How can I track my order?

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It’s easy to track your home broadband and home phone order online.

How do I track my broadband order on My EE?

How do I track my broadband order on My EE?


    log in to My EE


    go to My Account and select Track an order

You’ll see details about your order and the estimated completion date.

How do I track the delivery of my router or TV box?

How do I track the delivery of my router or TV box?

When will I receive my router or TV box?

    new EE Broadband customer – your new router should be with you the day before, or on the day your broadband goes live


    EE TV – your EE TV box should be with you within three working days after you change your package, or your broadband goes live


    replacement equipment – your new equipment should be with you within three working days of placing your order

Order tracking

When your router or EE TV box leaves our warehouse, we'll email you (and text you if we have your number) to let you know your equipment is on its way.

We’ll also give you a tracking reference number to track your order online.

What if I'm not in when my equipment is delivered?

Routers: our router boxes are so slim they fit through most letterboxes. If this isn't possible, our courier will leave a card with details of where they've left your equipment (for example with a neighbour) or how you can rearrange delivery

EE TV boxes: won’t fit through a letter box and require a signature. Our courier will try to deliver to a neighbour if you’re not in. If this isn’t an option, they’ll try to deliver the following day.

What if my equipment hasn't arrived?

If your broadband has gone live, or you've waited three working days for replacement equipment:


    check your post for any missed delivery slips – your delivery might be with a neighbour


    check your emails for a message with the subject Your EE broadband equipment is on its way or Your EE TV box is on its way – the email contains a link to help you track your order


    if there’s a delay, we'll let you know via text message or email

> If you're still having problems, get in touch

Alternative delivery address

For new broadband orders, we're only able to deliver your equipment to your home address (or the address the broadband order is placed on). Sorry – we're not able to change the delivery address once it’s been set.

What's the home broadband order process?

What's the home broadband order process?

Order confirmation

We'll email and text you, letting you know when your broadband will go live – this is your activation day. You can also track your order online, all the way through from ordering to activation, when you log in to My EE.

Router delivery

If you're new to EE Broadband or you need a new router as part of your order (for example you’re moving to Fibre Broadband), your new router will arrive on (or just before) your activation day.

In most cases, we'll post your router through your letter box, but it's worth looking out for any missed delivery slips.

Activation day

Your activation day is the day we turn on your home phone and broadband. We'll send you a message the morning the service is due to go live and another when it has. Once your broadband is live you can set up your router. 

Setting up your router

Setting up your broadband is easy – simply follow the instructions included with your router or use our EE Virtual Support app on selected EE routers.

You can download the app on one of the following Apple or Android devices:

  • Apple iPhone 4s or above with iOS 8+
  • Samsung Galaxy S6 or above with Android 5.1+

And you can use the app to set up these EE routers:

  • EE Smart Hub
  • Bright Box 1(R) Wireless Router
Download the EE Virtual Support app from the Apple App Store Download the EE Virtual Support app from Google Play

> Find out more about how to set up your router

The next ten days

Once your broadband is live and your router is set up, we'll fine-tune your line to make sure you’re getting the fastest and most reliable connection possible.

Over the next ten days, you may notice your connection drops or your speed goes up and down. Please leave your router turned on and connected to your phone line to make sure the process to stabilise your line can continue.

If you have connection issues after ten days, try these connection checks.

Your bill

If you're a new customer, we’ll create your first bill the day after your broadband activation date.

As soon as you're online with us you can see your first bill in My EE. We'll take your first payment around ten working days later. 

> Find out more about your first broadband bill


If you've signed up for EE TV, we'll send your EE TV box five days after your broadband is live. We'll text and email you so you can track your order.

> Find out more about setting up EE TV

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Last updated: 8/4/2019
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Thank you.

Glad to hear it.

Thank you.

Glad to hear it.

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