topic Re: Trying to upgrade to 1.6Gbps EE from out-of-contract 900Mbps BT - not possible in Broadband & Landline

Trying to upgrade to 1.6Gbps EE from out-of-contract 900Mbps BT - not possible

mike63uk — Mon, 19 Jan 2026 11:38:46 GMT

I have just spent ages on a call trying to upgrade my broadband from BT 900Mbps to EE Premium 1.6Gbps with the Smart Hub 7 Pro Router to be told that this is not possible for existing customers. I was told I need to cancel my current BT contract and take out a new EE contract, I don't want to do this as I would lose my BT email and also cannot be without service as I work from home. The only offer I could get was an offer of EE 900Mbps Ulimate including the Pro router for £1 less than the price of 1.6Gbps Premium, I don't need or require the Home Visist included in the Premium package. Does anybody know if this limitation is going to be removed soon? I can get faster and cheaper broadbad from our local altnet, but as I have been a BT customer for 40 years I would like to stay with them if they can sort out their ordering systems.

Re: Trying to upgrade to 1.6Gbps EE from out-of-contract 900Mbps BT - not possible

XRaySpeX — Mon, 19 Jan 2026 11:46:53 GMT

Nobody here knows. You'll only know when BT/EE allows it. It's a diff ordering system.

Re: Trying to upgrade to 1.6Gbps EE from out-of-contract 900Mbps BT - not possible

mike63uk — Mon, 19 Jan 2026 12:31:32 GMT

But I cannot see why they can switch me to 900Mbps EE but not 1.6Gbps EE, I know they BT and EE would be different ordering systems but you would expect all the EE products to be on one system.

Re: Trying to upgrade to 1.6Gbps EE from out-of-contract 900Mbps BT - not possible

XRaySpeX — Mon, 19 Jan 2026 12:35:16 GMT

No, they are not! It's a diff provisioning system for the EE 1.6 Gig plans from all the other EE 900 Meg & below plans.

Re: Trying to upgrade to 1.6Gbps EE from out-of-contract 900Mbps BT - not possible

Matt_124 — Mon, 19 Jan 2026 12:37:14 GMT

BT and EE ordering systems are similar and link together to allow migrations.

It is the 1.6Gb packages which have a different system to the other BT&EE products, meaning migrations from BT and regrades on EE cannot currently be made to these packages. This affects BT and EE existing customers looking to move to the EE 1.6Gb packages.

Re: Trying to upgrade to 1.6Gbps EE from out-of-contract 900Mbps BT - not possible

Rae-7 — Mon, 19 Jan 2026 13:04:54 GMT

I have this EXACT same issue too, and the sales team could not explain it to me. I am an existing EE Fibre 500 essentials customer and out of contract, I saw the deal for 1.6 Gbps with WiFi 7 Pro hub and WiFi extender for a really great price, but they refused and said the same thing- as an existing customer this deal is not available to me, only for new customers. And said the same thing that you wrote above - the only way to get the 1.6 Gbps deal was to cancel existing broadband and sign on as new customer, and warned me doing this meant I could be without internet for up to 2 weeks (i WFH as well so this option is really no good).

No really explanation as why. I do feel exceptionally miffed EE is offering better deals and cheaper for the same plan to NEW customers. I did think there was legislation in place now in UK to prevent this.

I raised a formal complaint, but it was closed with no other communication about it or why it was closed.

Re: Trying to upgrade to 1.6Gbps EE from out-of-contract 900Mbps BT - not possible

mike63uk — Mon, 19 Jan 2026 13:28:26 GMT

I have raised a complaint on BT.COM, lets see if I get a sensible answer.

Re: Trying to upgrade to 1.6Gbps EE from out-of-contract 900Mbps BT - not possible

Rae-7 — Mon, 19 Jan 2026 13:42:25 GMT

Awesome, im going to raise a complaint as well. Hopefully one of us will get an answer on this.

(All service from EE has been great to date and the Internet speeds meet the guaranteed speeds for us, just a let down and surprise when it came to renewing to find out the super great deal wasn't available to me as an existing customer).

Re: Trying to upgrade to 1.6Gbps EE from out-of-contract 900Mbps BT - not possible

mike63uk — Mon, 19 Jan 2026 13:51:56 GMT

Checking on the BT and EE communities, issues around upgrading to 1.6Gbps for customers transferring from BT to EE or upgrades totally within EE have been around since 2024.

