Coronavirus: delivery, installations and repairs

In this article

Our engineers will do all they can to get you up and running without entering your home. However, there may be instances where installations and engineer visits are cancelled or delayed if an engineer needs to enter your home for an extended period of time. 

 

Most repairs are happening as scheduled and there are no delays to the delivery of equipment like EE Smart Hubs. 

Connections and upgrades

Connections and upgrades

Most connections and installations happen outside the property and can take place as normal. 

You'll be told if an engineer visit can't go ahead. If we need to change the date of an appointment we've already made with you, we'll contact you.

When connections will be delayed

Connections or installations may 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 100 or 300

If your connection is delayed

Your switch to EE may 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 if you have a total loss of service. 

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 you'd like to keep your current broadband services active with them. 

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.

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. If this is the case, we'll be in touch before your appointment to ask some screening questions and ask you to follow these steps before your engineer 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

Using your data for Test and Trace

Using your data for Test and Trace

To protect you and our staff, if we believe that a Covid-19 case is linked to a EE store you visited, or to your home engineer visit, we might need to share some basic information with the NHS:

  • Your name 
  • Your phone number
  • When you visited our store or had your home visit (day and time)

Once provided, NHS Test and Trace may use these details to contact you in line with their processes and procedures. 

For more details about the NHS Test and Trace please read the government's NHS Test and Trace: How It Works guidance at: https://www.gov.uk/guidance/nhs-test-and-trace-how-it-works

If you have any symptoms of COVID-19, or you’ve had contact with someone who does, please don’t visit any of our stores. Or if you have an engineer visit booked, call and let us know. This will help us keep you, other BT customers and our employees safe.

For more details about how BT handles your information and privacy, take a look at our Privacy Policy.

Thanks for your feedback

 
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