EE Ltd, 1 Braham Street
London, E1 8EE
0800 079 8586

Contract Summary and Pre-Contract Information as required by EU Electronic Communications Code

CONTRACT SUMMARY

1. Services and prices

#deviceName# #planName#

YOUR NEW DEVICE
Your device #deviceName#
Device details:
Upfront cost #upfrontCost#
Upgrade fee #upgradeFee#
Delivery cost #deliveryCost#
Total #totalPrice#
YOUR NEW PLAN
Plan Name #planName#
Plan Description Your #planName# gives you #planDataEntitlement#, #planTextEntitlement# and #planMinutesEntitlement# calls to use in the UK. And if you have a 5G ready device you also get our fastest 5G speeds. Fair use policy applies.
Plan Cost (inc VAT) £#planPayMonthlyPrice#
Plan Length #planDuration#m
Discounts #discountNames#
Add to Plan Accessories #accessoryNameAndPrice# See Add To Plan terms and conditions  and Add To Plan details  for more information.
Additional Items #additionalItemsNameAndPrice# All add ons are taken on a 30-day rolling contract basis.
Add Ons #addonsNames# #insuranceName#
All add ons are taken on a 30-day rolling contract basis.
Data Roaming A £2 daily charge applies to use allowances in the EU/EEA unless you have an add-on or Smart Benefit that includes EU Roaming. See roaming costs  for countries and details.
Total Monthly Costs (inc VAT and IPT where applicable) £#bundlePayMonthlyTotal#

#deviceName_second# #planName_second#

YOUR NEW DEVICE
Your device #deviceName_second#
Device details:
Upfront cost #upfrontCost_second#
Upgrade fee #upgradeFee#
Delivery cost #deliveryCost#
Total #totalPrice_second#
YOUR NEW PLAN
Plan Name #planName_second#
Plan Description Your #planName_second# gives you #planDataEntitlement_second#, #planTextEntitlement_second# and #planMinutesEntitlement_second# calls to use in the UK. And if you have a 5G ready device you also get our fastest 5G speeds. Fair use policy applies.
Plan Cost (inc VAT) £#planPayMonthlyPrice_second#
Plan Length #planDuration_second#m
Discounts #discountNames_second#
Add to Plan Accessories #accessoryNameAndPrice_second# See Add To Plan terms and conditions  and Add To Plan details  for more information.
Additional Items #additionalItemsNameAndPrice_second# All add ons are taken on a 30-day rolling contract basis.
Add Ons #addonsNames_second# #insuranceName_second#
All add ons are taken on a 30-day rolling contract basis.
Data Roaming A £2 daily charge applies to use allowances in the EU/EEA unless you have an add-on or Smart Benefit that includes EU Roaming. See roaming costs  for countries and details.
Total Monthly Costs (inc VAT and IPT where applicable) £#bundlePayMonthlyTotal_second#

Prices

For all usage outside your monthly plan allowance, calls, texts and data are chargeable other than emergency numbers and non-geographic numbers starting 0800, 0808, 0500. Read our Price Plan for more details.

For calls to 084, 087, 09 and 118 numbers you will be charged the EE access charge plus the applicable service charge. See more details on the costs to call 084, 087, 09 and 118 numbers.

CPI+ Annual Price Increases

The monthly plan price for the service, out of bundle charges and add-ons, will be increased on or after 31st March each year by the Consumer Price Index (CPI) rate of inflation published in January that year plus 3.9% (rounded up to the nearest whole pence). See our terms and conditions and price increases for more information.

We’ll also increase the cost of international calls (calls from your mobile in the UK to other countries) and roaming calls (calls made from your mobile while you’re in another country) when our third-party partners put the cost up for us. See our terms and conditions.

We may also increase any charges at any time. If we do, you may be able to end the service early without paying a cancellation charge. See our terms and conditions.

2. Speed of the internet access service and remedies in case of problems

Mobile data speeds

Mobile speeds and network coverage may be affected by a number of factors, such as building materials, tree cover, weather conditions, and how many other people are using the network. Coverage will also vary based on your device.

To access 4G or 5G you'll need EE coverage, a compatible device and an eligible EE plan. Your 4G or 5G speed will depend on location, number of users and plan. Use our mobile coverage checker to see a detailed breakdown of network coverage in your area.

If your speed is regularly lower than expected you should contact us to resolve. You may be entitled to a discount depending on the nature of the disruption. You can find other legal options in the Citizens Advice website. See our terms and conditions for more details.