Re: Trying to upgrade to 1.6Gbps EE from out-of-contract 900Mbps BT - not possible

Ewan15 — Mon, 19 Jan 2026 14:07:16 GMT

It is a ridiculous state of affairs, however sooner or later you need to reset your account by moving to another provider for a month? and then coming back as a new customer.

If you don't reset your account your bill just goes up and up, there should be a ceiling which once reached, your bill stays the same.

I feel sorry for the more vulnerable members of our society, who end up with extortionate broadband / phone bills. I know a now ex BT customer who was paying close on £100 pcm for a simple phone service that had simply gone up year on year.

Ofcom should really address this.

Re: Trying to upgrade to 1.6Gbps EE from out-of-contract 900Mbps BT - not possible

mike63uk — Mon, 19 Jan 2026 14:21:39 GMT

My complaint was closed with no explanation, I have re-opened it.

Re: Trying to upgrade to 1.6Gbps EE from out-of-contract 900Mbps BT - not possible

mike63uk — Mon, 19 Jan 2026 14:35:51 GMT

it looks like somebody confinced EE to upgrade them last year - https://community.ee.co.uk/t5/Broadband-Landline/Positive-experience-of-upgrade-from-900Mbps-to-1-6Gbps-with/td-p/1546688

Re: Trying to upgrade to 1.6Gbps EE from out-of-contract 900Mbps BT - not possible

poopystar — Mon, 19 Jan 2026 15:09:45 GMT

I've done something similar. I was originally just looking to renew my 900mbs at a reasonable price but that didn't seem to be an option for EE and the 1.6Gbps deal was much better on their website. So I just let my wife take over the line. You can specify what date you want to close the 900mbps account once you have the engineer appointment for the new 1.6Gbps account on the next day to be safe.

I've also had to request a PAC code and will need to transfer my sim to that line too to retain my discount for that. A lot of hoops but £20 a month difference adds up over two years, not to mention for a better product.

Re: Trying to upgrade to 1.6Gbps EE from out-of-contract 900Mbps BT - not possible

Rae-7 — Mon, 19 Jan 2026 15:15:53 GMT

You shouldn't really need to do that, to take out a new product with the same provider you already use .

Yeah it seems EE are being naughty, as the prices for new customers are better than those shown for existing customers, which again I understand to be illegal now (I have screenshots of prices).

I will be reporting it to the ombudsman.

In the meantime, sticking with my 900mbs fibre as cant risk losing internet and dont want to transfer all my SIMS to a new account because EE have some weird system going on at their end that prohibited existing customers taking out 1.6Gbps lines.

Re: Trying to upgrade to 1.6Gbps EE from out-of-contract 900Mbps BT - not possible

Rae-7 — Mon, 19 Jan 2026 15:18:20 GMT

You make a very good point, my Broadband price goes up each April - i think in contract price rises should be banned. As it makes the benefits of being in a contract kind of defunct.

Yeah they said I could have the pro router for + £15 , but this makes it a whole £10 more than new customer price and then it will go up by just under a fiver in March!!

Re: Trying to upgrade to 1.6Gbps EE from out-of-contract 900Mbps BT - not possible

poopystar — Mon, 19 Jan 2026 15:23:11 GMT

Understandable. It's a right effort but I'm stubborn and would rather that money went to more important things.

I also feel sorry for what feels like the entire retentions team I dealt with as they couldn't even get close to this price/deal, even just renewing my 900mbps package. I'm sure this counts towards any stats they have to maintain as part of that team, and not being able to compete with themselves must be especially frustrating.

But hey-ho, if it's a new customer you need to be, then a "new customer" I will always be.

Re: Trying to upgrade to 1.6Gbps EE from out-of-contract 900Mbps BT - not possible

l1feways — Mon, 19 Jan 2026 16:08:39 GMT

Hello to all the visitors from BT community

Re: Trying to upgrade to 1.6Gbps EE from out-of-contract 900Mbps BT - not possible

mike63uk — Tue, 03 Feb 2026 11:37:44 GMT

But this product has been available since 2024, so BT/EE do not really have a valid excuse why they have not developed a solution to this problem.