EE Upgrade Check

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Help / FAQ

Upgrading your EE contract is now incredibly easy thanks to the new dedicated loyalty website.
If you are have any questions, please consult the FAQ below, email us, or use the contact us form.

1. When can I upgrade?
2. How much does it cost to upgrade?
3. When and how will I receive my upgrade?
4. I've got my new handset, but my Sim Card is not working. Why?
5. Why should I choose 4G on EE?
6. Which phone can I upgrade to?
7. Can I change my mind after purchasing?
8. When will my phone be connected?
9. How do I request a PAC code?
10. Can I keep my existing number?
11. What are my Out Of Bundle Charges?
12. How do I claim my Cashback?
13. Which roaming destinations are included in my plan?
14. What is the Fair Usage Policy for data abroad?
15. What are Spend Caps?



1. When can I upgrade?

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.

2. How much does it cost to upgrade?

It costs nothing to upgrade, but there may be a charge for a new handset. This handset charge is entirely dependant on your previous spend, the period of time you have been on Orange / T-Mobile / EE, and how much your monthly tariff is. It may be that you can receive the very latest, high end handset for absolutely nothing. The best way to find out is to enter your details here, let us know what you're interested in, and then allow us to give you a price.

3. How and when will I receive my upgrade?

4G Upgrades deliver all phones free of charge via a free courier service. Once an order has been placed, we will connect it and dispatch it. Remember, someone needs to be in to sign for it. We can't give any specific delivery windows at point of sale, other than that it will be with you between 8am and 6pm. Note, the courier may send you a one hour delivery time slot the morning of the scheduled delivery day, so please look out for this - they don't expect you to sit around all day, waiting! On occasion, we use Royal Mail to deliver on a Saturday, although this may incur an additional cost.

4. I've got my new handset, but my Sim Card is not working. Why?

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.

5. Why should I choose 4G on EE?

Superfast, reliable connection wherever you go.

EE’s network gives you the biggest 4G coverage in the UK.EE understand how important it is to stay connected so it’s their ambition to cover 95% of UK landmass by 2020. This means you’ll have a superfast, reliable connection wherever you go.

6. Which phone can I upgrade to?

Any handset shown on this website will be available (if in stock). If the handset is not available, we are happy to try and source your preference and make that a part of your upgrade. The cost of the handset will vary, as mentioned in question 2 above.

7. Can I change my mind after purchasing?

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 customers on Consumer or Small Business the option to migrate back to their legacy brand (Orange or T-Mobile) once they have moved to EE.

8. When will my phone be connected?

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.

9. How do I request a PAC code?

Pay Monthly, SIMO and Business Customers

There are a few options available to you and the information below will help you decide what is right for you.

Thinking of leaving EE - Switching Information

If you are considering switching and you want to know if you would have to pay any Early Termination Charges if you were to switch now, you can check your online account, call EE, or send EE a text message with the word ‘INFO’ to 85075. EE will then provide you with the information and send you a text message to confirm.

Moving to a new provider and taking your mobile number with you.

If you want to change mobile provider and keep your mobile number, you will need to request a Porting Authorisation Code (PAC). You can get a PAC free of charge via one of the following channels:

  • • • Call EE on 150;
  • • • Your online account, [link to follow].
  • • • By sending a text message with the word ‘PAC’, to 65075.

If you have multiple numbers on your account, you can only request a PAC via your online account or by calling EE. You can switch up to 24 numbers at the same time and if you want to switch more than one, then you will need to go online or call EE on 150.
After you request a PAC, EE will immediately [consumer] / within two working days at most [business customers] send you a text message with your PAC. This message will let you know if you have to pay any Early Termination Charges for terminating your contract before its end date. There will also be a link to your online account, where you will find more information about your contract and any impact leaving could have on other lines and services you have with EE. You can always call EE on 150 if you have any more questions and want to speak to a customer service advisor.
If you want to go ahead with the switch, you will have to give your PAC to your new provider. Once you have switched, your mobile number will transfer to your new provider within one working day, service with EE for this mobile number will terminate and they will stop billing you for this number. Your PAC will be valid for 30 days. If you do not give your PAC to your new provider, your service will not switch, and you will continue to be billed.

Moving to a new provider without keeping your current mobile number

If you want to change mobile provider and automatically cancel your current service but not keep your mobile number, you can request a Service Termination Authorisation Code (STAC). You can get a STAC free of charge via one of the following channels:

  • • • Call EE on 150;
  • • • Your online account, [link to follow].
  • • • By sending a text message with the word ‘STAC’, to 75075.

If you have multiple numbers on your account, you can only request a STAC via your online account or by calling EE. You can switch up to 24 numbers at the same time and if you want to switch more than one, then you will need to go online or call EE on 150.
After you request a STAC, they will immediately [consumer] / within two working days at most [business customers] send you a text message with your STAC. EE will also let you know if you have to pay any Early Termination Charges for terminating your contract before its end date. There will also be a link to your online account, where you will find more information about your contract and any impact leaving could have on other lines and services you have with EE. You can always call EE on 150 if you have any more questions and want to speak to a customer service advisor.
If you want to go ahead with the switch, you will have to give your STAC to your new provider. Once you have switched, your service with EE for the mobile number will terminate and they will stop billing you for this number.
Please Note: A STAC will not transfer your mobile number and once a STAC is used you will be unable to get this mobile number back. If you want to keep your mobile number, please follow the PAC process. Your STAC will be valid for 30 days. If you do not give your STAC to your new provider, your service will not switch, and you will continue to be billed.

