EE Customer FAQ

The free EE plan allows usage in the UK only. If you travel abroad, you may need to check the roaming charges or options available for your specific plan.

Yes, you can use your phone in Jamaica with your plan, as long as it includes roaming services. Make sure to check if your specific plan covers international roaming in Jamaica to avoid unexpected charges.

Once your contract has ended and you are paid up to date, EE will not take any more money from your bank account unless you decide to continue with a new plan or service. Be sure to confirm that your account and any direct debits are properly canceled if you're not wishing to continue.

To keep your number when buying a new phone, you need to ensure that you transfer your SIM card from your old phone to the new one if they use the same size SIM card. If your new phone requires a different size, you can request a new SIM card from EE while retaining your number. If you're switching to a new provider, you'll need to request a PAC (Porting Authorisation Code) from EE to take your number with you. Make sure to follow the steps for transferring your number as outlined by EE.

If EE declined your order due to a credit check, any upfront payment you made will be refunded. Refunds are usually processed within 3-5 working days. However, it may take up to 10 working days for the funds to appear back in your account depending on your bank's processing times. If you used a credit card, it may take longer. If 10 days have passed and you haven't received your refund, kindly contact your bank or card issuer to check if there's a pending refund. If they can't locate the refund, then it's advised that you get in touch with EE customer services to assist you further.