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.