Cancelling without changing provider

You can also call EE and ask them to terminate your contract. If you are not transferring provider, you will not need a PAC or STAC. You will be subject to our usual notice period, during which EE will continue to provide you with our service and at the end of the notice period, they will terminate the mobile number and stop billing you for this number.

Please Note: When you cancel your account, your mobile number will terminate, and you will not be able to get this mobile number back. If you want to keep your mobile number, please follow the PAC process.

10. Can I keep my existing number?

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. You can only keep your existing number on your existing network if you upgrade, you cannot keep your existing number on your existing network if you require a new connection.

11. What are my Out Of Bundle Charges?

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

£0.55 p/min

Calls to certain MVNO numbers

X

£0.55 p/min

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

All Plans

£0.55 p/min

Calls to Jersey, Guernsey and Isle of Man.

X

£0.55 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 £0.55 p/min
plus a Service Charge **

Calls to numbers starting 0500

X

£0.20 p/min

Calls to retrieve voicemail

All Plans

£0.55 p/min

Call Divert

All Plans

£0.55 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

MMS (UK + IDD + Roaming)

X

£0.55 per Message

Mobile Internet Data

All Plans

Additional bundles required

Paper Bills (Monthly)

X

£2.50

Non Direct Debit payment (Monthly)

X

Free of charge

**118, 084 & 087 Numbers

All Plans

£0.55 p/min

** 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.

Apple Music and BT Sport benefits are given once per contract number. Therefore, if this benefit has been used previously, this will not be honoured on this occasion.

iPhone charge update. Please be aware that Animoji can now be sent via MMS. However, when sent iPhone to iPhone, Animoji will be sent as an iMessage first, this would be treated like any other iMessage and decrement the customer’s data allowance. If iMessage fails, Animoji will be sent as MMS and the customer would be charged at the standard MMS rate. When sent iPhone to Android, Animoji will default to MMS and the customer would be charged at the standard MMS rate.

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.

12. How do I claim my Cashback?

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.

13. Which roaming destinations are included in my plan?

Destinations included in a Sim and Essential Plan:

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, Mayotte, Monaco, Norway, Poland, Portugal, Reunion Islands, Romania, Saint Barthelemy, Saint Martin (French), San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, The Netherlands, Vatican City

14. What is the Fair Usage Policy for data abroad?

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.

15. What are Spend Caps?

You can now restrict your usage by setting a Spend Cap as a buffer on top of your regular monthly price plan and any recurring charges. Restricting the usage on your account means you won’t be able to use your phone to call certain numbers, send picture messages or emojis or use your phone when outside of the EU.You can change your Spend Cap at any time by contacting EE Customer Services.

Cap alerts

EE will let you know when you're close to your Spend Cap and also once you've reached it. It's not final either, as you can change, remove, add or set a cap at any time. Great for if you find yourself needing more.

What is included in this cap?
Charges that do count towards the limit: Charges that don't count towards the limit:
Standard out of allowance UK voice calls, text messages and picture messages Monthly recurring charges e.g. plan charges
Calling and texting abroad Add on purchases: data passes, BT Sports app, Apple Music, minute addons etc
Roaming Charge to Mobile
Access charges for premium and numbers beginning with 09, 118, 084, 087, 070 Service charges for premium and numbers beginning with 09, 118, 084, 087, 070
N.B: Access charge is the charge that we apply for a customer accessing the service, whereas the service charge is the part of the call that is paid to the 3rd party/owner of the number. Add to plan
  Insurance
  Admin fees

 

EE - The Biggest, Fastest and Most Reliable Network

EE go further to give you 4G in more places than any other UK network. We’re not just talking towns, either. You should be able to use your data all over the place. Why shouldn’t you share a seaside selfie, check in up a peak, or stream live videos from a festival field?

Well, at EE, we’ve got 4G in more places than any other UK network to help you do all that and more. 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.

Mobile only. 4G speeds depend on location, number of users and plan. 4G only available on EE plans. Check your coverage at ee.co.uk/coverage. Compatible device required. 4G IN MORE PLACES THAN ANY OTHER UK NETWORK: Based on results from the RootMetrics® UK RootScore® Report: H1 (Jan – Jun 2017). Tested at locations across the UK with the best commercially available smartphones on 4 national mobile networks across all available network types, conducting over 23K randomly sampled test cycles. EE tests carried out using 4GEE Max tariff with uncapped speeds. Your experiences may vary. The RootMetrics award is not an endorsement of EE. Visit ROOTMETRICS.CO.UK for more details. The monthly price shown will be adjusted every year in your March bill by the Retail Price Index announced in February that year.