topic Re: Positive experience of upgrade from 900Mbps to 1.6Gbps with Digital Voice in Broadband & Landline

Positive experience of upgrade from 900Mbps to 1.6Gbps with Digital Voice

JonStatt1 — Tue, 08 Jul 2025 08:25:21 GMT

EE recently agreed to upgrade me from 900Mbps to 1.6Gbps. They now offer digital voice with 1.6Gbps.

I was offered the takeover method which is generally only offered to customers with a high monthly spend with mobiles etc, or those who haven't upgraded for a long time. To my knowledge a normal upgrade path is still not available to the 1.6Gbps speed.

This involves pretending you are a new customer taking over your old account. So if you do this, don't worry when you get emails saying your broadband is being taken over by someone else.

A date must be arranged for an Openreach engineer. They will replace the ONT box that the fibre connects to , with a new one that has a faster LAN port. The original ONT only has a 1GB LAN port.

You will also have to send back ALL of your equipment that is EE or BT branded and you will receive all new equipment as you are a new customer effectively. Accordingly I received a Smart Hub Pro with WiFi 7 and all 2.5Gbps LAN ports 2 days before the engineer visit.

There were no interruptions to service. The open reach engineer came , swapped the ONT, called someone to activate it, and within 2 minutes it was all up and running at the new speed.

My first WiFi test went straight to 1.4Gbps although I have seen 1.7Gbps over WiFi since!

The Digital Voice worked immediately. However it was a new number. This is expected. The old number can only be transferred after the old account is shutdown for a few days. The old account may not shutdown automatically, and may need manual intervention.

After my old account was shutdown, my old number was reinstated successfully.

Note1: EE TV is still not compatible with 1.6Gbps service.

Note2: My upload speed never improved from the 113Mbps I used to get. I believe it should increment by 5Mbps. It seems to be stuck but not worth worrying about.

Note3: Your will need help afterwards deleting your old online/app account especially if you have mobile phones as it won't offer the combo discounted rates unless they all show together under one EE ID. This took an extra call to EE to sort out.

Special Note: This experience was a bit bumpy in places but successful in the end! I absolutely must say that the EE folks I spoke to were all awesome. I have managed support teams for many years in my career and I have been truly blown away by the positive, can-do, and helpful attitude of the EE customer service teams. A particular shout out must go to the team in Dublin who were truly outstanding, keeping me updated every step of the way.

Re: Positive experience of upgrade from 900Mbps to 1.6Gbps with Digital Voice

tnj — Tue, 08 Jul 2025 07:49:01 GMT

Which package are you on and does this include digital voice or is it an add on?

Re: Positive experience of upgrade from 900Mbps to 1.6Gbps with Digital Voice

JonStatt1 — Tue, 08 Jul 2025 08:18:57 GMT

@tnj I am on the busiest home bundle. The digital voice is separately listed on the bill with 2 entries. A monthly digital voice charge of zero and a £5 pay as you go fee.

Re: Positive experience of upgrade from 900Mbps to 1.6Gbps with Digital Voice

Ritu_D — Tue, 08 Jul 2025 08:46:44 GMT

Good morning @JonStatt1

Welcome to the community.

Thank you so much for taking the time to share your experience with us.

I would love to make sure the staff in Dublin get the recognition that they deserve.

Did you catch their names or did you receive a text to complete a survey after your call?

Thanks

Ritu

Re: Positive experience of upgrade from 900Mbps to 1.6Gbps with Digital Voice

JimM11 — Tue, 08 Jul 2025 09:15:18 GMT

@JonStatt1 Smart wireless extender also? Or just the Pro router!

Re: Positive experience of upgrade from 900Mbps to 1.6Gbps with Digital Voice

JonStatt1 — Tue, 08 Jul 2025 09:22:09 GMT

@JimM11 Yes, I did receive the pro extender too. I was sent one but offered more by text a few days later

Re: Positive experience of upgrade from 900Mbps to 1.6Gbps with Digital Voice

paulmccarrison2 — Wed, 06 Aug 2025 11:54:41 GMT

It's very disappointing that EE TV is still not compatible with 1.6Gbps service after over a year of availability. Poor from EE.

Re: Positive experience of upgrade from 900Mbps to 1.6Gbps with Digital Voice

JimM11 — Wed, 06 Aug 2025 12:42:06 GMT

@paulmccarrison2 Baby steps, got to get it all right out off the box! Time is NOT a factor in the equation!

Re: Positive experience of upgrade from 900Mbps to 1.6Gbps with Digital Voice

Verk — Fri, 12 Sep 2025 18:15:29 GMT

To be honest unless you really need the EE TV Box Pro to record programs to it can be cheaper to just subscribe to Netflix and Now seperately

I am moving to the Made for Gamers Bundle next week using the same method and as such wont be able to continue my BT TV subscription which is out of the 2 year contract anyway and I am finding it cheaper to subscribe to Netflix via my Included extra on my mobile plan and then get a now subscription through Now directly

Re: Positive experience of upgrade from 900Mbps to 1.6Gbps with Digital Voice

miketja — Sat, 27 Sep 2025 07:49:29 GMT

Has there been any communication as to if/when existing broadband customers will be able to just easily upgrade their existing plan to the 1.6gbps plan? I don’t understand why it seems so separate, and why it’s strictly limited to new customers.

I’m on the 900mbps package, I’d happily upgrade to 1.6gbps, but not with the faff of changing account details, etc. I’ve spent a lot of time on the phone to EE just getting my six family mobile lines set up (going from 5 to 6 was also quite a challenge, for some reason) and I don’t want risk anything messing with that…

Re: Positive experience of upgrade from 900Mbps to 1.6Gbps with Digital Voice

Verk — Sat, 27 Sep 2025 11:37:41 GMT

No communication as of yet

It's seperate because currently its on 2 different ordering systems.

Anything up to and including 900mbs is ordered through Openreach Wholesale, Anything above that is ordered from Openreach directly

According to ISPreview EE is doing some trials to migrate everything to one system but no word as to when it will go live