FAQ’s

Upgrading your EE contract is now incredibly easy thanks to the new dedicated loyalty website.

1. When can I upgrade?

There are several ways you can find out if you are eligible for an upgrade. Enter your details into the upgrade checker form on this website to see if you can upgrade your handset today. If you’re eligible for an upgrade, we’ll guide you through the process from start to finish. If you’re not eligible for an upgrade just yet, we’ll contact you when you are.

Alternatively, you can find out if you are eligible for an EE upgrade by logging into your My EE app, or by texting ‘UP’ to 150 or calling 150 from your EE phone.

As a general guide, you need to be over six months into your contract to upgrade early. If you’re on a pay monthly SIM only plan, you can upgrade just three months into your contract. Early upgrades may be subject to an early upgrade fee.

2. How much does it cost to upgrade?

Upgrading your mobile phone and/or your contract is completely free, however there may be a charge for a new handset. This charge is entirely dependent on your previous spend, the length of time you have been with your network, and how much your monthly tariff is. It may be that you can receive the very latest high-end handset for absolutely nothing. The best way to find out is to enter your details into the form on this website, let us know what you’re interested in, and then allow us to give you a price.

3. Can I upgrade early?

You can take an early upgrade with a new phone after you’ve been on your current EE plan for six months and if you have more than 45 days to go before your contract renewal date.

If you want to upgrade with a new phone early, you may be subject to an early upgrade fee.

4. What is an early upgrade fee?

If you want to upgrade but aren’t eligible yet, you may be charged an early upgrade fee. This charge will allow you to upgrade even if you aren’t at the end of your plan. The amount of your early upgrade fee will be dependent on how long you’ve got left to run on your plan.

5. Can I upgrade to a SIM only plan and keep my current device?

If you are happy with your old device, you can upgrade to a SIM only plan. It’s as simple as inserting your new SIM card into your old handset. EE SIMs arrive as multi-SIM cards, which hold all three formats, so you don’t need to worry about ordering the correct size. All you need to do is pop out the size that fits your handset.

6. Can I keep my existing number when I upgrade?

If you’re an upgrading EE customer, your number will automatically be transferred to your new contract for you.

If you’re moving from another network, upgrading your phone and/or your plan while keeping your existing mobile number is simple. Just request a PAC by texting ‘PAC’ to 65075, enter the code in the checkout when you order your upgrade, and your number will be transferred for you.

7. Why can’t I get an upgrade?

You may not be able to upgrade on EE at this time for several reasons. If you have been with your network for less than six months or if you have an outstanding balance on your account, this may mean you’re not yet eligible.

To find out when you can upgrade, fill out the upgrade checker form on this website and we will contact you when you are eligible. Alternatively, text ‘UP’ to 150 or call 150 from your EE phone. You can also check your eligibility for upgrade via your My EE app or – if you don’t have one yet – registering for a My EE account.

8. When and how will I receive my upgrade?

4G Upgrades deliver all phones free of charge via a free courier service. Once an order has been placed, we will connect it and dispatch it. Someone will need to be in to sign for your delivery.

We can’t give any specific delivery windows at point of sale, other than that it will be with you between 8am and 6pm. However, the courier may send you a one hour delivery time slot the morning of the scheduled delivery day, so please look out for this.

On occasion, we use Royal Mail to deliver on a Saturday, although this may incur an additional cost.

9. After I upgrade, when does my new plan start?

If you’re an upgrading EE customer your new plan starts as soon as your phone or SIM has been dispatched. Your new allowances will come into effect and you’ll be charged from that point.

If you’re upgrading from another network your new plan will start once you put your new EE SIM into your phone. Your new allowances will come into effect and you’ll be charged from that point.

10. Can I change or update my order?

If you need to make a change to your order, please contact our customer service team by emailing upgrade@4g-upgrades.com / customerservices@rewardmobile.co.uk detailing the change as soon as possible.

Please note, we can only make changes to your order before it is shipped. If your order has already been dispatched, unfortunately we are unable to make any changes.

