topic Re: Upgrading to 1.6gb from 900mbps in Broadband & Landline

Upgrading to 1.6gb from 900mbps

Colesey — Sun, 11 Jan 2026 15:32:36 GMT

Having read it is now possible to get 1.6gbs package with EE TV, I was wondering if anyone has been able to upgrade from a lower broadband tier to 1.6gb while keeping their existing EE TV plan?

Re: Upgrading to 1.6gb from 900mbps

Reign_in_Beard — Mon, 12 Jan 2026 10:00:00 GMT

I just tried this, as I saw on Reddit someone claiming to be a EE call centre staff member, said they did one last week. I wanted an upgrade, original agent said | couldn't do it. Passed to someone else who said they could if they set me up as a new customer using a different email address. Tried to, broadband was fine, as soon as they tried adding the TV package the Orbit order system gave an error message and they couldn't proceed. The agent from Reddit said they did it via orbit last week. The agent I spoke to said they would pass it on to see if the error message could be overridden, as they were told over Christmas it was now possible. Not holding my breath.

Re: Upgrading to 1.6gb from 900mbps

Colesey — Mon, 12 Jan 2026 14:50:10 GMT

Blimey does sound like one hell of a mess.

Do keep me informed with how you get on! Hopefully a positive outcome so others can do the same!

Re: Upgrading to 1.6gb from 900mbps

mike63uk — Sun, 08 Feb 2026 23:39:29 GMT

Any updates?

Re: Upgrading to 1.6gb from 900mbps

Reign_in_Beard — Sun, 08 Feb 2026 23:50:04 GMT

Yes. I have it. When I phoned someone I spoke to said it wasn’t possible. They put me through to someone else who said it wasn’t possible. Although they said they would get someone to phone me if it could be sorted out. Got a phone call a few days after that. They set me up as a new customer using a different email address and it all went through. Old service seemed to be running at the same time. So phoned back up and they cancelled the old one. Same TV package, had to phone back and get the HD package put back on. Other than that all good.

Ordered on 13 Jan, openreach put new ONT in and it went live on 2 Feb.

Re: Upgrading to 1.6gb from 900mbps

DarrenDev — Wed, 11 Feb 2026 08:20:42 GMT

The ordering systems are still being upgraded.

The flow to add TV to 1.6Gbps broadband is now enabled. i.e. it's possible to add a TV subscription to the new ordering system (which 1.6Gbps accounts are on).

It's currently NOT possible to order 1.6Gbps broadband when you have 900Mbps + TV. This is because there's currently no process to migrate an account from the old system to the new one. The only way to do it would be to close the current account, and start a new one - this has to be done manually, involving a lot of effort and manual manipulation of accounts/bills. Requests for this should be rejected.

Re: Upgrading to 1.6gb from 900mbps

Ewan15 — Wed, 11 Feb 2026 09:04:48 GMT

@DarrenDev

"It's currently NOT possible to order 1.6Gbps broadband when you have 900Mbps + TV. This is because there's currently no process to migrate an account from the old system to the new one. The only way to do it would be to close the current account, and start a new one - this has to be done manually, involving a lot of effort and manual manipulation of accounts/bills. Requests for this should be rejected."

This is EEs problem not the customers! Do you really think that is an acceptable response?

Re: Upgrading to 1.6gb from 900mbps

DarrenDev — Wed, 11 Feb 2026 09:06:46 GMT

It's not a "problem" - simply a service that EE do not currently offer. Don't be offended if you try to order it, and you're told it's not available.

Re: Upgrading to 1.6gb from 900mbps

Profile closed — Wed, 11 Feb 2026 10:56:58 GMT

@Ewan15

With the greatest will in the world, a desire from existing Fibre 900+TV customers to upgrade the 900 to 1.6 will not be unusual. That EE seems unable to accommodate it without a load of manual work (likely to be refused) says more about EE than its customers.

Why *is* so much of EE disjointed? A modern day tech company unable to run joined up systems? Between BB and mobile, I used to think EE operated as 2 companies. I’m beginning to wonder whether 2 understates it🤷🏼

Re: Upgrading to 1.6gb from 900mbps

JimM11 — Wed, 11 Feb 2026 11:02:45 GMT

@Profile closed LH and RH, but just not on the same body!

Re: Upgrading to 1.6gb from 900mbps

Profile closed — Wed, 11 Feb 2026 11:04:16 GMT

@JimM11

🎯😂

Re: Upgrading to 1.6gb from 900mbps

garybs29 — Wed, 11 Feb 2026 11:14:20 GMT

@Profile closed wrote:
@Ewan15
With the greatest will in the world, a desire from existing Fibre 900+TV customers to upgrade the 900 to 1.6 will not be unusual. That EE seems unable to accommodate it without a load of manual work (likely to be refused) says more about EE than its customers.
Why *is* so much of EE disjointed? A modern day tech company unable to run joined up systems? Between BB and mobile, I used to think EE operated as 2 companies. I’m beginning to wonder whether 2 understates it🤷🏼

Please let us know what experience you have of bringing multiple different systems together, I'm sure any help you can provide may be gratefully received.

Re: Upgrading to 1.6gb from 900mbps

DarrenDev — Wed, 11 Feb 2026 11:27:48 GMT

See my use of "currently" in the messages.

It wasn't possible to order TV on 1.6Gbps broadband, but now it is - because the ordering system was upgraded.

Work is still underway on all the other product combinations.

It affects the bills of millions of customers, spanning back decades of product combinations, so it's not going to be rushed out unsafely, for the small number of customers who want it.

Re: Upgrading to 1.6gb from 900mbps

Profile closed — Wed, 11 Feb 2026 11:38:05 GMT

@garybs29

4 multi national company mergers. On the 5th, I took VR.

You?

Re: Upgrading to 1.6gb from 900mbps

JimM11 — Wed, 11 Feb 2026 12:11:08 GMT

@DarrenDev Precisely, the small number off customers who want it, looks like the can off worms opened up and everyone is wanting to run the EE business... It will all get there in the end.👍

Re: Upgrading to 1.6gb from 900mbps

Reign_in_Beard — Wed, 11 Feb 2026 12:12:57 GMT

Definitely regretting replying now.

Re: Upgrading to 1.6gb from 900mbps

JimM11 — Wed, 11 Feb 2026 12:45:00 GMT

@Reign_in_Beard And to think the full moon was at the beginning off the Month so can't blame that one also!😶👍