We aim to fix most network faults within 2 working days, unless there are complex factors involved. If your fault needs an engineer visit, we’ll attend on the date you selected.
If you use a healthcare pendant or alarm please let us know. This helps us let our suppliers know and make sure you get the right support. You can contact us to update your details.
Check that your healthcare pendant or alarm is working. If it isn't, contact your alarm provider to see what support they can offer.
You can get updates and manage everything online:
If it’s included in your package, you may have Connectivity Backup. It helps keep you online if your broadband drops. Find out how Connectivity Back up works.
If your Connectivity Backup device shows white signal lights, it’s using the mobile backup. This usually happens when your broadband is down. While it’s in this mode, Digital Voice won’t work. It’ll start working again once your Smart Hub reconnects to the broadband line.
You can stay online by tethering your devices to a mobile phone if someone in your house has unlimited data. Data fair usage policies may apply.
Find out how to turn your mobile phone into a data hotspot.
If you’re an EE mobile and broadband customer, you can register for EE One and get an unlimited data boost.
We have an automatic compensation policy if things go wrong. This will be added to your account after your fault is fixed, so we get it right.