What should I do if I have a problem with my device?

Find out what to do if your device is faulty, damaged, lost or stolen.

What should I do if my device is faulty?

Sometimes your device may stop working as a result of an internal fault. This 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related, but not limited, to a number of different causes such as; a software update which has not installed correctly; out-of-date software; defects with the external and/or internal parts including a malfunctioning battery.

Need to know

Unsure what has caused the device fault?

Use our interactive diagnostic tool to help you find out what is wrong and how it can be fixed.

Manufacturer warranty

If, at the end of the diagnostics, we cannot resolve your fault you will be given instructions on how you can have your device repaired under warranty. 

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 150 from your EE phone
  • call 07953 966 250 from any other phone
  • pop in to a store and ask one of our EE Guides

Please note: If your device is less than 30 days old and you think it could have a fault, you may be eligible for a new replacement device, free of charge.

If you are outside of your warranty period, we offer a chargeable repair to get you back up and running as soon as possible.

Extra benefits

If you are unsure what insurance product you have, log in to your EE account to check your confirmation of insurance cover, view your policy information, terms and conditions, and your Airtime Plan bill.

Full Cover and Damage Cover Customers

Full Cover and Damage Cover include a number of non-insurance benefits.

You are entitled to next-day replacement 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 (eg 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.

Full Cover and Damage Cover with AppleCare Services

Should your device break down once the manufacturer warranty has expired, you will be covered under your insurance for the life of your policy.

Apple Technical Support will assess your fault. If they are unable to get your device back up and running, they will discuss available options which include:

  • Apple Express Replacement Service
  • Mail in your device for a repair or replacement
  • Visit an Apple Store or Apple Authorised Service Provider for a repair or replacement

> Visit AppleCare support for more information

If you choose to visit an Apple Store or Apple Authorised Service Provider, you will not need to make a claim on your policy first.


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 from your EE phone

What should I do if my device is damaged?

You can make a damage insurance claim through your EE account 24/7.

> Log in to make an insurance claim

Should you prefer to talk to us, call 150 from your EE phone or 07953 966250 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 assessed at point of claim.

If you don't have insurance, you can get your device repaired with EE for a fee.

> Find out about booking a repair

Or pop into an EE store and speak to one of our EE Guides.

What should I do if my device is lost or stolen?

Safeguard your device

If you have lost your device or your device has been stolen, please let us know so that we can make sure it can’t be used on any network within the UK if it’s found. That way you won’t be billed for any data or voice use on your missing device. 

Don’t worry, we can reverse this block for you. If you do find your phone, you can reactivate it again.

To report your device missing:

  • call 150 from your EE phone
  • or call 07953 966 250 from any other phone

Get a replacement device

If you have insurance with EE, we recommend you contact us immediately to make a claim:

  • call 150 from your EE phone
  • or call 07953 966 250 from any other phone

> Find out more on how to make a claim

If your device has been stolen, please contact your local police to report the theft. Remember that, unless it’s an emergency, it’s usually best to call 101 rather than 999. Calls to 101 are free of charge. You need to report it so you can get a Crime Reference Number (CRN), which you will need to make a claim.

If the theft happened abroad, you will need to report it to the local police.

If, after you make a claim, you or the police recover your device, it becomes property of the insurer and you will need to return it to EE.

If you do not have insurance, it is still vital that you contact us immediately to safeguard your device and protect you from any unwanted activity on your account which could be charged to your airtime bill.

Some devices use location services which could be used to locate your device, for example Apple devices have the Find My feature.

Find My

If you have lost an Apple device, you can try using Apple's Find My tool to locate your device. We strongly recommend that you do this:

  1. Log in to iCloud with your Apple ID.
  2. Select the Find My icon.
  3. Where it says All Devices, select the device that's missing.
  4. The location will show the last known location of the missing device, and let you know if it has battery.
  5. From here you can choose to do a number of actions, such as playing a sound, setting to lost mode, erasing data or tracking where your device has been.
  6. If your device does not have any battery left, you can set it to lost mode and request a found notification.

Extended Warranty for Apple Products

If you are an Apple customer and have Extended Warranty:

  • take your device to an EE store and ask one of our EE Guides
  • call 150 from your EE phone
  • or call 07953 966 250 from any other phone

We will then repair it. If we can't fix it, we will replace it with a refurbished device.

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