Our Customer Complaints Code tells you how to contact us to sort out a problem and how we’ll deal with any complaint or dispute. You may be able to refer the matter to an alternative dispute resolution service to get an independent opinion. More details are given in our Customer Complaints Code and our terms and conditions.

3. Duration, renewal and termination

Duration

The minimum term for each service is set out above in section 1 of the Contract Summary.

For most services, the minimum term starts when the service starts. You can find details in the terms and conditions.

Renewal

Each service will last for a minimum amount of time (the minimum term), which is set out above in section 1 of the Contract Summary. Once that ends, each service (except Add to Plan) will continue until cancelled in accordance with our terms and conditions.

If you have other contracts with us their minimum terms may not start or end at the same time as the minimum term for this contract.

Termination

You can cancel each service at any time by contacting us and giving us 30 days’ or more notice in accordance with our terms and conditions. Our website sets out details of how you may contact us to cancel.

You may have to pay us a cancellation charge if you end a service during the minimum term in accordance with our terms and conditions.

You may not need to pay a cancellation charge to end a service during the minimum term if we’ve made a change to it.

In some situations, this contract may form a linked contract with other contracts you take from us. If that is the case, in some situations where you are able to cancel a linked contract without having to pay a cancellation charge to leave early you may also be able to cancel this contract.

4. Features for customers with disabilities

You can find out more about the products and help and advice available on the EE website.

5. Other relevant information

For information on the right to cancel, see section 9 of the Pre-Contract Information document.

PRE-CONTRACT INFORMATION

This document is to help you make a comparison between service offers so you can make the right choice for you

1. Identity and contact details of Regulated Provider

Regulated Provider EE
Registered address EE LTD
1  Braham Street
London
E1 8EE
0800 079 8586
For complaints

EE Customer Services
6 Camberwell Way
Sunderland
Tyne and Wear
SR3 3NX

You can submit a complaint online by visiting the Contact EE page.

2. Description of services and prices

#deviceName# #planName#

YOUR NEW DEVICE
Your device #deviceName#
Device details:
Upfront cost #upfrontCost#
Upgrade fee #upgradeFee#
Delivery cost #deliveryCost#
Total #totalPrice#
YOUR NEW PLAN
Plan Name #planName#
Plan Description Your #planName# gives you #planDataEntitlement#, #planTextEntitlement# and #planMinutesEntitlement# calls to use in the UK. And if you have a 5G ready device you also get our fastest 5G speeds. Fair use policy applies.
Plan Cost (inc VAT) £#planPayMonthlyPrice#
Plan Length #planDuration#m
Discounts #discountNames#
Add to Plan Accessories #accessoryNameAndPrice# See Add To Plan terms and conditions  and Add To Plan details  for more information.
Additional Items #additionalItemsNameAndPrice# All add ons are taken on a 30-day rolling contract basis.
Add Ons #addonsNames# #insuranceName#
All add ons are taken on a 30-day rolling contract basis.
Data Roaming A £2 daily charge applies to use allowances in the EU/EEA unless you have an add-on or Smart Benefit that includes EU Roaming. See roaming costs  for countries and details.
Total Monthly Costs (inc VAT and IPT where applicable) £#bundlePayMonthlyTotal#

#deviceName_second# #planName_second#

YOUR NEW DEVICE
Your device #deviceName_second#
Device details:
Upfront cost #upfrontCost_second#
Upgrade fee #upgradeFee#
Delivery cost #deliveryCost#
Total #totalPrice_second#
YOUR NEW PLAN
Plan Name #planName_second#
Plan Description Your #planName_second# gives you #planDataEntitlement_second#, #planTextEntitlement_second# and #planMinutesEntitlement_second# calls to use in the UK. And if you have a 5G ready device you also get our fastest 5G speeds. Fair use policy applies.
Plan Cost (inc VAT) £#planPayMonthlyPrice_second#
Plan Length #planDuration_second#m
Discounts #discountNames_second#
Add to Plan Accessories #accessoryNameAndPrice_second# See Add To Plan terms and conditions  and Add To Plan details  for more information.
Additional Items #additionalItemsNameAndPrice_second# All add ons are taken on a 30-day rolling contract basis.
Add Ons #addonsNames_second# #insuranceName_second#
All add ons are taken on a 30-day rolling contract basis.
Data Roaming A £2 daily charge applies to use allowances in the EU/EEA unless you have an add-on or Smart Benefit that includes EU Roaming. See roaming costs  for countries and details.
Total Monthly Costs (inc VAT and IPT where applicable) £#bundlePayMonthlyTotal_second#

Prices

For all usage outside your monthly plan allowance, calls, texts and data are chargeable other than emergency numbers and non-geographic numbers starting 0800, 0808, 0500. Read our Price Plan for more details.

