topic Re: Broadband Upgrade Offer, Annual Price Rise & TNT Sports on Sky Pricing in Contracts & Billing

Broadband Upgrade Offer, Annual Price Rise & TNT Sports on Sky Pricing

tiggerthefox — Thu, 26 Mar 2026 12:44:29 GMT

I moved across from BT in February 2025 and currently have Full Fibre 500 Essentials and TNT Sports on Sky on a 24-month contract. I'm very happy with the service, with billing nice and simple and everything working as it should.

On 25th February this year, I received an email advising that the cost of the FF500E element would rise by £3.00/month, effective 31st March. This was remarked in the email as "Home Connection - Broadband Package." Nothing unusual about that - we have historically become used to mid-term price rises around this time of year. There has, to date, been no notification of a price rise for the TNT Sports element of my contracted products.

On 18th March 2026, I received a promotional email - "Upgrade Your Broadband To Freeze Your Price Until 2027." Intrigued, I looked further. The email advised that I've "been given access to an early upgrade on EE Broadband. Lock in your deal now to get even better value." It continued...

"Not only that, if you upgrade before 31st March 2026, there will be no price increase on your broadband until 31st March 2027." There was a link in the email to "see your offers."

Appetite now fully whetted, I clicked through, signed in to my account and looked at the goodies on on offer. And, yes...there was an appealing upgrade available to Full Fibre 900 for, if I remember correctly, slightly less than I'm CURRENTLY paying for FF500 (and that's before the impending price increase that wouldn't apply this year in exchange for taking this upgrade).

I resolved to re-visit once I'd discussed it with my partner as there was plenty of time to respond before the deadline.

This morning, I pulled up the email, clicked the link and signed in to my account. Horror of horrors, the promo page was unavailable (online and via the app). Not removed, just faulty. I called the number on screen and after selecting menu and sub-menu options waited to be connected to, and verified by, an EE agent.

The agent couldn't help me much as she couldn't see the promo offers either! She put me on hold, went through to the "technical team" for a resolution and after some minutes she came back to me, saying that this would take some time to correct and I should leave it for 24 hours and try again.

Not ideal.

I also, while I'd got her attention, mentioned that the only price increase notification I'd had for my current contract was for the FF500 product and nothing for the TNT Sports element. I also told her that this product had not increased in price this time last year and has been at the current value from the moment I became an EE subscriber. In fact, the onboarding confirmation email I received after signing up to the service advises that the monthly price plan for broadband will increase on 31st March each year by £3.00. The cost of any other services, like add-ons, may change during the contract, but EE would always let the customer know in advance if they do.

At this point, she told me that the price for TNT Sports was rising by £2.00/month.....but I haven't haven't had any official notification of this. I am sceptical that this is correct, given the lack of official correspondence (and also given that we are just 5 days from new pricing kicking in).

It has been left that I will try to access the offer again much later today and again in the morning if the page is still unavailable today. I suspect that I will be calling in again tomorrow for clarification on all open points.

I am aware that an upgrade re-sets the 24-month contract clock to zero, but wonder how this affects the current 24-month contract element for TNT Sports as this element is not an upgrade; it piggy backs on the broadband element.

Is any community member or moderator able to comment/advise on this post and has anyone else had difficulty accessing promotional, mid-term upgrade offers?

Thanks for reading!

Re: Broadband Upgrade Offer, Annual Price Rise & TNT Sports on Sky Pricing

Matt_124 — Thu, 26 Mar 2026 12:59:20 GMT

Unable to comment on the Upgrade Offer aspect, but I can confirm EE TV Plans do increase by £2pm with the Annual Price Change as detailed here: https://ee.co.uk/help/billing-payments/guide-to-bill/about-annual-prices-changes

This would have been present in the Terms and Conditions when taking out the plan also.

