Question 1

What is DLM?

Accepted Answer

Device Lifecycle Management (DLM) is a BT Business fully managed mobile solution, powered by EE. DLM takes care of everything from set-up and security to deployment and recycling to enable businesses to get more from each stage of their device lifecycle.

Question 2

Is there a minimum number of connections I need to have?

Accepted Answer

Yes – You need to have a minimum number of 400 connections.

Question 3

What is DLM Select?

Accepted Answer

DLM Select will provide you with an equivalent device in replacement for any existing device (Please see full solution description and terms for more details).

Question 4

Do I have to take DLM Select against all devices?

Accepted Answer

Yes - DLM Select needs to be applied against all devices which have DLM Essentials

Question 5

How do I understand how many devices are being held in my device pool?

Accepted Answer

On implementation of your account, you will be given read only access to the ASH platform where you will be able to see the device being held in your device pool.

Question 6

What do I do if I forget my password?

Accepted Answer

You can reset your password with-in the ASH portal on the login screen, just click on ‘forgotten password’.

Question 7

How do you know if I want a device to be recycled?

Accepted Answer

On implementation of your account, you will be asked to complete a service configuration table. The table will confirm if a particular device type should be re deployed, recycled or repaired.

Question 8

How do I return a device?

Accepted Answer

DLM customers should email DLM@ee.co.uk with the details of the device you want collecting. Please ensure you provide the collection address and the IMEI which is being returned. You will then be provided with a pre-paid envelope which you should post in a post box or at a post office. Proof of postage will be provided if you take the device to the post office.

Question 9

What do I do if I lose a device?

Accepted Answer

If you lose a device, you can request a device to be sent to you by emailing DLM@ee.co.uk.

If you have DLM Select you should email DLM@ee.co.uk and request a replacement device.

Alternatively, you can order a brand-new device using your BAU process.

Question 10

What do I do if one of my devices is faulty and no longer within warranty?

Accepted Answer

In the first instance, please contact EE customer services check whether the handset issue can be resolved. If the issue requires a replacement and you have DLM Select then please email DLM@ee.co.uk. to request a replacement device.

Question 11

Do you provide a certificate when my device is recycled?

Accepted Answer

Yes – All devices which are returned for recycling are issued with an erasure certificate. These certificates are available for you to access on the ASH platform.

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