Changes to your home phone and broadband
The UK's ageing and unreliable copper landline network is being retired, so we need to update your services to keep your phone and broadband services connected, ahead of the industry‑wide analogue switchover.
Because fibre broadband isn't currently available at your address, we'll provide a suitable alternative solution to keep your phone and broadband services working.
We'll contact you when it's time to get started. When you hear from us, it's important that you take action as soon as possible to help avoid any disruption to your service.
This guide explains what will happen and what you need to do.
What will happen to my service?
We'll place your orders
Contact us to discuss your options. If you want to keep your home phone and broadband services, we'll place an order for the move of your broadband service to EE.
We'll book an appointment with you for an Openreach engineer visit to your home.
Broadband
An engineer from our partner Openreach will visit your home to:
- install a new line and socket for your EE Broadband
- make sure everything’s set up and working before they leave
Home phone
Around 10 working days after your EE Broadband is installed, we'll upgrade your home phone service to BT Home Phone Standard.
You can keep using the same handsets, you'll keep your phone number, and you won't need another engineer.
Please keep your phone handset connected to your existing wall socket. Your home phone won't work (including calls to 999) if it's connected directly to the new broadband wall socket.
Your BT Home Phone service will switch over automatically, so you don't need to do anything to set it up.
There could be up to an hour gap in your phone service while we switch you over. We'll keep you updated by email or letter.
See below for more details.
Bills
You’ll have 2 separate bills:
- one for your EE Broadband
- one for your BT Home Phone call plan, calling features and chargeable calls
This means you’ll have 2 Direct Debits. We’ll try to make sure they’re taken on the same day. The total cost will stay the same.
To view your EE Broadband bill and manage your service, you’ll need to create an EE login. We’ll tell you how to do this when it’s needed.
What will stay the same?
Your service
You’ll keep the same reliable service and can carry on using your existing phones and BT Hub.
However, if you have one of our older hubs, we may send you a new one. We'll let you know.
Your number
Your home phone number won't change.
How much you pay
You'll either pay the same or less than you are now.
Voicemail
If you have voicemail, it will still work, and you’ll access it in the same way.
If you'd prefer to use voicemail on your handset instead, you can turn ours off. Just call us and let us know.
Call Protect
Your Call Protect settings, along with your other calling features, will move over automatically.
It’s a good idea to check everything is set up the way you want after your service has changed.
How to contact us
You can still get in touch with us in the usual way if you need help.
What will change?
You'll have 2 sockets
You’ll keep using your current socket for your BT Home Phone.
Our partner Openreach will install a new line and socket for your EE Broadband.
Don’t move your phone into the new broadband wall socket, it won’t work there.
You'll have 2 bills
You’ll get one bill for your BT Home Phone and one for your EE Broadband.
You don’t need to do anything to set this up.
You won’t pay more overall.
Dialling phone numbers
You’ll need to use the full area code when dialling a number, even for local calls.
It’s a good idea to check any saved or speed dial numbers.
Logging in to manage your service
You’ll need to create an EE account to:
- check your EE Broadband bills
- manage your EE Broadband services
We’ll tell you how to set this up if you haven’t already.
You can still keep using your BT account to check your BT Home Phone bills.
TV
If you have a TV service with us, it won’t be supported on your new EE Broadband service.
You can still use your TV box for Freeview and apps, but you won’t be able to get support from us if something goes wrong.
Other questions you might have
I don’t use my home phone. Do I need to keep it?
No, if you no longer need a home phone, you can move to EE's broadband only plan. This could reduce your monthly cost.
Why can't I have fibre broadband and Digital Voice?
Fibre broadband and Digital Voice aren’t available at your address yet.
If this changes in the future, we’ll let you know when you can switch.
What happens if I don’t make these changes?
The UK’s copper landline network is closing.
If you don’t change, it may result in disruption to your broadband or home phone services.
Do I need to change how I set up my phone or equipment?
No, you can keep using your current phone and equipment.
Just make sure your phone stays plugged into your original socket, not the new broadband socket.
Why do I need to have 2 accounts?
These services are set up separately because they run on different lines. Your broadband will be looked after by EE and your landline is with BT, both part of the BT Group.
Nothing changes about how you use either service. The only difference is that they're billed and supported separately behind the scenes.
We're here if you ever need help with either one.
Will I pay line rental on both accounts?
No. Your EE bill will cover your broadband, which includes the line rental. Your BT bill will cover your call plan, chargeable calls and calling features. This means that you'll be charged the same as you are now, but it will be spread over 2 different bills.