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Help

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.

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.

 

EE's new 5G phones bring all of the benefits of the 5G network to life, enabling their customers to get the very best out of the network - whether that's a huge screen no-buffering content streaming, a beefy battery for always-on connectivity or lightning fast processors for uninterrupted online gaming. Plus, EE have the best range of 5G phones in the UK - including a few EE exclusives.

BEST NETWORK
THE UK'S NO.1 NETWORK JUST GOT EVEN BETTER.

  • • Our network has been voted the UK's number one every year for five years running.
  • • Now we're launching 5G, it's getting even better for our customers.
    PLANS PACKED WITH ADDITIONAL BENEFITS
    WELCOME TO THE UK'S SMARTEST PHONE PLANS - WITH ADDED 5G.
    A range of benefits to pick from:
  • • Additional Swappables to select compared to 4G Smart Plans
  • • Exclusive 5G Swappable benefits (BT Sport App HDR)
  • • Swap them any time
    BEST RANGE OF 5G PHONES IN THE MARKET
  • • 3 exclusive handsets to EE

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.

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.

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.

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.

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 UK mobile numbers

All Plans

£0.65 p/min

Calls to certain MVNO numbers

X

£0.65 p/min

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

All Plans

£0.65 p/min

Calls to Jersey, Guernsey and Isle of Man.

X

£0.65 p/min

Calls to Freephone (080) & (116)

X

Free

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

X

Access Charge of £0.65 p/min
plus a Service Charge **

Calls to numbers starting 0500

X

£0.20 p/min

Calls to retrieve voicemail

All Plans

£0.65 p/min

Call Divert

All Plans

Standard Call Rates Apply

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

£0.16 per Text Message

Text Message to certain MVNO numbers

X

£0.16 per Text Message

MMS (UK + IDD + Roaming)

X

£0.65 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

Calls to 118, 084 & 087 Numbers

All Plans

Access Charge of £0.65 p/min plus a Service Charge **

Calls & texts to UK mobiles & landlines when roaming in one of the countries listed in the “Which roaming destinations are included in my plan?” help section

All Plans

£0.65 p/min,£0.16 p/SMS

Calls & texts to mobiles & landlines within the countries listed in the “Which roaming destinations are included in my plan?” help section

All Plans

Standard Call Rates Apply

** 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.

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 a Sim, Essential Plan & Smart Plan (4G & 5G):

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

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.

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

Selected Tariff:

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