What is the Keep Connected Promise?
If you have our Ultimate plan, you can use your Connectivity Backup to stay online.
If you have our Premium plan and report an eligible fault, we'll send you a 4G WiFi device at no extra cost. It uses EE's network to keep you connected until we fix the fault.
When you'll get your 4G WiFi device
Delivery depends on when you report the fault:
- Mon-Fri before 7:30pm - Next day
- Weekend before Sun 12:30pm - Monday.
- Weekend after Sun 12:30pm - Tuesday.
Delivery may take longer in places like the Highlands, Islands and parts of Cornwall.
The packaging fits through most letterboxes, so you don't need to wait in.
What is the 4G WiFi device?
The device uses EE’s 4G signal to keep you online when your broadband is down.
You can connect up to 20 devices, like laptops and tablets.
- Includes a SIM with unlimited data while we fix your fault.
- No extra charge.
- Temporary use only - It doesn't have the same range or features as your hub.
- You can't connect wired devices.
Returning the 4G WiFi device
When your fault is fixed, the device will stop working after a few days. We'll send you a mailing bag and pre-paid label.
- Pack the device, cables and instructions in the original box.
- Put the box in the mailing bag and seal it.
- Stick the pre-paid label over the old one.
- Post in any post box, or take to a Post Office for proof of purchase.