Register your needs
To ensure we can tailor our service to you and your situation, please share your needs with us.
We'll make a note of your needs on your account, so our advisors will be aware of them whenever you get in touch.
Priority fault repair
Get extra support if your service is essential
At EE, looking after you is our top priority. And we know how important a working landline and broadband service is. It’s even more important when you rely on it for mobility or health reasons. That’s where our free priority fault repair scheme can help.
If you depend on your home phone or broadband because of a disability, long-term illness, or a severely sick child in your household, you may be eligible for our free Priority Fault Repair scheme.
What is Priority Fault Repair?
Priority Fault Repair is a free service that gives eligible EE customers priority over standard fault repairs.
If you're accepted onto the scheme, we'll treat faults affecting your EE landline or broadband service as a matter of urgency and work to fix them as quickly as possible.
We aim to prioritise repairs every day of the year, including weekends and bank holidays.
In some circumstances, we may not be able to prioritise repairs. For example, severe weather can affect engineer access and repair work.
Who can apply?
You can apply if you have a EE home phone or broadband service and you, or someone who lives with you, is:
- Classed as disabled under the Equality Act 2010.
- Housebound because of a chronic long-term illness or disability and unable to leave home without assistance.
- A severely sick child.
Under the Equality Act 2010, you're considered disabled if you have a physical or mental impairment that has a substantial and long-term effect on your ability to carry out normal day-to-day activities.
How to apply
To apply, you'll need to complete a Priority Fault Repair application form.
Your application must be supported by a doctor or hospital consultant.
The application must be countersigned by the medical professional and include either an official doctor's or hospital stamp. The medical professional must also provide their General Medical Council (GMC) number.
What isn't covered?
You won't be eligible for the scheme if:
- Your line is supplied by another provider.
- You live in a warden-controlled property, residential nursing home, care home, or similar type of accommodation.
- The service is used for alarm monitoring stations, control rooms, or other alarm line installations
Need help printing the application form?
If you're unable to print the application form yourself, there are a few ways you can get a copy:
- Print it at your local library.
- Ask a friend, family member, carer, or support worker to print it for you.
- Use printing facilities available through local community services, if available in your area.
If you're having difficulty accessing or printing the form, call us and we'll discuss the options available to help you complete your application.
Alternative bill and other communication formats
We can provide your bill and all other EE literature in the following formats, free of charge:
- large print - Arial, font size 18
- Braille - UEB (Unified English Braille), grade 2
- audio CD
To request your bill in one of these formats, contact us. Please also get in touch if you need something not on this list, like a different font size, coloured paper or text, or Grade 1 Braille.
Nominate someone you trust to help with your account
You can nominate a friend, family member or carer to act as an authorised user to look after your account.
All you have to do is set a password and give it to them and they’ll be able to help you with most things.
They’ll have near full access to your account, but for certain actions like changing ownership, closing the account or setting up a payment plan, they’ll need a power of attorney.
Power of attorney
A power of attorney is a legal document that allows a designated person to make decisions for you, or act on your behalf.
For advice on registering a power of attorney with us, please contact us.
Changing your account following diagnosis of an illness or disability
If you’re diagnosed with an illness or disability which you believe will impact your ability to use or pay for your service in any way, please let us know.
We’ll need a written copy of your diagnosis on letter-headed paper, from either a doctor, NHS professional, solicitor or your local Citizens Advice Bureau.
You can send this to us in one of two ways:
By email
Scan and email the relevant document and a covering letter to account.specialists@ee.co.uk, using the email subject ‘Care Helpdesk’.
By post
Please send the relevant document and a covering letter to:
Care Helpdesk
6 Camberwell Way
Doxford Technology Park
Doxford
Sunderland
SR3 3XN
Help with a bereavement
If you want to tell us about a bereavement, you'll need to give us:
- the account holder's name and their account number
- a phone number to contact you on
You can either:
- disconnect their broadband line or phone number and close their account
- transfer the connection or number to someone else
To notify us of a bereavement:
- Fill out our bereavement form.
- Call us on 150 from your EE mobile, or 07953 966 150 from any other phone.
Call barring
Call barring allows you to block incoming, outgoing and international calls from your mobile whether you’re at home or abroad. This way you don’t have to worry about unsuitable calls being made or received on your phone.
Find out more about call barring
Not sure how to turn call barring on and off on your mobile phone? Check the device-specific instructions in our device guides.