunities than currently to cancel your plan where we make changes to it. With effect from 1 June, any changes to your terms and conditions that are not exclusively to your benefit may give you the right to leave your plan early with no early cancellation charges.

  2.  

    In some situations where we make changes to your terms and conditions, you may be able to leave other plans you have with us and we will tell you when that happens.

  3.  

    For mobile plans we can increase the cost of roaming calls (calls made while you’re outside the UK) because our roaming partners increase the costs. If we do, you will have the right to leave your EE plan if you are materially worse off.

  4.  

    For all plans we can also increase the cost of international calls and text (calls made while you’re in the UK) because of increases in wholesale costs. If we do you will have the right to leave your EE plan if you are materially worse off.

  5.  

    It’s clearer that there is a separate set of terms and conditions for each product you have with us.

  6.  

    We’ll continue to notify you of any contractual changes and your rights with a minimum of 30 days’ notice.

If you have any questions about these changes, please refer to the FAQs below.

Why are you making these changes?

Why are you making these changes?

The changes to your terms are a result of new EU regulations designed to protect you, otherwise known as the European Electronic Communications Code (EECC).

What is the European Electronic Communications Code (EECC)?

What is the European Electronic Communications Code (EECC)?

The EECC is an EU directive which regulates electronic communications networks and services in the EU. The code is enforced by Ofcom, the UK’s communications regulator.

Why does this matter when the UK has left the EU?

Why does this matter when the UK has left the EU?

The UK is bound to the EECC as part of the Brexit transition period agreement and EE must comply with the requirements of the code.

Can I leave my plan early as a result of these changes?

Can I leave my plan early as a result of these changes?

No, these changes improve the rights you have currently. They are designed to protect you from future changes to your services which are not to your benefit.

How will I know of future changes to my plan?

How will I know of future changes to my plan?

We’ll continue to notify you of any changes with a minimum of 30 days’ notice, including telling you whether you have the right to cancel a service or leave your whole plan if appropriate.

If my monthly price is increasing in line with inflation can I leave my plan early?

If my monthly price is increasing in line with inflation can I leave my plan early?

Annual RPI or CPI price increases are written into our terms and conditions, and you are asked to agree to these terms at the point of sale. An annual RPI or CPI related price increase does not allow you to leave your plan early.

What do the changes to roaming pricing mean?

What do the changes to roaming pricing mean?

Sometimes our roaming partners (Telco’s like us in other countries) put up the cost of roaming. When they do that your roaming cost will increase too, but you will be able to cancel your plan if the increase is material for you.

It’s very similar to how things are today but due to the new rules we have to make that clear to you.

What do the changes to international calls pricing mean?

What do the changes to international calls pricing mean?

Sometimes our international partners (Telco’s like us in other countries) put up the cost of calls and texts to those countries from the UK. When they do that your international calls and/or texts cost will increase too but you will be able to cancel your plan if the increase is material for you.

It’s very similar to how things are today but due to the new rules we have to make that clear to you.

What if I want to cancel when you make changes and I've not been told I can?

What if I want to cancel when you make changes and I've not been told I can?

You can contact us whenever we make a change to your service to discuss your options.

You’ve told me there are two changes of terms – what does that mean?

You’ve told me there are two changes of terms – what does that mean?

If you’ve been told you have two changes of terms, this is what's happening. With effect from 31 March you’re moving from terms with an annual RPI increase to terms with an annual CPI+3.9% increase. That’s the first change and you are allowed to leave us with no charge because of it.

Then with effect from 1 June those new terms will be updated as described above. That’s the second change.

Thanks for your feedback

 
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