Sometimes device faults occur which stop the device working as it should, even if there has been no physical or water damage. They could be related, but not limited, to a number of different causes such as; a software update which has not installed correctly; out-of-date software; loose parts inside the device; or a malfunctioning battery.
If you think your device is faulty, there are a few things you can do that may fix the problem:
- turn the device off and on again
- reinstall any software update/the latest software update
- do a hard reset – the instructions that came with your device will tell you how to do this
- if you are having problems with you battery life, you can conserve the battery by closing apps and turning off battery draining features such as Bluetooth and GPS
If your device has been physically damaged, for example if it has been dropped, see the ‘My device is damaged’ section below.
Interactive diagnostic tool
If you are unsure what has caused the device fault, you can use our interactive diagnostic tool to help you find out what is wrong and how it can be fixed.
All mobile devices come with a manufacturer warranty. Most manufacturers provide a 24 month warranty, however Apple devices come with a 12 month manufacturer warranty. A warranty covers the repair of your device if it breaks down through no fault of your own. Manufacturer warranties do not cover accidental damage.
To find out if you are in warranty on your device, you can check your device packaging and the information that came with it. If you're unable to find it, call us on 150 from your EE phone or 07953 966 250 from any other phone. You could also pop into store and ask one of our advisors. If you are in warranty, you can book a free repair with EE or the manufacturer.
Please note: If your device is less than 30 days old and you think it could have a fault, we may be able to replace it with a brand new device, free of charge. Find out more >
Extended Warranty for Apple products
If you are an iPhone customer and have Extended Warranty, take your device to an EE store or call us on 150 from your EE phone or 07953 966 250 from any other phone, and we will repair it. If we can’t fix it, we will replace it with a refurbished device.
Full Cover and Damage Cover customers
As a Full Cover or Damage Cover customer you are entitled to a next day replacement option, should your registered device be diagnosed with a fault during the first 24 months of its life. For a £50 fee, we will arrange for a courier to visit you to exchange the faulty device for a refurbished replacement. This fee will be added to your next Airtime Plan bill. This service is not available to SIM Only customers or to Apple customers within the first 12 months of your Airtime Plan contract.
If we have collected and replaced your device and discover the old device was not faulty (e.g. if it has been damaged) we may charge you for the cost of the replacement device and may remove the Full Cover or Damage Cover from your Airtime Plan contract.
If your device’s fault is not covered under warranty, or you don’t want to get it repaired, you can check whether you are eligible for an upgrade. Text “UP” to 150 to see if you're able to upgrade and get a brand new device on a new plan.