Re: Broadband Upgrade Offer, Annual Price Rise & TNT Sports on Sky Pricing

tiggerthefox — Thu, 26 Mar 2026 13:19:36 GMT

Hi @Matt_124 thanks for the feedback.
I think this is still a grey area for the following reasons:

1. I don't have EE TV per se. I am a Sky TV customer, receiving TNT Sports and its associated channels via a Sky Q box. Content is also available via the Discovery + app on mobile devices and via the same app on the Sky Q box (TNT Sports transitioning to HBO Max as of today, of course).

2. The price I pay for TNT Sports billed by EE and delivered on Sky has been unchanged since my first monthly statement issued 11/02/25 right up to the current statement issued 24/03/25. There was no price increase on this element levied this time last year and no email advisory of anything other than the broadband element uplift this time last year either (issued 4th March 2025). This year's email notification experience in February mirrors exactly that of last March's....broadband price increase only.

That the agent mentioned a TNT price increase in passing was at variance to my experience last year and had I not needed to call about the upgrade glitch, I'd be no wiser until...perhaps....seeing a price increase on the next statement due 24th April. By the time the discussion ended, the agent wasn't quite so certain about whether an increase is chargeable or not....which is a worry in itself.

So I'd regard this as inconclusive and very much a grey area to further interrogate EE over when I inevitably have to call them again tomorrow about the potential upgrade to FF900.

Thanks very much for taking time to reply.

Re: Broadband Upgrade Offer, Annual Price Rise & TNT Sports on Sky Pricing

tiggerthefox — Sat, 28 Mar 2026 14:19:07 GMT

So, forty-eight hours on from my initial post on this thread and it is time for an update.

Firstly, I made a second call to EE on Thursday afternoon concerning an unrelated matter - this time the migration of TNT Sports content on mobile/tablet devices from Discovery+ to HBO Max and how this would integrate with the HBO Max channel being added simultaneously FOC to my Sky TV package. That is now fully resolved with both service providers.

During this call, the guide confirmed that the broken link to the broadband upgrade offers I'd reported earlier in the day had been fixed and I resolved to finalise my chosen upgrade on Friday 27th. I decided I would call EE again to discuss/conclude my options, rather than complete the upgrade from FF500 Essentials to FF900 Core online, primarily because the issue of whether the "TNT Sports on Sky" bolt-on would be subject to a price increase on 31st March or not...my opinion being that it wouldn't be, based on the 2025 round of increases.

This is where matters started to cause concern.

On ringing EE and selecting option after option to get connected with the correct section, I waited on hold for more than 30 minutes before being connected with a guide in Belfast. After passing security validation, I patiently explained what I wanted to do after reprising the previous day's issues. I made it clear that I was responding to an invitation email from EE and wasn't seeking unilaterally to instigate a mid-term upgrade.

I also raised the query of the TNT package pricing and despite repeatedly advising that this product is billed by EE but consumed on a Sky Q box (as it always was throughout the BT era), the guide repeatedly told me that a £2.00/month increase was accurate....despite no official confirmation that a price increase was due on this product. After two further lengthy periods on hold while the guide checked with her supervisor, it was finally accepted that there would be NO price increase levied on this element. So, just like 2025, then.

I was then told that the upgrade offer I was interested in...and had clicked through to from the invitational email (two invitational emails, actually, as EE kindly sent me a prompt featuring a countdown clock shortly before I called in yesterday) wasn't applicable to me as I was still under contract....but I could upgrade at a higher price!

At this point, I was searching for a brick wall to bang my head against, but I politely explained...again...that EE had sent an invitation to me to upgrade by 31st March and the particular package I'd chosen would maintain my CURRENT price for a further twelve months inside a new two year contract, also avoiding the impending annual increase in doing so. The offer also made it clear what the price would be going into the second half of the contract term and there were four other offers I could have chosen.

Again, a further check upstairs revealed that, yes, I could in fact upgrade in line with the invitation and so we moved on.

