What's the Keep Connected Promise?
If you're on our Full Works plan, you can use your Smart Hybrid Connect to keep you online while your broadband's not working. See our guide to set up Smart Hybrid Connect.
If you're on our All Rounder plan and you've reported an eligible fault, we'll send you a Mini Hub straight away at no extra cost. It uses a mobile signal to connect your devices until we've fixed the fault.
If you report your fault Monday to Friday before 7.30pm, you'll receive your Mini Hub the next day. If you report a fault on the weekend before Sunday at 12.30pm then it'll arrive on Monday. After 12.30pm on Sunday, it'll arrive on Tuesday. In some places like Highlands and Islands and parts of Cornwall it may take a little longer.
What's the Mini Hub?
The Mini Hub is a device that uses a 4G mobile signal to connect you to the internet when you have a problem with your broadband. In a similar way to how you connect devices to your EE Smart Hub, you can connect up to 20 devices, like your laptop and tablets. It will keep them connected to the internet at home.
The Mini Hub comes with a SIM that will provide unlimited data while we fix your fault. We won't charge you anything extra for the Mini Hub or the SIM.
The Mini Hub doesn't have all the range and features of your usual EE Smart Hub, as it's just to tide you over until we get you back up and running. You won't be able to connect devices that need wired access like TV set top boxes that don't use WiFi.
How do I get a Mini Hub?
If you're an 'All Rounder' customer and have reported a broadband-affecting fault, we'll send you a Mini Hub if you're eligible.
How much does the Mini Hub cost?
There's no additional charge for the Mini Hub, as you get this as part of our 'Keep Connected Promise'. Your Hub will provide unlimited data while we fix your fault and there's no charge for this either.
When will I get my Mini Hub?
If you report your fault Monday to Friday before 7.30pm, you'll receive your Mini Hub the very next day. If you report a fault on the weekend before Sunday at 12.30pm then it'll arrive on Monday. After 12.30pm on Sunday, it'll arrive on Tuesday. In some places like Highlands and Islands and parts of Cornwall it may take a little longer.
The packing is designed to fit through most letterboxes and doesn't need to be signed for, so you don't need to wait in for it.
What do I do with the Mini Hub when my fault has been fixed?
- Your Mini Hub will stop working a few days after your fault is fixed. You will receive a mailing bag and a pre-paid returns label.
- Pack your Mini Hub, with all the cables and instructions, into the original box.
- Put the box into the mailing bag and seal with the sealing strip. Peel off and apply the pre-paid returns label on top of the original mailing bag label.
- Post in any post box, or take to a Post Office if you want proof of postage.