For calls to 084, 087, 09 and 118 numbers you will be charged the EE access charge plus the applicable service charge. See more details on the costs to call 084, 087, 09 and 118 numbers.

CPI+ Annual Price Increases

The monthly plan price for the service, out of bundle charges and add-ons, will be increased on or after 31st March each year by the Consumer Price Index (CPI) rate of inflation published in January that year plus 3.9% (rounded up to the nearest whole pence).

Example Calculation

If CPI were 2.4% (this is the average of all CPI figures 2019-2022 inclusive), the total price increase would be 6.3%. If your monthly plan price was £40/month, it would increase to £42.52 after that change. Out of bundle charges and add-ons would also increase by this rate, so in this example 6.3%. See our terms and conditions and price increases for more information.

We’ll also increase the cost of international calls (calls from your mobile in the UK to other countries) and roaming calls (calls made from your mobile while you’re in another country) when our third-party partners put the cost up for us. See our terms and conditions.

We may also increase any charges at any time. If we do, you may be able to end the service early without paying a cancellation charge. See our terms and conditions.

Mobile Promises and Extras

EE Stay Connected
  • All EE Plans come with the Stay Connected benefit.
  • This means that you can access reserve data should you use up all your monthly data allowance.
  • You will still be able to access the internet to do the essentials, but we will keep you connected at a capped speed of 2Mbps.

Service Benefits

EE Lifetime Warranty
  • The EE Lifetime Warranty will cover your device against any manufacturer faults for the lifetime of your new contract until you either upgrade or leave.
  • See EE Service Benefits for full details and exclusions.
£10 off protective kit
  • £10 off cases and screen protectors is subject to availability and non-transferable. Available at time of purchase only.
Annual device and account MOT
  • We’ll make sure you’re making the most of your account and getting the best value from EE. We’ll cover a price plan check, a service benefits check, a smart benefits check, data usage and other potential EE benefits.
  • The Device MOT will include an overview of the software, battery, storage and connectivity information. It is your responsibility to back up all of your data on your device.
  • Go to the EE website to book your appointment online.

3. Service Characteristics

Mobile Data Speeds

  • Mobile speeds and network coverage may be affected by a number of factors, such as building materials, tree cover, weather conditions, and how many other people are using the network. Coverage will also vary based on your device.
  • To access 4G or 5G you'll need EE coverage, a compatible device and an eligible EE plan. Your 4G or 5G speed will depend on location, number of users and plan
  • Use our mobile coverage checker to see a detailed breakdown of network coverage in your area.

4. Delivery of service

SIM

  • Your new SIM will be sent with your device (if you order one) or will be delivered within 2-5 working days (if you order SIM only).
  • You’ll need to request a PAC code from your current provider to transfer your existing number to EE. See Switching information in next section.
  • If you’re ordering just a SIM from EE, you’ll need a compatible device for EE mobile and your device may need unlocking.

eSIM

  • If you’re new to EE you’ll be sent a scannable QR code for your eSIM with your new device (if you order one).
  • If you’ve ordered an eSIM for a SIM only plan, follow the instructions in your confirmation email to download your eSIM from My EE.
  • If you’ve upgraded your EE device and had an eSIM before, you’ll need to log in to MyEE and order a replacement eSIM to download to your new device.
  • If you’re taking an eSIM for the first time, this will be activated as part of your device set up in store.
  • Upgrading Apple customers who use an eSIM will be able to transfer their eSIM seamlessly as part of Apple ‘Quick Start’ (assuming they have the latest software iOS 15.4 or above on both devices and pass device ‘Eligibility & Entitlement checks).
  • Upgrading Apple customers who use a PSIM and upgrade to an iOS 13 device (or above) will be able to convert their PSIM to an eSIM seamlessly as part of Apple ‘Quick Start’ (assuming they have the latest software iOS 15.4 or above on both devices and pass device ‘Eligibility & Entitlement checks).

Payment options

  • Direct debit is preferred way to pay. Visit My EE to set it up, or you can call 150 from your EE phone or 07953 966 250 from any other phone.
  • You are able to change your payment method, via My EE, after your service has started. All the acceptable payment methods are outlined in your first bill.