I then raised the TNT matter again. As I moved across the corridor from BT to EE in February 2025, both the Full Fibre and TNT elements were contracted to terminate naturally at the same stop date in early February 2027. However, with a new Full Fibre contract in the offing, with a stop date of the end of March 2028, I was concerned about the variation in termination dates for both products; specifically if I was to re-contract TNT in February 2027 for a two-year term, this would leapfrog the termination date of the proposed new FF900 Core contract period, expiring March 2028. The worst case scenario is that if a renewal of the broadband element in March 2028 proves to be too expensive or onerous in any other way and I wish to move my supply elsewhere, I would be left with the TNT element (that I couldn't consume without EE's broadband) for a further ELEVEN months or be forced to pay an early termination fee. Or be forced to stay with EE with this two-tier situation continuing at each renewal cycle ad infinitum if unaddressed and effectively painting me into a corner.

So, I proposed that EE re-contracted my TNT product to expire at the same time as the upgraded broadband. I was prepared to commit there and then to taking the "TNT Sports on Sky" bolt-on through to March 2028, as opposed to potentially having to drop the product in February 2027. It was a win-win as I saw it. Contract harmonisation/easy life for me; guaranteed uptick in income for EE.

Except, no...that's not possible. Unbelievable. EE is effectively declining to take additional business from a customer who wants to give it to them. I was staggered.

Eventually, and probably like you reading this, I was losing the will to live so we wrapped up the business at hand and I took my FF900 Core upgrade at the agreed term and mentally noted to visit my TNT Sports options later...perhaps adding it to my Sky contract if this is not prejudicial to my terms with Sky at the time.

And then the contract emails arrived....crucially after the near TWO AND A HALF HOURS call (incl. hold time) had finished. First cab off the rank was the "Your Invitation" email from which I clicked through to look at the "Pre-Contract Information."

Oh, dear.

My house number, locality and postcode were correct, but bizarrely my street name wasn't. Remember, I'm an existing customer here. With a correct address on my monthly bills. Further, my postcode applies to just NINE houses in my locality, all on the same street, so how was it possible for EE to get this wrong? But then again, in February 2025 when I first contracted with EE the company managed to incorrectly spell my 5-character first name.

I called back. And waited on hold. And then waited some more. And then some more and after about half an hour of elevator music I was connected to a guide, this time in Merseyside. He went through my notes, expressed similar splutterings about the error and said that this would be fixed in due course. How, and what I am to expect/receive by way of confirmation I am not sure of.

We also discussed the TNT v broadband termination date discrepancy and he got it immediately, saying that he'd already spoken to EE's Operations colleagues about something similar and he agreed with me that this situation is not in the customer's best interests.

However, while it was still not possible to simply extend my agreement to expire in line with the new fibre contract (surely a couple of mouse clicks to adjust), he did say that he would call me 31st March with a proposal to terminate my current TNT contract early, waiving the termination fee and to immediately re-contract the same product for a new two-year term, thus bringing the expiry dates of both products back broadly into line.

How logical, sensible and customer service-centric is that? Common sense has broken out. Hooray!

All I'd now hope for is that the promised phone call comes on 31st March, along with a revised Pre-Contract Information document, correctly addressed, and I can finally put this upgrade to bed and forget about it until March 2028.

I do hope somebody from the EE Community Team can pick up on this matter in the meantime to ensure what I've been advised of will happen. I also, following onboarding issues last year, have an email address for the Executive Complaints team, although I'd rather hope I don't have to push things that far.

If you got this far, thanks for reading 🙂

Re: Broadband Upgrade Offer, Annual Price Rise & TNT Sports on Sky Pricing

tiggerthefox — Sat, 28 Mar 2026 14:24:58 GMT

Typo correction to point 2 in my reply 26-03-2026 01:19PM...

"The price I pay for TNT Sports billed by EE and delivered on Sky has been unchanged since my first monthly statement issued 11/02/25 right up to the current statement issued 24/03/26."

Apologies.

Re: Broadband Upgrade Offer, Annual Price Rise & TNT Sports on Sky Pricing

Linzi_H — Sat, 28 Mar 2026 14:42:04 GMT

Hi @tiggerthefox

As you still have concerns following your calls to our team, I do think the best thing at this stage is to Make a Complaint using our webform.

