FREQUENTLY ASKED QUESTIONS
Here are a few things we thought you’d like to know. If you still can’t find what you’re looking for, feel free to contact us.
How do I know if I’m eligible for an EE Reward Card?
Once you’ve taken out a new contract with EE, we’ll send you an email and SMS within 5 working days with instructions on how to claim your EE Reward Card. This offer is only available to customers ordering EE Home Broadband (and EE TV) during a promotional period.
How do I claim my EE Reward Card?
You will be sent an email and SMS within 5 working days of your purchase explaining how to claim your card. You will be directed to our dedicated website to enter your EE Home Order Number and PIN, which will be in both the email and SMS, to complete the claim process. You must claim within 28 days of your purchase date.
If I don’t receive my claim email or SMS who do I contact?
If you haven’t received your claim email or SMS within 5 working days of your purchase date, please contact our customer service team on 0800 587 2297† or email email@example.com.
What happens after I claim?
Once you have claimed for your card, you should receive it through the post within 21 days of your first broadband bill payment. You will need to activate your card within 3 months of the issue date.
When will I receive my EE Reward Card?
Provided you have claimed online, you should receive your EE Reward Card via post within 21 days of your first broadband bill payment, as long as you are still connected to EE Home Broadband.
Can my EE Reward Card be sent to a different address?
No, your card can only be sent to the address that your EE Home Broadband is registered to. The card will also be in the same name as the registered account holder for your EE Home Broadband.
Can I use my EE Reward Card straight away?
Once your card arrives, you will need to activate it online. You will be sent an activation instruction email to the email address you registered with EE. Your card PIN will be provided to you at the end of the activation process.
How do I activate my card?
You’ll be sent an activation email with instructions on how to activate the card online. Sometimes the email can end up in your junk mail, so check there as well. If you can’t find the email, please visit the website on the back of your card to request the activation instructions are emailed to you again. If you are still having issues receiving the information or think your email address may be incorrect, please contact Cardholder services on 0345 600 2349* or email firstname.lastname@example.org.
How long do I have to activate my card?
You will need to make sure the card is activated within 3 months of the issue date. If it is not activated within this time, you will no longer have access to the funds. You can start using the card once you have activated and retrieved your PIN. For full Cardholder Terms and Conditions, please click here.
If I don’t receive my EE Reward Card or my card doesn’t work who do I contact?
If you have claimed online and your card hasn’t arrived within 21 days of your first broadband bill payment — or your card doesn’t work — please contact Cardholder services on 0345 600 2349† or email email@example.com.
How long do I have to spend the funds on my EE Reward Card?
Once the card has been activated funds are available to spend up to the expiry date stated on the front of the card (12 months from issuance).
What happens if I don't spend the funds before my card expires?
The funds are available up to the expiry date stated on the front of the card. Once the card expires, any remaining funds on the card will no longer be available and will revert to EE.
How long is my EE Reward Card valid for?
The card is valid until the expiry date shown on the front of the card (12 months from issuance).
Where can I spend the money on my EE Reward Card?
You can spend the money online and in most high street stores. It can't be used for the following:
- Cash withdrawal at a cash machine
- Cash back at the till
- Any Customer Activated Terminals (such as but not limited to pay@pump, toll roads, car parks or train ticket terminals)
- For subscriptions or automated periodic payments
- Foreign exchange bureaus
- To gamble
†Calls to 0800 numbers are free of charge, even when calling from a mobile.
*Calls to 03 numbers are charged at the same standard rate as 01 or 02 landline numbers, even when calling from a mobile.