About the changes
What’s staying the same?
- the price you pay and your contract
- your phone number
What’s changing?
- your home phone service
- you'll get a new broadband hub if your home phone is changing to Digital Home Phone
- your Direct Debit reference
- your account number
- EE app will be available to you to manage your plan and services
- the name of your package
- your terms and conditions
What about my EE mobile?
This update only affects your home phone and broadband; we're not changing your mobile account. You will keep your loyalty benefits for using broadband and mobile with us. You may also be able to get EE One benefits.
If your home phone service is changing
Your service
If you’re moving to Digital Home Phone. This is our new home phone service that uses your broadband connection but works the same as and offers similar features to your old service – Voicemail, Call Protect, Call Barring, Call Diversion, and more.
We’re moving you onto new technology, as the old copper-based networks are gradually being phased out as they’ve reached the limits of what they can offer and their working life.
Need to know
If you use a healthcare alarm or medical pendant, you must speak to your service provider to confirm it's compatible with Digital Home Phone and then call us to let us know.
Setting your Digital Home Phone service
As your Digital Home Phone service uses your broadband connection, it needs to be connected to the hub we will be sending you as part of your new broadband service. This doesn’t mean you have to move where your phone is from its current location, as we can offer you ways to connect your Digital Home Phone from wherever suits you in your home. A Digital Home Phone adapter connects wirelessly to your hub and can be positioned in your home where it suits you to have your phone.
We will be in touch when it’s time to setup your new hub and services.
For more information on how to set up your Digital Home Phone service, including available features and where to place it, please review this page.
About Digital Home Phone costs
We have a complete breakdown of home phone costs, including calls to mobiles, special numbers and calling overseas. Please review our Home Phone Call Packages Costs page.
What's changing about your broadband
Your bill
Your first bill after the update will look a little different, it’ll have your new account number and package name. Everything else will be the same.
We’ll also send you a bill in the post with your old account number and package name.
You can find help in understanding your bill in our guide to your EE bill.
All the details of your plan, including pricing, are available on this Pricing Guide page.
Broadband package name
We’ll tell you the name of your new package in the letter and emails we send you. Your speeds and price will stay the same.
Your account number
Your new account number will appear on your first bill after the update. We’ll also confirm it via email. You’ll need this to set up your EE ID and use the EE app.
Direct Debit
We’ll automatically set up a new Direct Debit for your new service using the details we already have. Only your reference number will change; your payment date and price will remain unchanged.
We’ll let you know when we’ve set everything up.
More info about your Direct Debit
Terms and conditions
Your new service's terms and conditions are listed on our broadband terms page. In the letter we’ve sent you, we’ll tell you if yours are version A or B. These will take effect when your update happens.
Your privacy is important to us, our privacy policy page has information about how we use cookies and complete details of our privacy policy.
Setting up your EE ID
Your EE ID is your username and password to manage your services online. You can view your bills, track orders and access EE Rewards in the EE app. We’ll be able to see if you’re eligible for EE One benefits too.
To set one up, you'll need your email address and new account number. Once we’ve completed your update, we'll send you an email inviting you to get started.