Coronavirus: delivery, installations and repairs

In this article

Following the easing of lockdown restrictions across the UK, our engineers will be able to enter the property for all installations and repairs. 



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.

Engineer home visits

Engineer home visits

Our engineers will 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:

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.

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