How do I change my account in the case of a life event?

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:

• your marriage or civil partnership certificate
• your passport and a recent utility bill
• your deed poll
• your decree absolute

By post

Please send the relevant document and a covering letter to:

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

Drop them into an EE store

Take your documents to your nearest EE store and an EE Guide can make the changes there.

Email your documents

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:

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

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:

• 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

Things to remember:

• 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 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.

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.

What happens if I come back earlier than planned or my posting is extended?

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.

Will I be able to use my phone while my contract is suspended?

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.

Can I temporally 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 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.

Here are some tips for taking clear and high-quality photos of documents using your phone.

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.