Changing an account in the case of a life event

If you've changed your name due to marriage, civil partnership, divorce, or deed poll, you'll need to provide the relevant legal document as proof of the change to update the name on your EE account.

You'll need to send us one of the following:

• marriage or civil partnership: your marriage or civil partnership certificate
• divorce: your decree absolute (or other legal document showing your name change)
• name change by deed poll: your deed poll certificate

A passport, utility bill, or other identification documents on their own cannot be accepted as proof of a name change resulting from marriage, civil partnership, or divorce.

By post

Please send the relevant document and a covering letter to:

Customer Administration
6 Camberwell Way
Doxford Technology Park
Doxford
Sunderland
SR3 3XN

In person

Take your documents to your nearest EE store, and an EE Guide can make the updates for you.

By email

Scan or take a photo of your documents and email them to us as attachments.

Use this online form to notify us of a bereavement.

We’ll need this information:

• the account holder’s name and number
• a number to we can contact you on 

You can also notify us by phone.
Call 150 from an EE phone or 07973 100 150 from any phone.

If you experience a bereavement, you can either:

• disconnect their broadband or number and close their account
• transfer the connection or number to someone else

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.

To transfer the account:

• call 150 from your EE phone
• call 07973 100 150 from any phone

Please note to enable the transfer:

• the number must have been active on our network for three months
• there must be no outstanding balance
• the new account holder should have their credit or debit card ready for a credit check (if they don’t already have an EE account)
• if you have a multi-plan discount on the line it will be removed

If you’re in prison, you’ll need to send us a letter on 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.

By post

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.

Send it to us by post

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.

In the event of a change of plans

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.

Using your mobile

Yes, you’ll still have full use of your device but you won’t be able to use your minutes, data or texts that are included in your pay monthly contract.

Can I temporarily lift the freeze on my 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 get in touch with us.

We’ll need a written copy of your diagnosis on headed paper from a doctor, an NHS professional, a solicitor, or your local Citizens Advice Bureau.

Here are some tips for taking clear and high-quality photos of documents using your phone to then send to us as attachments.

Lighting

• Ensure you have good lighting. Natural light is best, but a bright white-light lamp can also work.
• Avoid direct light that can cause shadows or glare on the document.

Positioning

• Place the document on a flat surface.
• Hold your phone parallel to the document to avoid distortion.

Steady hands

• Keep your hands steady to avoid blurring.