topic My mum is old and needs some help with her new router in Broadband & Landline

My mum is old and needs some help with her new router

Rosepearl78 — Fri, 26 Jun 2026 11:08:33 GMT

My mum is at the end of her tether, she’s told me you are sending her a new router but won’t send an engineer to fit it for her. She’s 80 this year and spends a ridiculous amount of money on her broadband/tv etc as it’s all she has. Unfortunately I live 4 hours away and can’t help her myself.

she’s trying to get through to a human to help her but with no luck, she’s really distressed, please can someone point me in the right direction to get her some support with this?

Thank you

Re: My mum is old and needs some help with her new router

Northerner — Fri, 26 Jun 2026 11:33:56 GMT

Hi @Rosepearl78

You can book a home visit service here: https://ee.co.uk/help/broadband/getting-started/ee-guide-home-visit

Fully understand your situation is nobody local or maybe a family member/friend. Mostly it will be plug and play but everything might need setting up again. I would suggest using the old WiFi name and changing the wifi password to the old one that way most devices will/should automatically connect.

Thanks

Re: My mum is old and needs some help with her new router

JimM11 — Fri, 26 Jun 2026 11:42:25 GMT

@Rosepearl78 There are laws all about that, get onto EE CS and have them sort it out, there vulnerable person policy was to be updated, i know as my sister suffer's but NOT SURE were EE stand with all this now, come Sept my sister is quitting EE Lock stock and barrel for that reason alone....

Tagged the team for you, @Katie_B @Christopher_G @Linzi_H hopefully they can reachout.....

@Rosepearl78 Call your mum and tell her to hold fire on doing any swapping currently in case she get's in a real pickle with it all!

Re: My mum is old and needs some help with her new router

Lesley_W — Fri, 26 Jun 2026 12:26:26 GMT

Hi @Rosepearl78

I'm sorry that your Mum hasn't had the help she needed when getting in touch and that she's having trouble speaking to someone today.

I've sent you a private message to your community inbox to see if I can help.

Lesley

Re: My mum is old and needs some help with her new router

XRaySpeX — Fri, 26 Jun 2026 12:44:35 GMT

Why is she being sent a new router? As no eng. is being sent it can't involve a change of the type of BB which would require installing. If it is just a replacement for her existing router then disconnect all cables from existing router making a note of where they went, remove old router and replace it by new router, plugging back all cables removed into similar ports of new router.

You could guide her thro' https://ee.co.uk/help/broadband/getting-started/set-up-guide