EE and BT broadband customers can upgrade in-person as UK shops to reopen in days

EE and BT stores will reopen from June 15 allowing customers to upgrade their phones or broadband service in person rather than via call centres. These popular shops, which are shared by the jointly owned firms, were closed earlier this year due to the coronavirus pandemic and the UK government ordering a total lockdown of the country.

However, with restrictions being slowly lifted, EE and BT are now reopening their retail spaces on high streets.

This will be a phased roll-out and there’s no word just yet on which shops will be open for business from the middle of June.

Explaining more, Lee Frankham, BT’s Retail Director, said: “At this difficult time for everyone, there is no substitute for personal, local service. We’re ready to re-open our stores to help our customers with the connections and help they need.

“Keeping our customers and our people safe is our number one priority, and we’ve been working tirelessly to introduce measures so everyone can be confident to visit our stores knowing that we can look after them and each other. We’re thankful to our amazing retail colleagues who have been helping customers online during the past month, and we are looking forward to welcoming customers back to our stores”


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The telecoms firm says that an enormous amount of hard work has made the openings possible with a range of measures being enforced to make sure customers and staff feel safe.

Customers will need to book their in-store visit and retail advisors can add them into the GreetMe queue. Customers will also be alerted via email or SMS regarding appointments.

To avoid contact, the stores will have virtual demos available, complete with images, specifications, and comparison tool, showing customers the full range while social distancing.

3D Views will also let customers see the device properly, rotating as needed, with help guides detailing step by step instructions.

The news comes as Virgin Media has confirmed that it will not re-open its 53 high street stores when the lockdown ends.

According to Virgin Media, it has taken the decision to permanently shutter its store due to falling footfall from customers. The vast majority of sales and customer enquiries take place online or over the phone, it says.

The 341 shop workers who worked in Virgin Media’s store haven’t been furloughed. The company will be offered first refusal of some 300 newly created at-home customer service roles as well as 50 field sales advisor roles nationwide.

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