A dedicated member of our team will review everything that's happened so far and contact you back within 7 days. This way, you speak to one specific person about everything and work on getting a resolution in place for any outstanding queries or concerns.

Linzi

Re: Broadband Upgrade Offer, Annual Price Rise & TNT Sports on Sky Pricing

tiggerthefox — Sat, 28 Mar 2026 15:08:53 GMT

Hi @Linzi_H

Thanks for replying and for the positive suggestion.

The guide I spoke to yesterday afternoon (I have his first name) between 17:00-18:00 seemed particularly proactive in wanting to fix the issues I've discussed here. I'll give him until 31st March (this is the date I was given by the supplying guide yesterday for the upgraded FF speed to kick in) to respond again as he has promised. Depending on:

(a) whether that call is actually made to me

(b) if so, the outcome of that conversation

will determine any need or not for escalation. From my perspective, the matters raised from the moment I decided to take the invitational upgrade offer up were quite simple, but the energy expended in getting clarity, accuracy and common sense around this decision has been disproportionate to the original queries raised.

I appreciate your intervention.

TTF

Re: Broadband Upgrade Offer, Annual Price Rise & TNT Sports on Sky Pricing

tiggerthefox — Tue, 31 Mar 2026 12:08:22 GMT

@Linzi_H update today following the 'go live' of the FF900 Core upgrade early this morning:

As at 11:02 hrs the promised return call scheduled for today from the guide I last spoke to in Merseyside late last Friday afternoon hadn't been received, so I took the initiative and called in again. This isn't to say that the guide isn't planning to call me today, but I need to get on with other things and didn't want to miss a call. After a short wait, my call was initially taken by a guide in Billing in Accrington who advised that NO notes from my extensive calls to EE on Friday were visible to her.

After briefly explaining the open issues, I was transferred to a member of the 'Value' team to, hopefully, satisfactorily conclude the matter. Fortunately, the guide who took my call was also based in Merseyside and knows the departmental manager to whom his colleague from Friday reports to.

After explaining....again... the issues to this agent (a super-helpful chap, I must add), he confirmed that the main issue of the expiry date of the original 'TNT Sports On Sky' bolt-on had been automatically updated in the system to expire at the same time as the upgraded FF900 Core element. To corroborate this further, he sent confirmation screen shots by email confirming start/end dates and pricing.

While delighted that this information was clear and accurate, I am left wondering why this couldn't have been confirmed during any of the conversations I had with guides last Friday! This whole matter could have been done and dusted in just a few minutes.

Insofar as the residential address illustrated on the Lightico Pre-Contract Information web page being incorrect, the latest guide was also at a loss to explain that away, particularly as my postal code is unique to just a clutch of properties in my immediate locality. As I hadn't been advised by the original guide in Belfast who processed my order last Friday to check this information while on the phone there wasn't an opportunity to revise this then. I understand from this morning's conversation that before an order can be regarded as confirmed, the customer is supposed to approve various documents contained in the Lightico screen.

Having said that, four minutes after receiving this email on Friday, I received an order confirmation email and then in the early hours of this morning, an email confirming the update was live on the network.

My new friend in Merseyside suggested I ignore the Lightico email, which from my perspective still remains untouched and unapproved. He also sent screen shots of the service, contact and billing addresses held on EE's system, which, other than now removing my direct village locality from the data does at least illustrate the house number, the street name, the postal town and the post code correctly. My 'full' address (incl. village locality) has previously been included in my monthly bills, so I'll see if this has been amended when I retrieve the next one towards the back end of April.

I did ask him to ensure that the guide I last spoke to late on Friday afternoon does call me as promised to wrap this whole episode up, but for now, at least, it seems that everything is now stable, product and expiry-wise.

Re: Broadband Upgrade Offer, Annual Price Rise & TNT Sports on Sky Pricing

Linzi_H — Tue, 31 Mar 2026 14:25:53 GMT

Hi @tiggerthefox

I'm really glad to read that a lot of progress has been made since we last spoke; that is good news.

It sounds like you've been speaking to the right people to get this all sorted out.

Linzi