OUR RESPONSE TO THE CORONAVIRUS

With millions of people across the UK now self-isolating, using digital technology to stay connected has never been more important. It's a difficult and uncertain time, so here's what we're doing to keep services up and running, keep you connected and keep our employees safe.

Update on EE and BT stores

Following the Government’s latest advice we’ll be temporarily closing all our EE and BT stores, until further notice.

Our stores have played an important role in keeping our customers connected during this difficult time, and we’d like to thank those colleagues for all their hard work in helping to keep our customers in touch with their friends and loved ones.

All of our retail colleagues will continue to be paid throughout this challenging time, and we’ll now also look at ways to allow the store teams to add their support to helping our customers in their local communities, including supporting the local contact centres and social media service teams with the increased enquiries.

We’ll continue to be there for our customers online and through our contact centres across the UK. We’re prioritising vulnerable customers and those in most need so we advise you to visit us online via My EE or by downloading the My EE app as our response times may be longer than normal.

We look forward to helping you in one of our shops again sometime soon.

Peace of mind

We’ve made all visits to the NHS online free, so you won’t use any data while accessing information (even if you’ve already run out completely). Calling 111 also remains free.

We’re also working on ways we can better help our most vulnerable EE customers.

We have teams who can help you with any concerns about your EE bill due to the coronavirus. If you’re worried, get in touch with us and we can work out how to help.

Keeping you in data

We’re all likely to use a bit more data at the moment. Whether you’re on pay as you go or on a pay monthly plan, you can easily buy data add-ons or top up using the My EE website or app without leaving your house.

You can also share data with other family members on your EE account if they need it. For our pay as you go customers, we’ll also be making it free to call us on 150 from Friday 27 March.

Keeping you connected

Our mobile network can comfortably support the extra calls that people will make to keep in touch with colleagues, friends and family. And if data usage does increase, we have the capacity to handle that, and have started extra monitoring on all areas across our network.

We have a large amount of capacity in our broadband network to keep you connected at all times, even with the massive increase in homeworking that we are seeing right now.

Delivery with a difference

Our delivery operations are continuing as normal with extremely good service levels right across our network. Where possible we will still dispatch your order within 24 hours, but some orders may take a little longer to get to you. 

With immediate effect, we will no longer ask customers to sign our handheld units and instead our drivers will sign it on their behalf. We will record the consignees name and a 'Delivered on Authority' message in the signature section of the unit.

You’ll still be able to fully track and trace your order, giving you complete visibility of all your parcels.

Keeping your digital skills up to scratch

Technology will play a big role in getting us through this crisis. So we’ll continue to give people the digital skills they need to stay in touch.

For people with low digital skills

If you’re worried about a family member or friend with low digital skills, we have simple online training to help them keep in touch, keep up to date with important information and stay healthy, including accessing GP services online, finding local services and shopping online.

For parents and children

We’re helping kids continue to learn at home, including digital skills specifically for 4 to 11-year olds. And we have loads of information about staying safe online.

For anyone working from home

We have guides to help you build your digital skills and work online effectively including working with LinkedIn Learning and Google Digital Garage.

All these resources are available from BT Skills for Tomorrow.

Keeping you entertained

We know being stuck at home can be hard so we have a range of TV and Music offers to keep you entertained. Enjoy Apple Music, Apple News+, BT Sport, MTV Play and BritBox free for up to six months. Learn more about our offers.

Anyone with a Smart Plan can also swap their benefits each month. Binge your favourite series on Amazon Prime Video one month then swap it out for something different. We’re also the only network to offer a Video Data Pass, which lets you stream as much video as you like without using your data allowance.

Keeping our people safe

We know what a critical time this is to keep everyone connected. So we’re still asking our amazing teams and people to come into our contact centres if they’re healthy and able, but only where absolutely necessary to keep things running for our customers. We’re doing everything we can to look after our colleagues at all of our sites by:

  • asking our people to remain vigilant and to protect themselves by strictly following personal hygiene measures
  • Increasing cleaning services in our buildings
  • building in social distancing wherever possible in our centres, having people sit and work further apart
  • paying our people fully, even if they need to isolate, giving them the security to make the right decisions for their health and the health of their loved ones
  • stopping all travel between our sites.

Keeping you safe online

Finally, it’s important to know there are people out there who are trying to use coronavirus as a way to scam people, sending text messages and emails that attempt to look like they’re from EE.

Do not click on any links that you’re unsure of and find out more about online safety and security.

Thank you for being an EE customer.

Take care and stay safe. We’re here for you.