Looking to understand what happens once you’ve placed your EE Broadband order? On this page, we explain what to expect once we’ve confirmed your order through to getting your service live.
Home Broadband order process
- 1. Order confirmation
- 2. Progressing your order
Engineers will be working to connect your line and activate your EE Broadband service.
- 3. Router delivery
If you're new to EE Broadband or you need a new router as part of your order (for example you’re moving to Fibre Broadband), your new Bright Box wireless router will arrive on (or just before) your activation day.
You'll get a text message (if you've given us your mobile phone number) and email letting you know when it's on its way, with a link so you can track the delivery.
In most cases, we'll post your router through your letter box, but it's worth looking out for any missed delivery slips.
- 4. Activation day
The activation day is the day we turn on your home phone and broadband. We'll send you a message the morning the service is due to go live and another message when it does.
It could go live at any time up until midnight - you can track your order online from your account online.
Once your broadband is live you can set up your router.
- 5. Setting up your router
Setting up broadband is easy - simply follow the instructions included with your Bright Box router. Our Home Broadband set up guide offers more help setting up your equipment and selecting your parental control options.
If you haven't received your router when your broadband goes live, check the status of your order online.
- 6. The next ten days
Once your broadband is live and your router is set up, we'll fine-tune your line to make sure you’re getting the fastest and most reliable connection possible.
Over the next ten days, you may notice your connection drops or your speed goes up and down.
Please leave your router turned on and connected to your phone line to make sure the process to stabilise your line can continue.
If you have connection issues after 10 days, check our fixing your connection article.
- 7. Your bill
If you're a new customer, your first bill will be produced the day after your broadband activation date.
As soon as you're online with us you can see your first bill on your account. We'll take your first payment around ten working days later.
Find out more information on your first broadband bill >
- 8. EE TV
If you've signed up for our EE TV service, we'll send your EE TV box five days after broadband is live. We'll send you a text and email so that you can track your order.
If you'd like help setting it up, see our EE TV set up guide.