By post
Please send the relevant document and a covering letter to:
Care Helpdesk
6 Camberwell Way
Doxford Technology Park
Doxford
Sunderland
SR3 3XN
If you’ve changed your name through marriage, divorce or deed poll, you will need to email us with a copy of one of these documents:
Please send the relevant document and a covering letter to:
Customer Administration
6 Camberwell Way
Doxford Technology Park
Doxford
Sunderland
SR3 3XN
Take your documents to your nearest EE store and an EE Guide can make the changes there.
Scan or take a photo of your documents and email them to us as attachments to your email.
Use this online form to notify us of a bereavement.
We’ll need:
You can also notify us know by phone.
Call 150 from an EE phone or 07973 100 150 from any phone.
If you experience a bereavement, you can either:
To change the account holder name on your mobile account and transfer it to a new owner, give us a call when both you and the new account holder are together.
If you’re in prison, you’ll need to send us a letter on letter-headed paper from the prison, a solicitor or police court of justice, including official confirmation of your sentence or that you’re on remand awaiting trial.
If you’ve had a change to your residency status in the UK, we'll need a copy of the letter from the Home Office, or UK Immigration, confirming the change.
Please send the relevant document and a covering letter to:
Collections Operations
6 Camberwell Way
Doxford Technology Park
Doxford
Sunderland
SR3 3XN
If you or a family member is employed in the British Army, Royal Navy, Royal Air Force or as any other type of military personnel and are posted overseas, you can suspend your pay monthly contract for up to 12 months without charge.
To freeze your contract: You’ll need a contract suspension form from your unit’s Welfare Officer.
Please send the relevant document to the address listed on the contract suspension form, including both your phone number and email address.
Once we've received your request, we’ll text you to confirm when the freeze will start.
You’ll need to have a Direct Debit set up for your device and no outstanding balance on your account.
Give us a call on 150 from an EE phone in the UK or 07953 966 150 from any phone. We'll be able to reactivate your account or tell you how to extend your suspension.
Yes, you’ll still have full use of your handset but you won’t be able to use your minutes, data or texts that are included in your pay monthly contract.
Unfortunately you won’t be able to reactivate for a short period – for instance if you’re on leave. If you return home permanently or on a long-term basis, call 150 from an EE phone in the UK or 07953 966 150 from any phone to reactivate your account.
If you’re diagnosed with an illness or disability you believe will impact your ability to use or pay for your service in any way, please contact us and 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.
Please send the relevant document and a covering letter to:
Care Helpdesk
6 Camberwell Way
Doxford Technology Park
Doxford
Sunderland
SR3 3XN
Please scan the relevant document along with a covering letter. Please make sure the email subject line is Care Helpdesk.
Here are some tips for taking clear and high-quality photos of documents using your phone.