EE Broadband – join, switch or cancel: How easy is it?

Jumping on board with EE Broadband is easy

EE broadband is widely available, so this isn’t like checking Virgin Media or an altnet, where there’s a very realistic chance your address won’t be covered at all. The real question with EE is whether you can get Full Fibre yet, and if so, which speeds are available.

If Full Fibre is available, you’ll usually be choosing between EE’s Full Fibre speeds and package tiers. If it isn’t, EE may still offer Standard Fibre, which uses a part-fibre, part-copper line. That’s less exciting, but still means EE can usually offer some form of broadband while you wait for Full Fibre to reach your street.

You can sign up online

Online sign-up is the cleanest route for most people. EE shows the available speeds, lets you choose a speed, then asks which package tier you want. That’s where you need to slow down slightly, because the speed is not the whole package.

Core, Standard, Premium and Ultimate can change what extras you get, including security, Wi-Fi support and other useful bits. So don’t just click the cheapest version of the speed you want and assume the rest is identical. With EE, the tier matters too.

You can also get help through EE chat or by phone

EE has phone support for broadband and landline, and its Aimee chatbot can connect you to EE live chat if you need more help. That’s useful if you’re unsure which package tier makes sense, or if you want to ask about installation, router options or moving from BT to EE.

That said, the website is still the best place to see the package options laid out. If you do use chat or phone, keep your own notes and check the final order confirmation carefully afterwards.

Installation dates are chosen during the order

If you’re ordering Full Fibre, EE says you choose your installation day during the order. EE will send a Smart Hub if you need one, and if you’re already with EE or BT, it’ll tell you whether your current hub can still be used.

Before the engineer visit, EE also asks you to think about where the external junction box should go and to clear space where the engineer will be working. So the joining process is easy enough, but it still needs a little bit of practical prep if a new fibre installation is involved.

If you’re signing up before moving in

If you’re moving into a new home and want EE ready for day one, you can check the speeds available at the new address and place the order around your move date. EE promotes this as a way to get connected for moving day, but you’ll still need to work around installation dates if the property needs Full Fibre fitted.

That means it’s worth checking the new address early, especially if you need an engineer. Some homes will already have the right fibre equipment in place, while others will need Openreach to visit. If you don’t live there yet, you’ll also need to make sure you can get access for the engineer if an appointment is needed.

If you’re already with EE Broadband

If you already have EE Broadband, EE says to call at least three weeks before you move. You’ll need to give EE your new address and moving date, and if your date changes, you can call again to rearrange the move.

EE says it will transfer your existing broadband services to your new address, and your confirmation will tell you if any new equipment is being sent. That’s the neat version. The practical version is that your new address still decides what you can actually get, so the speed, package or installation route may not be identical.

If EE can’t provide the same service

Moving home doesn’t always mean your broadband carries across perfectly. Your new address may have different speeds available, need a new installation, or require different equipment. If Full Fibre isn’t available there, EE may only be able to offer a different type of broadband.

If EE can’t provide what you currently have, you’ll need to talk through the options with its home move team. The safest thing is to keep every confirmation email or letter, especially if your price, package, activation date or contract position changes during the move.

Cancelling is possible, but you'll need to phone EE

EE says it needs 30 days’ notice to cancel your broadband. So you can’t just decide you’re done and expect the service to stop that day. Once you cancel, EE says it’ll stop the service 30 days later and confirm that your contract has ended. You also cannot do this online – EE requires you to make a phone call.

The simplest way is just to choose a new provider and sign up. Because if you’re switching broadband provider, the new provider will handle the details and you won't need to call. But if you’re leaving without switching, you’ll need to contact EE directly and make sure the cancellation has been accepted.

The cooling-off period is the cleanest exit

If you’ve only just ordered, the 14-day cooling-off period is usually the easiest way out. That’s the point where you’re most likely to be able to walk away without getting dragged into early termination charges.

That doesn’t mean everything is always refunded as if nothing happened. If equipment has been sent, an engineer visit has happened, or the service has already started, there may still be practical loose ends. But as a general rule, if you’ve changed your mind, don’t sit on it. Cancel early.

Leaving mid-contract is cheaper than it could be

EE’s early cancellation charge is much less brutal than it could be. For broadband, it's around 30% of your remaining charges if you leave during your minimum term. That’s still money you’d rather not pay, but it’s a long way from being charged for almost everything left on the contract, as some providers still do.

That makes leaving early less painful than it is with some providers, although it’s still worth avoiding if you can. The best times to leave are during the cooling-off period, when your minimum term is ending, or if EE gives you a specific right to cancel without paying.

You’ll need to return EE’s routers and any other gear you have

If EE asks you to send equipment back, don’t ignore it. EE says it’ll email you instructions for returning its broadband and/or TV equipment, and you need to send the kit back within 30 days or you may be charged.

EE says returning equipment is free. You should get a QR code or printable label, so the process shouldn’t be difficult. Still, keep the return proof until the account is fully closed, because the last thing you want is a non-return charge appearing after you thought everything was done and dusted.