What is an EE Guide Home Visit
With EE Guide Home Visit, we’ve made it easier than ever before to get you set up.
Book an EE Guide Home Visit, and an expert will visit your home to get everything wired up and tuned to perfection.
Your EE Guide Home Visit specialists are experts 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 a Premium or Ultimate package, an expert visit from an EE Guide Home Visit 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 a Core package, you can still book an expert visit from an EE Guide Home Visit, but you'll be charged £30 if you book your visit when ordering your Broadband or TV services. You'll be charged £40 if you take out an Add-On to cover setup after that point.
How long will 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 a Premium or Ultimate package, you'll get an Annual Broadband check-up every year.
During the check-up, the EE Guide Home Visit will make sure your WiFi connections 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 Home Visit 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 Guide Home Visit 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 Home Visit 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 Home Visit 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 Home Visit 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.