Here's how you can make sure you get the most out of EE.
Customer service tailored to your needs
As soon as we know about your disability, we can make sure we tailor our customer service to your needs.
Fill out this confidential form and we'll do the rest.
Help with your account
Nominate a friend or family member to act as an authorised user to look after your account. All you need to do is set a password, and they'll be able to access your details securely.
We're committed to treating all our customers fairly and with respect, including those who are in vulnerable situations, whether it be long-term or on a temporary basis, because of age, a physical or learning disability or difficulty in communicating. We can help you find the right level of help and the most appropriate products and services to suit your needs.
Free directory enquiries
A free directory enquiries service (195) is available to blind and other disabled customers who find it difficult to use a phone book. It's a very straightforward service: call 195 from your EE phone to register.
If you use our 195 service to get a phone number the operator can also connect any standard call for you for free.
Don't worry if you have difficulty reading your bill – we can provide you with a choice of Braille or large print versions on request. You can also get all of our other EE literature in a choice of the following formats on request:
- standard paper bill
- Large print
- Audio tape
- Call customer services on 150 from your EE phone, or 07953 966 250 from any other phone or +447953 966 250 from abroad, or log into your MY EE to request your bill in one of these formats. Don't forget your bill is available to download at My EE. Just log in to My EE, to see your bill you can
select the option SEE THIS BILL you'll see this after you've logged in
select the menu and choose Bills and Payments where you'll always find details of your bill
- How to order your bill in an alternative format
- Log in to My EE
- Select the Menu
- Then Bills and Payments
- To order a printed copy, select Order printed copy by post >
To order a braille, audio or large print copy; choose the option Request a braille, audio or large print version >
British Sign Language service
British Sign Language users can contact us - using a sign language interpreter - through the InterpretersLive! service. This service is available 8am to 8pm every day.
Priority Fault Repair Service
We know how important your mobile is when you rely on it for health or mobility reasons. With our Priority Fault Repair Service we try to get your phone back to you within seven days - rather than 14 for our standard service - if your phone is in warranty and develops a fault.
This service is for customers who have an illness or disability and who are reliant on their mobile to keep in touch with carers and health professionals. To help us to see if you qualify for this service, register your disability on our confidential form
Power of attorney and legal POA
You should contact customer services for support.
The emergencySMS service lets hearing and speech-impaired customers in the UK send a text message to the UK 999 service where it will be passed to the police, ambulance, fire rescue, or coastguard.
- send the word 'register' in a text to 999
- you'll receive texts about the service
- when you've read these, reply by sending 'yes' in a text to 999
- you'll then receive a text telling you your mobile phone is registered or if there is a problem with your registration
The RNIB has a Beginner's guide to mobiles and smartphones with advice on how to choose the right device for you if you're visually impaired.
GARI - the Global Accessibility Reporting Initiative - has info which may help you find the best device for your own needs, whether sight, hearing or dexterity.
You can choose to learn about phones, tablets, apps, wearable technology like watches and smart TVs.
You should remember that not all the devices listed on the GARI website are available on EE. Go to the EE Shop for our full current range of devices.