topic My phone is broken - how do I order a new one from the EE website? in Orders

My phone is broken - how do I order a new one from the EE website?

catherinequince — Thu, 04 Dec 2025 14:10:47 GMT

So my phone is broken, I am due an upgrade anyway but when I try to purchase from the EE website it is sending me a pin via text! I cannot read this text as myphone is broken and won't turn on. What should I do??

Re: My phone is broken - how do I order a new one from the EE website?

Ali_A — Thu, 04 Dec 2025 18:53:57 GMT

Hi @catherinequince

Great to hear you're looking to upgrade.

There are a few choices available - you can pop your SIM card into another another working phone to receive the One Time PIN, if you have one spare.

Alternatively call Customer Service on 150 from any EE phone or from any other line using the number found on at Contact us about upgrading your mobile phone.

Or if you're passing an EE store, you can pop in to perform your upgrade in store.

Ali

Re: My phone is broken - how do I order a new one from the EE website?

catherinequince — Thu, 04 Dec 2025 18:59:35 GMT

None of those options are available to me. I don't have another phone to put my SIM in or call EE. And I don't live anywhere near an EE store.

Re: My phone is broken - how do I order a new one from the EE website?

bristolian — Thu, 04 Dec 2025 20:33:05 GMT

Can you borrow a phone from a friend or relative, to achieve the same end?

The restrictions that are in-place, are to protect the account holder from unauthorised third parties ordering replacement equipment and/or entering a new minimum-term contract on your behalf.