11. I entered the wrong email address with my order – how do I update this?

To update the email address on your order, please email upgrade@4g-upgrades.com / customerservices@rewardmobile.co.uk with your order number and address (including your postcode) and the email contact change.

12. How can I change the address on my order?

Unfortunately, you cannot change the address on your order. You will need to cancel your original request and place a new order.

To cancel your order before it is shipped, please contact upgrade@4g-upgrades.com / customerservices@rewardmobile.co.uk

13. Can I cancel my order?

Yes. As part of our cancellation/returns policy, you have the right to cancel your order up to 14 days from the connection/shipping date.

14. Can I track my delivery?

Once your device has been shipped you will receive an email with your DPD tracking reference. You can use this to track your delivery.

Order tracking will become active from 6pm on the night that you receive your tracking reference email.

15. What if I miss my delivery?

If you are not in when your order is delivered, DPD will leave a calling card informing you of the missed delivery and with further instructions. You will need to follow these and contact DPD to arrange a new delivery day.

If you missed your delivery and did not receive a calling card, please contact upgrade@4g-upgrades.com / customerservices@rewardmobile.co.uk

16. I’ve got my new handset but my SIM card isn’t working – what should I do?

If you’re an upgrading EE customer, you should be able to use your pre-existing SIM card. If this SIM card does not fit your new device, you will receive a replacement SIM card in an envelope with your order. To activate a new SIM card, visit the EE website or call 150.

For migrations from other networks, your tariff change/contract will not process until you put your new SIM card into the device. Your SIM should be activated within 24 hours of doing this. If you have any queries relating to this, please contact us.

17. When will I receive the first bill for my contract?

Upgrades customers will receive a bill on their next bill date as per their current contract.

Please note, when you receive your new handset your first bill may be increased due to prorate billing. Please look at your terms and conditions for more information.

18. How many minutes, texts and data do I have?

You can find out how many minutes and texts you have along with your data allowance in your order confirmation email. This will include your contract details, including your minutes, texts, and data.

19. What are my Out Of Bundle charges?

There might be times when you exceed your monthly allowance of data, minutes, or texts. When you reach this limit your usage is capped, but you can purchase extra to tide you over until your package renews itself. These are known as Out Of Bundle charges.

For calls and texts on EE, find the Out Of Bundle charges here.

20. What are Spend Caps?

Spend Caps are a great way of controlling how much you spend on your mobile phone outside of your monthly data allowance. Adding a Spend Cap helps you stay in control of your bill by restricting usage on certain services, like roaming and MMS. You can change your Spend Cap at any time by contacting your network customer services or via your network app.

When you set a Spend Cap, your network will send you cap alerts to let you know when you’re close to your Spend Cap, and also once you’ve reached it. You can change, remove, add or set a cap at any time.

Charges that count towards your Spend Cap limit include:

  • Standard out of allowance UK voice calls, text messages, and picture messages.
  • Calling and texting abroad.
  • Access charges for premium and numbers beginning with 09, 118, 084, 087, 070.

Charges that don’t count towards your Spend Cap limit include:

  • Monthly recurring charges e.g. plan charges.
  • Add-on purchases: data passes, BT Sports app, Apple Music, minute add-ons, etc.
  • Charge to Bill.
  • Service charges for premium and numbers beginning with 09, 118, 084, 087, 070.
  • Add to plan.
  • Admin fees.

Note: Access charge is the charge that your network applies 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.

21. How do I claim my free benefits (Apple Music, BT Sport…)?

To claim your free benefits with your EE contract, please visit EE’s Offers and Services page, which details the process of activating your smart benefits.

22. How do I claim my cashback?

Cashback claim information will be set in the terms and conditions of the promotion. This is usually paid automatically within the set cashback offer.

23. How do I claim my free gift?

To find out how to claim your free gift with your purchase, please refer to the promotional terms and condition as each promotion claim process can be set independent to each other.

If you have any questions or need to discuss claiming a promotion, please contact upgrade@4g-upgrades.com / customerservices@rewardmobile.co.uk