What will happen to my service?
 | We'll place your ordersContact us to discuss your options. If you want to keep your home phone and broadband services, we’ll place an order for the move of your home phone service to BT. We'll book an appointment with you for an Openreach engineer to visit your home. |
 | BroadbandAn engineer from our partner Openreach will visit your home to:
|
 | Home phoneAround 10 working days after your new line and socket is installed, we'll upgrade your home phone service to BT Home Phone Standard. You can keep using the same handsets, you'll keep your phone number, and you won't need another engineer. Please keep your phone handset connected to your existing wall socket. Your home phone won't work if it's connected directly to your new broadband wall socket. You'll switch to your new BT Home Phone service automatically, so you don't need to do anything to set it up. There could be up to an hour gap in your phone service while we switch you over. We'll keep you updated by email or letter. See below for more details. |
 | BillsYou'll have 2 separate bills:
This means you'll have 2 Direct Debits. We'll try to make sure they're taken on the same day. The total cost will stay the same. To view or pay your BT Home Phone bill, view your calls or update your Direct Debit, you'll need to create a BT login. We'll tell you how to do this when it's needed. |
Need to know
If you have a healthcare device or alarm
There could be up to an hour gap in your phone service while we switch you over. If you have any of these devices, please call us so we can help.
What will stay the same?
You'll keep the same reliable service and carry on using your existing phones and EE Hub.
Your home phone number won't change.
You'll either pay the same or less than you are now.
You can still get in touch with us in the usual way if you need help.
If you have voicemail, it will still work, and you’ll access it in the same way.
If you'd prefer to use voicemail on your handset instead, you can turn ours off. Just call us and let us know.
Your Call Protect settings, along with your other calling features, will move over automatically.
It’s a good idea to check everything is set up the way you want after your service has changed.
What will change?
You’ll keep using your current socket for your BT Home Phone.
Our partner Openreach will install a new line and socket for your EE Broadband.
Don’t move your phone into the new broadband wall socket, it won’t work there.
You’ll get one bill for your BT Home Phone and one for your EE Broadband.
You don’t need to do anything to set this up.
You won’t pay more overall.
You'll need to use the full area code when dialling a number, even for local calls.
It's a good idea to check any saved or speed dial numbers.
You'll need to create a BT account to:
- check and pay your BT Home Phone bill
- view your calls
- update your Direct Debit
We'll tell you how to set this up if you haven't already.
You can still keep using your EE account to check your EE Broadband bills.
Other questions you might have
I don't use my home phone. Do I need to keep it?
No, if you no longer need a home phone, you can move to EE's broadband only plan. This could reduce your monthly cost.
Can I move to fibre broadband and Digital Home Phone?
Fibre broadband and Digital Home Phone aren’t available at your address yet.
If this changes in the future, we'll let you know when you can switch.
What happens if I don’t make these changes?
The UK’s copper landline network is closing.
If you don’t change, it may result in disruption to your broadband or home phone services.
Do I need to change how I set up my phone or equipment?
No, you can keep using your current phone and equipment.
Just make sure your phone stays plugged into your original socket, not the new broadband socket.
Why do I need to have 2 accounts?
These services are set up separately because they run on different lines. Your broadband will be looked after by EE and your landline is with BT, both part of the BT Group.
Nothing changes about how you use either service. The only difference is that they're billed and supported separately behind the scenes.
We're here if you ever need help with either one.
Will I pay line rental on both accounts?
No. Your EE bill will cover your broadband, which includes the line rental. Your BT bill will cover your call plan, chargeable calls and calling features. This means that you'll be charged the same as you are now, but it will be spread over 2 different bills.