Help and Support

If your query isn’t answered within the FAQs below, get in touch with our support team who would be happy to assist you.

Home > Help and Support

If you’re an existing customer and require unified comms or connectivity support, use the following details to get in touch.

Support Opening Hours:

Monday – Friday  9am – 5:30pm (available to contact via phone & email)

Weekend & Bank Holidays (Except Christmas day) 10am – 4pm (available to contact via phone & email)

Fibre Ethernet Support Services open 24/7/365 (phone & email monitored only in regular hours)

Support Email: [email protected]

Phone: 03333 448 290

Mobile delivery FAQs

How much is delivery?

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FREE on all orders.

How long does delivery take?

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Orders completed Monday to Friday (up to 12pm) will be delivered the next day, including Saturday.

Orders completed at the weekend (any time) will be delivered the following Tuesday or Wednesday.

Which courier do you use?

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Mobile phone and tablet orders are shipped via DPD Next Day. Get in touch online or by calling 0345 774 0740.

How will I be notified when my order is shipped?

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You’ll be contacted once your order has been collected, confirming the date of delivery and tracking details. A text or email will be sent to you on your delivery date, providing you with a one-hour time slot for delivery, which could be between 7:30am – 7:30pm.

How do I track my delivery?

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Mobile phone and tablet customers can see where your order is (and find out when the delivery driver is just 15 minutes away) by tracking it online.

Make sure you download the DPD app to manage your delivery.

Can you deliver to an alternative address?

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We can only deliver to your billing address.

Do you deliver to businesses outside the UK?

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Unfortunately, not.

Business proofs required for mobile purchases

Limited Companies, Governments or Charities must provide 2 forms of business proofs to support the network credit check.

What do I need to send?

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EE

Choose any 2 of these proof types, making sure they contain your name or your business name and, where applicable, address and statement date.

  • Building Society or Bank Statement – dated in the last three months with 5 visible transactions.
  • Company Utility Bill – dated in the last three months; must not be British Gas or Sky Broadband.
  • Certificate of Incorporation
  • VAT Certificate

Three and Plan

  • Building Society or Bank Statement – dated in the last three months with 5 visible transactions.

Plus one of the below:

  • VAT Certificate
  • Passport or Driving Licence of the named company director
  • Company Utility Bill – dated in the last three months; must not be British Gas or Sky Broadband.

How do I send them?

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Please email PDF copies of your business proofs to [email protected], with your order reference number (found with your order acknowledgement email).

Please note – we cannot accept business proofs formatted as JPG files, or proofs sent within the body of an email.

Mobile returns FAQs

Please let us know why you’d like to return your phone.

My iPhone is faulty. What do I do?

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If you’ve had your iPhone for more than 30 days…

iPhone customers benefit from a special care service provided by Apple directly. Please call the Apple customer service department on 0800 107 6285 or visit this website to troubleshoot your problem.

If you’ve had your iPhone for less than 30 days…

You benefit from a special care service provided by Apple directly. Please call the Apple customer service department on 0800 107 6285 or visit this website. They will troubleshoot your fault, and may offer to repair or replace your iPhone for you. If there are any problems, please get in touch with us.

My Android phone is faulty. What do I do?

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If you’ve had your phone for more than 30 days…

You benefit from a manufacturer warranty, which means you may be able to get any faults repaired for free. To do so, please contact your manufacturer directly.

Samsung – 0330 726 7864 or online
CAT – 0844 856 7004 or online
Huawei – 0800 088 6700 or online
LG – 0344 847 5454 or online
Sony – 0370 523 7237 or online

If you’ve had your phone for less than 30 days…

We’ll exchange it free of charge, if we can identify a manufacturer fault. Please call us on 01773 522 309.

I’d like to cancel my contract

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You have up to 14 days after receiving your phone to cancel your EE Small Business agreement. Unfortunately, we can’t accept Plan.com cancellations. Please contact our customer services on 01773 522 309 to discuss your cancellation.

How do I return my phone?

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You have 14 days to return it, so long as:

  • The phone is in a pristine condition;
  • The original box and all accessories are returned undamaged;
  • Any additional gift or promotional products are returned undamaged;
  • You have removed any locks or passwords, and the phone is reset to factory settings.

To arrange the return of your phone, please call us on 01773 522 309.

Our Returns Terms can be found here: Terms and Conditions.

Contact your network

Your network app

The quickest and easiest way to answer any billing questions, check your allowances and find out account details, is to download your network app below.

My EE App: iOS | Android

Three App: iOS | Android

Plan.com: https://my.plan.com/login

Your network number

Please call the relevant number below.

EE: 07953 966 250

Three: 0333 338 1030

Plan: 03300 88 18 18

Need to speak to someone?

Get in touch
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