topic Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer? in Broadband & Landline

Being told i can't have 1.6gbs full fibre as im not a "new" customer?

gsinc12345 — Thu, 20 Nov 2025 15:07:27 GMT

Hi there , i currently have 2 x Mobile phones with EE and 900mbs full fibre with BT.

All 3 items are out of contract within a month. I was going to switch to the EE 1.6gbs full fibre which i would love and renew my phone contracts.
However when talking to a sales rep (ready to sign up for EE to have all 3 things with me) he said i can not have 1.6gb Full fibre as i am not a new customer so i can only have 900.

Is this accurate? I am actually gobsmacked , i have had phones with EE for years and given them a lot of money over this time.
Surely loyalty should be rewarded and not punished. Anyway , has anyone else had this issue ? I am now genuinley thinking of just getting my PAC codes and going elsewhere ( which i really don't want to do as i was happy with the service until this ).

Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer?

JimM11 — Thu, 20 Nov 2025 16:23:27 GMT

@gsinc12345 It seems to be the BT/EE changeover way, and like for like service and as a BT customer you are part off the BT Group so not seen as new, some have managed to get that upgrade to the 1.6Gb/s service so it may have just been the computer said NO and everything got stopped at that point. As you say you are coming to the contract end would try to see if Online upgrade can do it, if not then helpful BT Guide to swing you over to the EE side and the new package 1.6Gb/s speed if it can be done! There was also at one point TV and DV the digital voice clamped the NO you cannot get, so not sure if either/both those are still in effect... Good luck with it all.👍

Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer?

Matt_124 — Thu, 20 Nov 2025 16:29:40 GMT

There is a technical reason for this behind the scenes, which the Guide either chose not to go into or didn't know. It is not a choice by EE to exclude existing customers just because they don't want them to have nice things.

EE Broadband packages up to and including 900 Mbps use a different platform than the 1.6Gb packages. The sub-1Gb platform is similar to the platform used for BT packages.

At present it is not possible to upgrade to 1.6Gb from a sub-1Gb package. Just as it is not possible to have 1.6Gb on BT.

The only way to be provided a 1.6Gb package is as a new service provision with EE.

It is something to do with BT Wholesale not being used, as reported in ISP Review, for the 1.6Gb products (although still using some of the BTW network, details are light on this) . There is a supposedly a move being made by EE to make their sub-1Gb products operate in a similar way, but this may take some time and no one is sure what form this will take.

Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer?

gazzat73 — Fri, 21 Nov 2025 09:59:56 GMT

@gsinc12345 I posted about a similar issue yesterday, support just didn't seem to get my query as they seemed to just keep repeating that I wasn't eligible for the discounted offer!

When i got my upgrade email, it WAS available on my upgrade choices however it vanished as soon as the Black Friday offers went live online for new customers.

Either the system isn't set up correctly so it won't pull up a way to upgrade for existing customers or they have purposefully removed it fully except for new customers (perhaps they are worried about availability of the newer hubs if there is a large uptake on the Black Friday offer?).

All the advice I got was just, it isn't available, never has been, you can't have an offer as you aren't a new customer (I dont want the offer, I just want the change to that plan) or im too early (I've had my upgrade email and it was there, in my account to change to. Was even told I mustn't have been logged in at one point despite it showing my current plan and options).

Im not sure my issue was understood at all! I just wanted to know if it will come back, and if it is the sale affecting it so I can try again to upgrade, hopefully away from other sales.

Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer?

JimM11 — Fri, 21 Nov 2025 13:23:05 GMT

@gazzat73 If it was there then you logged into your account can get whatever is thrown at it!

Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer?

LisaN_88 — Mon, 18 May 2026 20:13:24 GMT

My Fibre contract with EE will be renewing very soon and was looking at the 1.6GB package as I have FTTP (new build) and will be leaving my contract to end before calling.

I remember the agent saying something like this when I was enquiring about EE TV and they couldn't do upgrade our package because I was on the old platform which, as above, must be true.

They did however explain that I must let my contract run it's course, then they can transfer me onto the new platform, is this something the agents are informing customers or is my issue different?

Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer?

XRaySpeX — Mon, 18 May 2026 20:19:49 GMT

@LisaN_88 : The 1.6 Gig FF plan is only available to new custs which you are not. You should however be able to upgrade to a FF plan of up to 1 Gig. Please read @Matt_124 's Solution.

You previously posted that you were on an EE legacy Fibre plan. Are you still? Which is it? What is the name of the EE BB plan you are on including its speed?

Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer?

LisaN_88 — Mon, 18 May 2026 20:37:17 GMT

Hi Ray,

I think we are still on the legacy plan to be honest, presume we are..

