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If you are have any questions, please consult the FAQ below, email us, or use our contact details avaliable here.

For EE to EE upgrades, you should be able to use your previous sim card. If this Sim card does not fit in to your new device you will recieve a replacement sim card in an envelope with your order. This will  then need to be activated on the EE website or by calling 150.

For new Connections your new EE sim card should already be activated and working with full service within 24 hours of inserting this in to the device. Please contact us if this is not the case.

For Migrations from Orange or T Mobile, your sim should be activated within 24 hours of inserting this in to the device. Your tariff change/contract will not process until you put the new sim card into the device. Please contact us if you have queries relating to this.

We’re the first UK network to show you our geographic coverage, not just population coverage. After all, it’s often the remotest places where you need a good 4G signal the most.

We’re working towards covering 95% of the UK with 4G by 2020. In 2016 alone we added 4G coverage to an extra 25% of the UK, meaning 75% of the UK now has superfast 4G speeds on our network. Our 4G is now available in more places than any 3G network, just four years after launch, making it the UK’s fastest network expansion ever.

 

In line with your minimum legal rights your handset can be returned within 14 working days of connection if you are unhappy with your choice.  Please note you will need to contact us before returning the handset to obtain an authorisation code.  The handset must then be returned in a re-saleable condition will all box contents present. If you have any questions about this, please speak to our customer services department who would be happy to answer your questions.

Please bear in mind, EE will no longer offer cutomers on Consumer or Small Business the option to migrate back to their legacy brand (Orange or T-Mobile) once they have moved to EE.

For EE to EE upgrades and for new EE connections the contract is connected the date we despatch.

For Migrations from Orange or T Mobile, the handset is connected the date we despatch, however, your new contract/tariff will not start until the new sim card is inserted into the device.

Your PAC code is a unique identifying number that can be associated to your mobile number. You need a PAC code to in order to transfer your number from one network to another, this can be obtained when you end your contract. To transfer your number across form one network to another you can simply call your new network provider once you have received you new handset. They will take the details of your PAC code and telephone number that you would like to retain. Your new network provider will the be able to activate the PAC code for you and to transfer then number across for you, this on average takes 24 hours to complete. To transfer your number to a new contract on your existing network you can keep your number, but you will need to contact a member of our customer services team to discuss upgrades and other options.

On both 24 and 18 month contracts, you can upgrade 45 days prior to your contract end date. On a 12 month contact, you can upgrade 30 days prior to your contract end date.

On EE once you use all of your data this is capped, therefore when you reach your data limit you will no longer be able to use the internet unless you purchase more from EE.

For calls and texts, please see below the out of bundle charges:

 

Activity

Included In Allowance?

Outside of Allowance Cost

     

Calls to Same Network Mobile numbers

All Plans

£0.50 p/min

Calls to certain MVNO numbers

X

£0.50 p/min

Calls to landlines (numbers starting with 01, 02, or 03 excluding Jersey, Guernsey and Isle of Man)

All Plans

£0.50 p/min

Calls to Jersey, Guernsey and Isle of Man.

X

£0.50 p/min

Calls to numbers starting with 0800, 0808 or 116

X

Free

Calls to 08 & 09 numbers (not including Freephone 080)

X

Access Charge of £0.50 p/min
plus a Service Charge **

Calls to numbers starting 0500

X

£0.20 p/min

Calls to retrieve voicemail

All Plans

£0.50 p/min

Call Divert

All Plans

£0.50 p/min

Calls to Customer Services (Weekday 8am-8pm, Weekend 8am-6pm)

All Plans

Free

Calls to Customer Services (Outside Normal Working Hours)

All Plans

£0.50 per call

Text Message to UK mobile numbers

All Plans

£0.15 per Text Message

Text Message to certain MVNO numbers

X

£0.15 per Text Message

Picture Message

X

£0.50 per Message

Mobile Internet Data

All Plans

Additional bundles required

Paper Bills (Monthly)

X

£2.00

Non Direct Debit payment (Monthly)

X

£0.42

** Please note: Access charges for number ranges 118, 084, 087 & 09 will show as two charges on your EE bill. An Access Charge (AC) charged by EE, as pence per minute and a Service Charge (SC) charged by the organisation you are calling. The SC will be set and communicated by the organisation you are calling.

Additional out of bundle charges also apply to calls whilst roaming abroad but you can now use your inclusive allowances whilst roaming within the EU; please be aware that your data is subject to a fair use policy. For specific details before you travel text RO then the country you are visiting to 150.

24 month contract – The total cash back is divided by 5 equal payments. To be claimed at Month 6, 9, 12, 15 and 18. You shall need to contact us to request and also emailing a copy of your phone bill for each claim, to customer.services@voicemobile.co.uk. Voice Mobile shall then pay you the cash back via cheque, which shall be sent to you within 30 days of you request.

12 month contract - The total cash back is divided by 5 equal payments. To be claimed at Month 4, 6, 8, 10 and 12. You shall need to contact us to request and also emailing a copy of your phone bill for each claim, to customer.services@voicemobile.co.uk. Voice Mobile shall then pay you the cash back via cheque, which shall be sent to you within 30 days of you request.

12 month sim only - The total cash back is divided by 2 equal payments. To be claimed at Month 6 and 12. You shall need to contact us to request and no bill is required to be emailed. Voice Mobile shall then pay you the cash back via cheque, which shall be sent to you within 30 days of you request.

30 day sim only - Total cash back will be paid to you via cheque, 30 days after the start date. No bill is required to be sent to us.

Destinations included in Essential and 4GEE:

Austria, Azores, Belgium, Bulgaria, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guiana, Germany, Gibraltar (UK), Greece, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Martinique, Monaco, Norway, Poland, Portugal, Reunion Islands, Romania, Saint Barthelemy, Saint Martin (French), San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, The Netherlands, Vatican City

Destinations included in Max plans:

Customers get the same roam like home benefit in Europe as above, as well as these additional countries:

USA, Canada, Mexico, Australia, New Zealand

The following table highlights what the Fair Usage Policy will be for both SIMO and handset tariffs:

 

UK Allowance

Fair Usage

10GB

10GB

12GB

12GB

15GB

15GB

16GB

15GB

20GB

15GB

30GB

15GB

Fair Usage Policy details will be in the network terms and conditions. If you go over your Fair Usage Policy you will be messaged after the event to advise you of the breach and to warn you that a continuing breach could result in a charge.

If you are on a tariff up to and including 15GB data, your full allowance can be used throughout the EU.

For any tariff exceeding 15GB data allowance, the above Fair Usage Policy applies.

Selected Tariff:

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