topic Re: Home Broadband Upgrade Issues in Broadband & Landline

Home Broadband Upgrade Issues

Gingerbread007 — Fri, 20 Sep 2024 12:17:14 GMT

Hi All,

I'm not sure if anyone else has encountered this, but I'm facing an issue with upgrading my EE broadband.

Last year, I switched from BT to EE to take advantage of their mesh system. I've received emails about upgrading to a faster speed at a lower cost, but when I went to the store, they told me I'm on a legacy system and can't make any changes until my contract renews.

I'm willing to wait for the renewal as I plan to switch my entire Wi-Fi network to a Unifi stack anyway.

Has anyone else experienced this issue with EE broadband upgrades on a legacy system? Any insights or advice would be appreciated.

Thanks,

Matthew

Re: Home Broadband Upgrade Issues

JimM11 — Fri, 20 Sep 2024 12:29:57 GMT

@Gingerbread007 Legacy to new EE was being trialled as to the swap/upgrade and may not be fully implemented yet. When did you last check? and you may have to call CS to do it as web may not offer. You say upgrade from what to what, do you know what is involved, ie wish to go to fibre from copper, there is still a landline so therefore DV is involved etc. IF EE are saying NO it may be a technical issue, only you can post and let the forum know!

Re: Home Broadband Upgrade Issues

Gingerbread007 — Fri, 20 Sep 2024 13:12:14 GMT

Hi Jim,

Thank you for your reply.

I visited the store about a month ago to inquire about this and was told
that I couldn't make any changes due to being on a legacy system.

I've also contacted customer service multiple times because I'm unable to
see my broadband account on the portal, but they haven't been able to
resolve this either.

All the fiber lines are already installed in my new build house, so
technically, the upgrade should be feasible.

Thanks, Matthew