We are currently seeing the 'time for renew' banner on the account but when upgrading (testing the water) it only gives us what were on just now, which is the 900mbps, and various higher tier costs with additons which we don't want.

Our plan: Full Fibre Gigabit Essentials (900Mbps plan) at £50.99 a month

What we are getting offered to upgrade:

900Mbps Core, 900Mbps Standard, 900Mbps Premium and 900Mbps Ultimate

So if Iet our plan end then call EE up to start a new contract, I can then take the 1.6gb plan?

Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer?

David — Mon, 18 May 2026 20:38:07 GMT

@LisaN_88 I was on BT 900 FF when I asked about 1.6Gbps they transferred me through to the sales team and they signed me up as a new EE customer and two weeks later my BT account was ceased & I got 1.6Gbps 🙂

Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer?

LisaN_88 — Mon, 18 May 2026 20:41:44 GMT

Thanks David, I will call the EE team up tomorrow and ask about this

Presume your tied into a new 2 year contract and paying about £44 (per month) for the first year?

Sorry forgot to ask, did you see much difference between the 900 and 1.6?

Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer?

David — Mon, 18 May 2026 20:42:24 GMT

@LisaN_88 yeah I had to start a new 24 month contract I was given a new number phone number as they done a line takeover but then 24 hours later they changed it back to the number I had on BT digital voice.

Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer?

David — Mon, 18 May 2026 20:53:48 GMT

@LisaN_88 yeah I see pretty much the full speed

Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer?

XRaySpeX — Mon, 18 May 2026 21:08:26 GMT

BTW: That's not an EE legacy plan but an old name, Essentials is now Core, for a New EE FF plan.

EE keep fooling you by changing names in mid-stream 😞 . Same with WiFi Extenders (was Smart WiFi) & Connectivity Backup (was Hybrid Connect).

Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer?

LisaN_88 — Tue, 19 May 2026 18:10:01 GMT

Yeh I thought we were on a legacy package but apparently not..

Spoke to EE earlier and set up a few steps to ensure we are able to order the 1.6gb. I was also advised having the 900 at the moment if I was to upgrade to the higher 1.6 we could not go back to a lower tier than 900 as 1gb would be the lowest.

Anyway…

We have decided to upgrade but it comes with losing our Fibre internet for around week and half.

1. Today, paid for an EE 4g Router for delivery next day.

2. Cancel EE and wait on the return of their router / checked

3. Create a new contract for the 1.6gb

4. Book an EE Engineer to visit the house and upgrade our FTTP internal box (ONT)

Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer?

LisaN_88 — Tue, 19 May 2026 18:44:46 GMT

Urghh I have just realised, the router they are sending will act more like a Hotspot?

Which means I won't be able to connect many of our devices during the wait for upgrade.

Can anyone recommend a 4G Router which I can use my unlimited data plan SIM card in, which will act much like a router and then I will return it back within 14 days.

Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer?

XRaySpeX — Tue, 19 May 2026 18:48:54 GMT

Why isn't the 4G router they are sending you able to act like a router & connect many of your devices?

Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer?

LisaN_88 — Tue, 19 May 2026 18:56:08 GMT

Does it act like a normal home router?

Would I be able to connect my Ring Alarm, Doorbell, Floodlight, and also my Hue Lights amongst other things?

And it would keep them linked to the router?

I thought I read somewhere the Ring devices don't like Hotspots...which this acts as does it not?

Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer?

XRaySpeX — Tue, 19 May 2026 19:30:31 GMT

It is a router! Just not as powerful as a Home BB router. You should be able to connect typical devices to it. You may have to use only the 2.4 GHx WiFi band.

A hotspot is just another limited type of WiFi router.

Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer?

LisaN_88 — Tue, 19 May 2026 20:09:54 GMT

Thanks RaySpex

Will see what arrvies tomorrow

Also, having just spoke wit the EE team again tonight... apparently they just told me a different way which the guy earlier could have advsied and we wouldn't be without Fibre (maybe 5-10min at most without)

I need to call the Remedy team tomorrow morning and get the facts straight.

Re: Being told i can't have 1.6gbs full fibre as im not a "new" customer?

JimM11 — Tue, 19 May 2026 20:17:09 GMT

@LisaN_88 That option sure seems the best way, thought that EE had streamlined all the 1.6Gb/s and the FF900 into the one system few months ago to stop all off this from going on. maybe that advisor had the better picture off what was needed to be done, keep you up on the FF900, swapout the ONT's so you have the one with 2.5Gb/s port on it, then upgrade the package with a software switch to your account. Would sure save you trying to keep a 4G mobile at the inside off a home working and not fighting the mobile ups/downs when it gets busy....