Highlighted
by Investigator
Investigator

Want to buy a handset during lockdown

Hi, I broke my phone and would like to buy a new handset from EE. I am on a pay monthly contract, but I would like to buy my phone outright (not be tied to a 24 month contract). Can I buy a new handset on the EE website (as all the EE shops are closed during lockdown)? If I buy a PAYG handset, will I be able to put my sim card in the handset to retain my phone number? Many thanks!

13 REPLIES 13
Highlighted
by Grand Master
Grand Master

Re: Want to buy a handset during lockdown

Hi @Silvia11 

 

If you buy a PAYG handset then asking as the SIM fits then it will be ok to use. If you need a new SIM EE can provide one.

 

EE don't sell contract phones outright, so you would need to look at other sites such as Amazon. 

 

Thanks




To contact EE Customer Services dial 150 From your EE mobile or 07953 966 250 from any other phone.

EE standard opening hours are 8am to 9pm weekday, 8am to 8pm on weekends.
Highlighted
by Brilliant Contributor
Brilliant Contributor

Re: Want to buy a handset during lockdown

@Silvia11 , just to add to what @Northerner has written, you will be able to put your SIM card in any phone you buy, even the EE pay as you go phones, so will not need a new one, but if you do, just make sure you order a replacement SIM card from EE, as that will have your number, which you may still have to activate, but the information will come with the SIM card when and if you receive a new one.

Highlighted
by
EE Community Support Team

Re: Want to buy a handset during lockdown

Morning @Silvia11

 

Welcome to the community.

 

I can see you have had some great advice already 🙂

 

If you do need a different size SIM card then the one you have, you can order a replacement SIM online here.

 

If you have any questions let us know 🙂

 

Leanne.

Highlighted
by Investigator
Investigator

Re: Want to buy a handset during lockdown

Thanks everyone for your advice.

Why do I have to buy £20 top-up with my PAYG phone when I am not going to use it as a PAYG phone?

Also, I am confused by the "packs", it sounds like I will have to keep paying monthly for top-ups? I just want the handset as I already have a contract.

Thanks again!

Highlighted
by Grand Master
Grand Master

Re: Want to buy a handset during lockdown

@Silvia11  EE don’t sell phones without a sim.  If you want a PAYG phone you just need to put your current sim in it.  

Highlighted
by Investigator
Investigator

Re: Want to buy a handset during lockdown

Hello again

Ordering a new PAYG phone from the EE website does not work if I just want a handset. It asks for a PAC number, and when I text 65075 to get a PAC number, it tells me that if I use it then my contract with EE will be cancelled. I don't want to cancel my contract, I just want the handset. But I can only order the phone if I enter the PAC number, which will cancel my contract.

Really grateful for your help / advice!

Highlighted
by Grand Master
Grand Master

Re: Want to buy a handset during lockdown

@Silvia11   You don’t need a PAC code that’s just for if your changing networks and your not doing that. 

Highlighted
by Investigator
Investigator

Re: Want to buy a handset during lockdown

Thanks @Chris_B . But the EE website won't let me proceed with the order of a PAYG phone unless I put in a PAC number. 

I have always bought replacement handsets from a physical EE shop - I never had any issues. But this doesn't seem possible online now that the shops are closed.

thanks again!

Highlighted
by Investigator
Investigator

Re: Want to buy a handset during lockdown

@Leanne_T , can you advise?

thank you!

Highlighted
by Grand Master
Grand Master

Re: Want to buy a handset during lockdown

@Silvia11 I recommend you start again as you’ve probably clicked something saying your changing networks.   Not everyone purchasing a device will of had a phone before so this wouldn’t be possible for those people. 

Highlighted
by
EE Community Support Team

Re: Want to buy a handset during lockdown

Hi @Silvia11

 

Thanks for coming back to us.

 

Do you get the option to enter your delivery details before you get asked for the PAC?

 

Could you try clearing your cookies and cache, and open the EE Shop in a new web browser to place the order?

 

Leanne.

 

Highlighted
by Investigator
Investigator

Re: Want to buy a handset during lockdown

Hi @Leanne_T

thank you for your reply. Yes I got the option to enter my delivery details, and i have entered them.

I just tried to place the same order in a different browser (my partner suggested the same approach) and got the same error message. Although it doesn't actually say that I need to enter my PAC number - it just gives an error message in red that say "Must be at least 2 characters long, and must only contain letters and spaces." - but it doesn't highlight any field. I am filling in all the mandatory fields, so i assumed it was referring to the PAC number. But it looks like it could be a bug?

I am a bit upset because now when I log into myEE it says I am no longer eligible for upgrade (which I was before - but I wanted to buy a handset outright), and I wonder if that's because I requested a PAC by text message (but I haven't used the PAC as I was afraid of my contract being cancelled).

thanks again.

 

Highlighted
by
EE Community Support Team

Re: Want to buy a handset during lockdown

Hi @Silvia11

 

Thanks for coming back to me.

 

I am sorry to hear you are getting an error message, if you give us a call our sales team will be able to help you get the phone ordered.

 

The PAC will be valid for 30 days if you have had this sent to you, after this your upgrade details should show again for you if this has not been used.

 

Let me know how you get on 🙂

 

Leanne.

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