broadband appointment missed

[Minikdrift]

A doorstep EE salesperson signed us up for broadband. We were told an engineer would come on the 14th of July 2026 to install the new broadband service, but nobody came. Virgin media emailed us saying EE lets them know about us switching however EE has never sent us an order confirmation email. Our virgin broadband is still working, so i think the order went wrong. we need help solving this.

[Ali_A · Accepted solution]

Hi @Minikdrift 

Welcome to the Community! 

Great to hear you're looking to take EE Broadband, but sorry to hear that your installation has not yet taken place. Did you receive any equipment? 

You should have received an order confirmation by email, which should contain an order reference number, after the team signed you up. You may need to check your Spam folder for this. 
You can track your order on our Track Your Order page.
 

If not, I'd recommend giving our customer service team a call where a guide can check updates on your order.  
Contact Us | Help & Support | EE

Ali

[JimM11]

@Minikdrift Do as @Ali_A suggest's and give them a call, something has happened to kick it all off, or VM would not have been in contact to let you know about the switch, Do you happen to know which speed off service you have signed up for with EE coming from the VM cable, also if going to a FF Full Fibre connection is it all available at your property yet or in your area available for the installation.... The BTW link below if you wish to check, building number and postcode is all you would need will give some idea, if you post it back then hide any details just like the link sample....

BT Broadband

Sample of the btw below.

Re: Date for FFTP - The EE Community