Coronavirus: delivery, installations and repairs

In this article

Most connections, repairs, deliveries and installations are happening as scheduled. Our engineers can't enter your home at the moment. Most engineers don't need to enter properties, but we'll need to delay any appointments if they do. We'll let you know as possible. 

Connections and upgrades

Connections and upgrades

Most connections and installations aren’t disrupted and should take place as scheduled. 

When connections will be delayed

Connections or installations will be delayed if an engineer needs to enter your home, for example:

  • you need a new phone line to get broadband 
  • you’re ordering Fibre Max 145 or 300

If your connection is delayed

Your switch to EE will be delayed if you're a new customer. 

You won’t be charged for an internet package until we can install it. We’ll contact you as soon as we know if your connection or installation will be delayed.

Please don’t call to check – this helps free our call centres so we can get to help customers who need urgent help. 

If you’re a vulnerable adult 

We won’t delay an engineer visit if you’re a vulnerable adult and you don’t have any connection. Get in touch if you’re a vulnerable adult

Faults and repairs

Faults and repairs

Most repairs happen outside properties. These appointments will usually go ahead as normal.

Engineers must avoid entering properties to fix problems or install connections. An engineer will only enter a property to help vulnerable customers and it’s the only way to fix problem.

Deliveries

Deliveries

There haven't been disruptions to delivering equipment like EE Smart Hubs.

We’ll send tracking information when we dispatch items and you’ll be updated by the delivery company if there are any delays.

If you don’t want to wait to switch to EE

If you don’t want to wait to switch to EE

Call us if your connection has been delayed and you want to cancel your order.

You’ll also need to get back in touch with your current provider as soon as possible to tell them to keep your broadband.

How we'll tell you about a delay

How we'll tell you about a delay

We’ll contact you as soon as we know if your connection or installation will be delayed.

Please don’t call to check – this helps free our call centres so we can get to help customers who need urgent help.

Any delays will be until at least June.

Engineer home visits

Engineer home visits

Our engineers will do all they can to get you up and running without entering your home. however there may be instances where they need to enter the premises for a short duration. In case this is needed, follow these steps before your engineering visit:

  1. Clear a path to the main telephone socket if you have one
  2. Wipe down any surfaces around the telephone socket that our engineer may come in contact with
  3. Open any windows or doors where the engineer will be working

What to expect on the day of your engineer home visit

  • On the day of the visit, our Openreach engineer will contact you to ask some questions to help us understand if your circumstances have changed
  • If the engineer does need to enter your home, they may put on a mask and/or gloves
  • You will need to keep two metres away from the engineer to maintain social distancing, and move to a different room if possible
  • Once the engineer has finished working, they will wipe down any surface they have touched before leaving
Thanks for your feedback

 
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