by Smudge95
New Member

Why may I be charged for engineer coming to fix broadband?

I reported a fault with our broadband cutting out today and on the phone I was told they had identified fault and were sending out an engineer. I then recieved confirmation of this appointment however the txt said I may be charged. What is this charge?

EE Community Support Team

Re: Why may I be charged for engineer coming to fix broadband?

Hi there @Smudge95


Thanks for coming here 🙂


Once the engineer has been and looked into this for you and let us know the next steps, if there are to be any charges you will be made aware.


Let us know how the visit goes 🙂



by Grand Master
Grand Master

Re: Why may I be charged for engineer coming to fix broadband?

Welcome to EE's Home Broadband Forum.


They will always warn of this in case it is your own faulty phone wiring that is causing BB issues.

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats.

For a BrightBox: login and go to Advanced Settings/ System/ DSL Status. Also post 'System Uptime' from top of System Log page.

For a SmartHub: login and go to Advanced Settings/ Technical Log/ Information.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What exchange are you connected to? If you don't know use: and post the URL of your exchange page.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC

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