Who are the EE Guides?
Superfast broadband is a joy to behold, and we’ve made it easier than ever before to get set up.
Book an EE Guide and an expert will visit your home to get everything wired up and tuned to perfection.
EE Guides are specialists in Broadband, smart devices, WiFi and online security. They will:
- find the best place to put your hardware for a strong signal
- help you connect all your smart devices
- take you through the great features of your EE broadband
This saves you the time and hassle of setting everything up and means you get to enjoy reliable speeds where you need them most.
Help setting up your new EE broadband equipment
If you have an All Rounder or Full Works package, an expert visit from an EE Guide is included in your service. You can book an appointment when you place your order, or separately once your broadband is connected.
If you have an Essentials package you can still book an expert visit from an EE Guide, but you will be charged £30 - if you book your visit when ordering your Broadband or TV services. You will be charged £40 if you take out an Add-On to cover setup after that point.
How long with the visit take?
Visits usually take 30 to 45 minutes but can be longer or shorter depending on what work needs doing.
You can book a 2-hour slot on any day of the week.
After my set-up can I get another visit?
If you have an All Rounder or Full Works package, you'll get an Annual Broadband check-up every year.
During the check-up the EE Guide will make sure your WiFi connection are optimised to give you the best possible experience.
Understanding Annual Broadband Check-Ups
Our Annual Broadband Check-Up keeps everybody happy by making sure your connection is running smoothly.
An EE Guide will pop round to your home to check that all your broadband products are positioned in ideal locations and make sure your services are working properly.
They might also recommend ways to make your service even better. This could include things such as:
- replacing old kit
- fixing wiring issues
- taking additional products
If you're happy, they'll carry out any improvements there and then.
EE Guides can help if you have a WiFi or broadband problem
Most problems can be solved using our online troubleshooter.
If that doesn’t work and we believe the fault is within your home, we’ll send an EE Guide to resolve the issue.
The visit will be within a 2-hour slot, and you won’t be charged.
Cancelling your visit
You can change or cancel your visit up to one hour before our EE Guide arrives.
Simply follow the on-screen instructions from the Track your order page.
Your booking confirmation email also contains a personal link to cancel or amend your appointment online. Or, you can also change or cancel your visit by calling us on 0330 123 1105 between 9am and 6pm.
Does the account holder need to be there for the visit?
Sometimes, to fix the issue our EE Guide will need the account holder’s permission.
If the account holder can't be there, you'll need someone who is over 18 and able to make decisions on their behalf to be home.
If that isn't possible, or you need to change your appointment to another time, your confirmation email will contain a link to cancel or amend your appointment.