topic Re: Ordering 1.6GBPS in Broadband & Landline

Ordering 1.6GBPS

Rbrace161 — Fri, 11 Apr 2025 10:38:41 GMT

Hi All,

i am trying to order 1.6 Gbps line The order goes through ok at the beginningA ,

bit of the back story first, I have 2 ONTs at my property, one was EE 900, but has just been canceled, to try to reorder the 1.6 on this line

The other ONT is with Plusnet,

so EE is saying when they place the order, it doesn't give them the option to select which ONT to use, and every time they or myself order the service it all ways trys to take over the Plusnet ONT not the one that was with EE and now waiting for a service, has anyone had the problem or some one from EE can looking into this?

Re: Ordering 1.6GBPS

XRaySpeX — Fri, 11 Apr 2025 12:06:11 GMT

Perhaps you shouldn't have cancelled EE FF 900. Then you could've upgraded it to FF 1.6 Gig.

Re: Ordering 1.6GBPS

Rbrace161 — Fri, 11 Apr 2025 13:23:11 GMT

EE was the one who cancelled it as the system couldn't upgrade me, even though it is available, so they said this was the only way, but as above, every time an order is placed it tries to take over the Plusnet ONT and not the other one

Re: Ordering 1.6GBPS

Rach_H — Fri, 11 Apr 2025 17:02:03 GMT

Hi @Rbrace161,

Welcome to the Community!

I'm sorry to hear the team are having trouble locating the correct ONT to takeover. We don't have access to customer accounts here on the Community, so I'd recommend reaching back out to the team, and they should be able to get this raised to the right people to get this rectified.

Rach

Re: Ordering 1.6GBPS

Rbrace161 — Fri, 11 Apr 2025 20:02:52 GMT

Hi Rach,

every time i talk to someone they say they can't select the ONT or don't know how to. so last time i tried to order a complete new line and it's still trying to take over my Plusnet line so was hoping someone would be able to help guide me.

Re: Ordering 1.6GBPS

Mustrum — Fri, 11 Apr 2025 20:26:36 GMT

@Rbrace161 the ONT's will have a serial number on a sticker, depending on the make some are on the front, others on the rear.

If you can get hold of the one on the EE circuit it should help CS get an order placed on that one. Might take a bit of patience finding the serial number, and some more finding a CS rep who can do the order.

As a last resort you could try adding a new fibre circuit, who knows someone may also work out there is a spare circuit to use before they lay another fibre.

Re: Ordering 1.6GBPS

Rbrace161 — Fri, 11 Apr 2025 20:46:56 GMT

Hi mustrum

yes I have done this also. Think I just need to find someone that knows how to do it. Every EE guide I talk to doesn't seem to know how, will try and escalate it Tomorrow

Re: Ordering 1.6GBPS

Mustrum — Fri, 11 Apr 2025 21:32:36 GMT

@Rbrace161 I guess it will come down to your patience with CS before you consider another ISP who can offer 1.6Gb, or if an Altnet is available in your area.

Were it me if contingency was important a non BT Group ISP would be a consideration if an Altnet was not available,

Re: Ordering 1.6GBPS

Rbrace161 — Fri, 18 Apr 2025 17:29:28 GMT

Update on ordering the 1.6 gbps line so after re-attempting to order the order then tried to take over my Plusnet broadband line not they vacant EE line I have spoken to EE again on this and apparently they are unable to put an order on a serial number for the ONT that is vacant currently.

And as they advised to cancel the previous 900 on this line and then replace the order for the 1.6 which was done apparently this line now has been disconnected and they won't be able to re-order on this line so I don't have any service and won't have any service.

I have raised a complaint and will have to wait a further three days for this. I have just been given loads of information and most of it is incorrect. I am getting to the point now where I am thinking about leaving EE for a different supplier I have been an EE customer for over 20 years well (Orange). I have four mobile contracts and also the broadband contract which I would spend normally over £250 a month. I am just very disappointed in how this has been handled and all the incorrect information that I've been told and the way I have been guided I have been now two weeks without any broadband service. If there is anyone on here from EE if you could reach out to me that would be great. I know I already have a complainant but this situation has been going on for a very long time now.

Re: Ordering 1.6GBPS

XRaySpeX — Fri, 18 Apr 2025 19:06:43 GMT

No one will contact you from this user discussion group other than thro' the medium of these forums by posts such as this. Anyway we haven't the faintest idea who you are. You still need to keep on at CS.

Re: Ordering 1.6GBPS

Mustrum — Fri, 18 Apr 2025 20:35:36 GMT

@Rbrace161 there have been problems with existing customers upgrading services for some time, I am not sure if this was the initial problem, but as per my previous post, don't know why they can't place an order on the original EE line. Ever since new EE, which is really BT, things seem to have got overly complicated.

You already have had a response from an EE staff member, and there seems to be no way for them or anyone to escalate issues on here to anyone who can help.

Perhaps thinking another way may help, Google will know who is in charge of the BT Group Consumer division, and her email address, or even BT Group CEO.

I have also noticed a huge increase in the number of people on Linkin who contact BTGROUP on the platform asking for help.

Just a few thoughts.