topic Re: EE offering same broadband package but then saying no? in Archived Posts

EE offering same broadband package but then saying no?

youface — Sun, 04 Jul 2021 18:55:51 GMT

Currently im on fibre max 300 and have been for like 2 years, I got an email saying contract coming to an end, you can continue to pay £53 ish per month or go to a plan which is basically the same package but for £44.09, I rang them up asking to go for this package but then the customer sales advisor says that deal is no longer available which I think is a bunch of lies then he said his manager goes right now I cant get fibre max 300 or 150, the most I can get is the fibre plus with max speed of 76,

Im like how is that possible, ive been on max 300 for 2 years its been running fine then they turn around and go no my line cant have that now etc, I think its a bunch of lies and they are trying to cover their tracks because they offered me a cheaper price for the same deal,

can anyone help?

I have the email as proof saying I could get that cheaper package with exact same speed, avg 300mbps also but they are saying its not there anymore

Re: EE offering same broadband package but then saying no?

XRaySpeX — Sun, 04 Jul 2021 19:58:42 GMT

Welcome to EE's Home Broadband Forum.

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. Obscure your names & any numbers in the BB Username & also the SSIDs.

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

2. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

Re: EE offering same broadband package but then saying no?

Northerner — Mon, 05 Jul 2021 04:17:19 GMT

Hi @youface

Although rare your exchange/cabinet might be over subscribed.

Thanks

Re: EE offering same broadband package but then saying no?

XRaySpeX — Mon, 05 Jul 2021 05:17:13 GMT

@Northerner : The OP is already subscribed to his cab and is holding onto a port of it. As this offer seems to be just a plan change for the same Fibre product there is no reason to give up his existing port and enter the wait queue for a port to become available. That's what would happen at an oversubscribed cab if you were switching Fibre products.

Re: EE offering same broadband package but then saying no?

youface — Mon, 05 Jul 2021 17:44:19 GMT

Re: EE offering same broadband package but then saying no?

XRaySpeX — Mon, 05 Jul 2021 17:59:04 GMT

Posted in the open:

@youface wrote:

I tried to upload the pictures just as you asked but its not displaying properly in the forum chat so ill send it here instead, regarding EE telling me now my line doesnt support gfast 300 anymore and the best they can offer me is fibre plus max 76mbps

These were waiting to be approved before they can be seen. I have now done so.

Re: EE offering same broadband package but then saying no?

youface — Mon, 05 Jul 2021 18:06:55 GMT

so judging from the screenshots I sent, my line is perfectly fine and can support max speed of 300mpbs as it has done for the past 2 years correct?

EE sent me an email saying my contract has ended I can either continue to pay X amount per month or go for a contract, the contract was cheaper than what I currently pay and was offering me same speed, I think because of this, the employee on the phone said I can't get anything faster than 76mpbs

Re: EE offering same broadband package but then saying no?

XRaySpeX — Mon, 05 Jul 2021 18:41:14 GMT

Ah, so you are using a G.Fast Modem. So you won't know what speeds you are getting.

G.Fast is available there & is not oversubscribed. However as your Max. Observed Speed on G.Fast as of today is only 78.5 Meg EE isn't prepared to offer you G.Fast on a new contract when they can give you FTTC (Fibre Plus) at similar speeds & at a lower price. They will let you stay on your existing slow G.Fast at the inflated price but, quite honestly, you have nowt to gain from G.Fast over FTTC.

Altho' you are on a package called Fibre Max 300 the.'300' stands for 'up to 300 Meg'. You have actually been getting no more than 79 Meg in all those years. It is not true to say that your line support speeds up to 300 Meg, only that you have been on a package called Fibre Max 300.

Re: EE offering same broadband package but then saying no?

youface — Mon, 05 Jul 2021 18:18:54 GMT

so why have they decided to slow my speed right down to 78, I just dont understand, why cant I go back onto gfast 300?

