What your EE contract says

In short

This is a consumer mobile and broadband agreement with EE Limited, the UK's largest mobile network operator and part of the BT Group. You pay a monthly fee for mobile airtime (calls, texts, data) and/or home broadband. Mobile contracts typically last 24 or 36 months; broadband contracts are usually 18 or 24 months. EE is regulated by Ofcom under the Communications Act 2003 and must comply with the General Conditions of Entitlement. Under Ofcom rules introduced in 2022, EE must send you an annual best-tariff notification showing whether a cheaper deal is available.

What you agree to do

• You must pay your monthly bill by direct debit on the agreed date.
• You must return any leased equipment (e.g., broadband router) if you cancel within the required period.
• You must notify EE if your handset is lost or stolen so they can block the SIM.

What you can ask for

• You can cancel within 14 days of receiving your handset or service activation under the Consumer Contracts Regulations 2013.
• You can leave without penalty at the end of your minimum term (EE must notify you when this date arrives).
• You can switch mobile provider and keep your number using a PAC or STAC code, processed within one working day.
• You have the right to receive an annual best-tariff notification from EE under Ofcom rules.
• You can complain to Ofcom's approved ADR scheme (Ombudsman Services: Communications) if EE does not resolve your complaint within 8 weeks.

Points worth knowing

• Mid-contract price rises linked to CPIEE increases your monthly price once a year, typically by CPI plus 3.9%. This is written into the contract terms and can mean significant rises in high-inflation years. Ofcom allows this but requires it to be disclosed at point of sale.
• Early termination charges can be substantialIf you leave before the minimum term ends, you must pay all remaining monthly charges (minus a small discount). On a 36-month handset contract this can be hundreds of pounds.
• Out-of-bundle and roaming chargesExceeding your data, minutes, or texts allowance incurs out-of-bundle charges. International roaming outside 'inclusive' destinations can be very expensive, particularly after Brexit removed free EU roaming guarantees.
• Credit check affects your applicationEE runs a credit check when you apply for a pay-monthly contract. A failed check may result in refusal or a requirement for a higher deposit. The search leaves a mark on your credit file.

Dates and deadlines

Monthly bill

Due monthly by direct debit; bill date set when you join

Cooling-off period

14 days from delivery of your handset or activation of your service