5. Switching to EE

Switching your mobile to EE

  • Choose your EE mobile plan online and during the order process you’ll be asked if you’re switching from another mobile company.
  • To keep you existing number – you’ll need give us your PAC code which can be obtained by texting PAC to 65075. We’ll let your old provider know you’re leaving and switch over your number. It might take up to 48 hours.
  • To get a new number - you’ll be asked to enter your STAC code to let your old network provider know you’re leaving. Simply text STAC to 75075 to get your STAC code. We’ll let your old provider know you’re leaving. You can use your new EE SIM as soon as it arrives.
  • If you are switching to EE all steps can be completed for you whilst you’re in one of our EE stores. You can choose to do this at a later point.

6. Duration, renewal and termination of contract

Duration

The minimum term for each service is set out above in section 2 of the Pre-Contract Information document.

For most services, the minimum term starts when the service starts which is outlined in the terms and conditions.

Renewal

Each service will last for a minimum amount of time (the minimum term), which is set out above in section 2 of the Pre-Contract Information document. Once that ends, each service (except Add to Plan) will continue until cancelled in accordance with our terms and conditions.

If you have other contracts with us their minimum terms may not start or end at the same time as the minimum term for this contract.

Termination

You can cancel each service at any time by contacting us and giving us 30 days’ or more notice in accordance with our terms and conditions. Our website sets out details of how you may contact us to cancel.

You may have to pay us a cancellation charge if you end a service during the minimum term in accordance with our terms and conditions. See our terms and conditions for more information.

You may not need to pay a cancellation charge to end a service during the minimum term if we’ve made a change to it. See our terms and conditions for more information.

In some situations, this contract may form a linked contract with other contracts you take from us. If that is the case, in some situations where you are able to cancel a linked contract without having to pay a cancellation charge to leave early you may also be able to cancel this contract. See our terms and conditions for more information.

7. Security

If we suspect there’s been, or is likely to be, a security incident, we may lock your My EE online account to protect your details. We’ll ask you to change your password before letting you log back in. You can also speak to a member of our Customer Service team on 150 if you need some support or guidance.

8. Remedies, complaints handling and dispute resolution

If you have issues with coverage, speed or other aspects of your service, you should contact us to resolve. You may be entitled to a discount depending on the nature of the disruption. You can find other legal options in the Citizens Advice website. See our terms and conditions for more details.

You may be able to take a phone number with you when you leave our network. If there is a delay or something goes wrong with the transfer we will compensate you. Please see the EE website and the How to I cancel my contract with EE page for more information on transferring.

Our Customer Complaints Code tells you how to contact us to sort out a problem and how we will deal with any complaint or dispute. You may be able to refer a matter to an alternative dispute resolution service to get an independent opinion. More details are given in our Customer Complaints Code and our terms and conditions.

9. Right to cancel

In-store:

We don’t offer a change-of-mind policy in store but, if you’re experiencing coverage issues or our coverage doesn’t meet your expectations, you can return your purchase within the first 14 days to any of our stores. See How to cancel a contract within 14 days  and orders and delivery  for details.

Online or by phone:

If you purchase through a distance sales channel (such as online or by phone), you will have a cooling off period to change your mind and cancel.

You have 14 days from the day after delivery of your device or SIM to change your mind and cancel. See How to cancel a contract within 14 days and orders and delivery for details. You may be charged for any services used before you cancel. If you’ve bought a device you’ll need to return it.

 

10. Equipment

Unless we tell you otherwise, we own any equipment provided to you by us for the first 6 months of the minimum term. See our terms and conditions  for more information.

11. Data protection

We need to collect and use personal information so we can set you up and provide you with our products or services. This includes when you register, buy or use one of our products or services, if you express an interest in our products and services, and if you download and register on one of our apps. If you don't provide us with the correct information, we may be unable to provide you with the product or service.

The type of personal information we may need includes your contact details and other information to confirm your identity and communications with us, such as your name, gender, address, phone number, date of birth, email address and a security question and answer. If you choose to buy something from us we will need your payment and financial information too. We also collect and use certain personal information when you use our services, such as your IP address and other online identifiers.

If you tell us you have a disability or otherwise need support, we will note that you are a vulnerable customer, but only if you give your permission or if we must for legal or regulatory reasons.

Further information can be found in our privacy policy which can be accessed on the EE privacy Centre page.

12. Customers with disabilities

You can find out more about the products and help and advice available on the EE website.

13. Accessibility

Please refer to the EE website  and to the terms and conditions  for the services that you’ve taken out.