Re: EE offering same broadband package but then saying no?

XRaySpeX — Mon, 05 Jul 2021 18:29:46 GMT

They haven't slowed it down, Why would they? Your line has been observed to never have exceeded 78.5 Meg.

The BTw Checker speeds for the various products are only estimates. Your max. actual speeds are given by the block labelled "Observed Speeds".

I have just told you why EE won't give you a new contract on Fibre Max "Up to" 300!

Re: EE offering same broadband package but then saying no?

XRaySpeX — Mon, 05 Jul 2021 18:45:57 GMT

Let's check you speeds another way.

Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . 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.

Re: EE offering same broadband package but then saying no?

youface — Mon, 05 Jul 2021 18:54:40 GMT

So then for 2 years since ive been on this contract, why was I on gfast 300 and it was working flawlessly, the minute my contract is up and they notify me, they say I cant get speeds higher than 76, I also logged into my account and checked for upgrade broadband, they offered me 300mbps for £70 per month

I personally see this as a fault on their end because they offered me a cheaper price and sent it me on email then when they realised they were going to make me pay less and get the current speed I get via the plan im on (300mbps), they turned around and said no you cant get 300 mbps speed anymore

Re: EE offering same broadband package but then saying no?

pip11 — Mon, 05 Jul 2021 19:30:21 GMT

Which router do you have?

Re: EE offering same broadband package but then saying no?

XRaySpeX — Mon, 05 Jul 2021 19:31:24 GMT

2 years ago they were only going by estimates. Once you've actually been on it they are able to go by actual speeds. In your case the actual speeds have been far lower than the estimates.

Nobody has ever offered you 300 Meg. The only realistic offer they can make is anything up to 300 Meg. The trouble is you are going by the title of the product & taking it literally where the '300' in the title is shorthand for "up to 300 Meg".

Rather than arguing with EE as to why they can't offer a new contract on G.Fast when a contract on FTTC would suffice you might be better off staying on your current G.Fast contract and complaining that you are not even reaching your Min. Guaranteed D/Load Speed or not even within the range of the estimates for your product. However I fear that after 2 weeks investigation. they will tell you "Sorry, but you are free to leave".

What are all EE's estimated speeds which you'll find in your MyEE for BB under Your broadband speed?

Re: EE offering same broadband package but then saying no?

XRaySpeX — Mon, 05 Jul 2021 19:34:08 GMT

@pip11 : It's an EE SH going through a G.Fast modem as the above router stats show.

Re: EE offering same broadband package but then saying no?

pip11 — Mon, 05 Jul 2021 20:03:18 GMT

Does the EE SH not have a G.Fast internal modem?

Re: EE offering same broadband package but then saying no?

XRaySpeX — Mon, 05 Jul 2021 21:34:19 GMT

No, @pip11 , it's only VDSL/ADSL. It's a BT HH6/SH1 Type 6B.

The EE Smart Router has G.Fast too. It is a BT SH2.

Re: EE offering same broadband package but then saying no?

pip11 — Mon, 05 Jul 2021 20:42:19 GMT

Ah, I see.

Re: EE offering same broadband package but then saying no?

XRaySpeX — Mon, 05 Jul 2021 21:45:25 GMT

@pip11 : As an aside to this, will it ever be possible to have router with an integrated FTTP/ONT modem? I suppose not as wouldn't it need a fibre cable input (instead of RJ11 DSL) & Ethernet only appears after the ONT?

Re: EE offering same broadband package but then saying no?

youface — Mon, 05 Jul 2021 23:33:38 GMT

Exactly, the fibre max 300, upto 300mbps , min speed being like 250 or so im not bothered about, but right now im only getting like 76mbps whilst still on the gfast 300 plan.

Then they turn around and say they can only offer me fibre plus which is 76mbps which I believe is total nonesense when companies such as sky is offering their ultrafast fibre which is 150mbps.