THERE'S A PROBLEM WITH MY DEVICE WHAT DO I DO?

What should I do if my device is faulty?

Sometimes devices stop working as they should, even if there’s been no physical or water damage. There are a number of different causes for this like a software update which hasn’t installed correctly; out-of-date software; loose parts inside the device; or a malfunctioning battery.

If you think your device is faulty, there are a few things you can try first:

  • Turn the device off and on again
  • Reinstall the software or the latest software update.
  • Do a hard reset – your device instructions will tell you how to do this. 
  • If you're having problems with your battery life, you can conserve battery by closing apps and turning off battery-draining features such as Bluetooth and GPS

Unsure what’s caused the device fault?

To help you find out what’s wrong and how it can be fixed, use our interactive diagnostic tool

Manufacturer warranty

All mobile devices come with a manufacturer warranty. It’s usually 24-months, however Apple devices come with one that’s 12-months. A warranty covers the repair of your device if it breaks down through no fault of your own. However, manufacturer warranties don’t cover accidental damage.

To find out if you’re in warranty on your device, you can check your device packaging and the information that came with it.

If you can’t find it:

If your phone is in warranty, you can book a free repair with EE or the manufacturer.

Please note: If your device is less than 30 days old and you think it’s faulty, we may be able to replace it with a brand new device, free of charge.


Extra benefits

If you’re unsure what insurance product you have, to check your confirmation of insurance cover, view your policy information, terms and conditions and your Airtime Plan bill visit your My EE account

Extended Warranty for Apple products

If you’re an Apple customer with an Extended Warranty and you think your device is faulty: 

  • Bring it with you and speak to our advisors in an EE store
  • Call 150 from your EE phone or 07953 966 250 from any other phone.

And we’ll repair it. If we can’t, we’ll replace it with a refurbished device.

Full Cover and Damage Cover with AppleCare Services Customers

Should your device break down once the manufacturer warranty has expired, you will be covered under your insurance for the life of your policy. 

Apple Support will assess your fault. If they are unable to get your device back up and running again, they will discuss available options which include: 

  • Visiting an Apple Store or Apple Authorised Service Provider for a repair or replacement
  • Apple Express Replacement Service
  • Mail in your device for a repair or replacement

You could have your device replaced the next day via the Apple Express Replacement Service.

For more information:

> Visit Apple Support 

If you choose to visit an Apple Store or Apple Authorised Service Provider, you will not need to make a claim on your policy first. 

Insurance – Full Cover and Damage Cover

As an insurance customer, you’re entitled to a next-day replacement option if your registered device is diagnosed with a fault during the first 24 months of its life. We’ll arrange for a courier to visit you to exchange the faulty device for a refurbished replacement. This service isn’t available to SIM Only customers or to Apple customers within the first 12 months of their Airtime Plan contract.

If we’ve collected and replaced your device and we then discover that your old device wasn’t faulty (it’s been damaged for instance), we may charge you for the cost of the replacement device and we may remove the Full Cover or Damage Cover from your Airtime Plan contract.

Upgrade

If your device’s fault is not covered under warranty, or you don’t want to get it repaired, you can check if you’re eligible for an upgrade:

  • Text UP to 150 from your EE phone

What should I do if my device is damaged?

If you’ve got insurance and have accidentally damaged your device, including water damage, you’ll need to make a claim.

You’ve two options to choose from to do this:

  • Claim for a damaged device online 24/7 – just log in to My EE
  • Call 150 from your EE phone or 07953 966 250 from any other phone, and we'll do the rest.

> Find out more on how to make a claim

If you have Full Cover or Damage Cover with AppleCare Services, your device may be eligible for repair at an Apple Store or Apple Authorised Service Provider. This will be assessed at point of claim. 

If you don’t have insurance, you could get your device repaired with EE for a fee. Bring it with you and speak to our advisors in an EE store

What should I do if my device is lost?

To help with your claim note down the details of when you last saw your device. Try retracing your steps or speak to any friends or family around at the time.

You can try to locate your device, but please always consider your personal safety when trying to retrieve a lost device.

Find My iPhone

If you’re an iPhone customer, you can try using Find My iPhone to locate your device:

  1. Log in to iCloud with your Apple ID.
  2. Select the Find My iPhone icon.
  3. From All Devices, select the device that’s missing.
  4. The last known location of the missing device will be shown, and whether it has battery.
  5. You can choose from a number of actions such as playing a sound, setting to lost mode, erasing data or tracking where your device has been
  6. If your device doesn’t have any battery left, you can set it to lost mode and request a found notification

Safeguard your device

If your device is lost and you can’t find it, you’ll need to bar and block it to make sure it can’t be used on any network if it’s found. This way you won’t be billed for any data or voice use on your missing device. Don’t worry, blocking is reversible; if you do find it, you can reactivate your device again. 

To bar and block your device

Call 150 from your EE phone or 07953 966 250 from any other phone.

Get a replacement device

If you’ve lost your device and you don’t have insurance with EE, to make a claim just call 150 from your EE phone or 07953 966 250 from any other phone.

What should I do if my device is stolen?

Please contact your local police to report the theft. Unless it’s an emergency, it’s usually best to call 101 rather than 999. You’ll be charged to call 101. You need to report the theft so you can get a Crime Reference Number (CRN), which you’ll need to make a claim. If the theft happened abroad, you’ll need to report it to the local police.

Safeguard your device

If your device has been stolen, you need to bar and block your device to make sure that it can’t be used on any network if it’s found. That way you won’t be billed for any data or voice use on your missing device. Don’t worry, blocking isn’t irreversible; if you recover it, you can reactivate your device again.

To bar and block your device:

Call 150 from your EE phone or 07953 966 250 from any other phone.

If, after you make a claim, your device is recovered by you or the police, it becomes property of the insurer, and you’ll need to return it to EE.

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