topic Re: Re: Problem with tranfere to full fibre in Broadband & Landline

Re: Problem with tranfere to full fibre

gazmix_1973 — Thu, 19 Feb 2026 22:09:21 GMT

I have problem too but didn't want to start a new thread as this is similar.

I want to upgrade to FF from copper but each time I try it keeps telling me I already have BB . Tried everything and still same

Re: Re: Problem with tranfere to full fibre

Matt_124 — Thu, 19 Feb 2026 22:12:15 GMT

Your issue is quite different to that of the OP.

You have posted previously about owning a Brightbox Router, meaning you are currently on Legacy EE Broadband.

In order to place an order for an upgrade to Full Fibre/FTTP it seems that you need to call (as directed in the message you're seeing), as you would likely need to be migrated to New EE BB.

Re: Re: Problem with tranfere to full fibre

JimM11 — Thu, 19 Feb 2026 22:15:01 GMT

@Matt_124 When you get time have a look at some off the other post's also from way back in time....

Re: Re: Problem with tranfere to full fibre

gazmix_1973 — Thu, 19 Feb 2026 22:32:07 GMT

Ah so because I'm out of contract, legacy etc I can't upgrade online.. I didn't know that so I'll have to call or get account holder to shop. Thanks

Re: Re: Problem with tranfere to full fibre

gazmix_1973 — Fri, 20 Feb 2026 11:30:48 GMT

@Matt_124

I guess New EE BB you mean full fibre

Re: Re: Problem with tranfere to full fibre

JimM11 — Fri, 20 Feb 2026 11:51:57 GMT

@gazmix_1973 No and you need to stop guessing and making things up in your head!

Re: Re: Problem with tranfere to full fibre

gazmix_1973 — Fri, 20 Feb 2026 12:34:32 GMT

So it means copper BB then as I don't know of any others.

Very nice of you to have a go at someone with learning difficulties ,thanks very much

Re: Re: Problem with tranfere to full fibre

JimM11 — Fri, 20 Feb 2026 12:46:47 GMT

@gazmix_1973 There was no go at you in the slightest just so you are aware! There are two services or even more, Legacy Broadband and the New EE Broadband product's, with the age and the time that you have had a connection from EE and the issues off trying to get it all out off your parent's name which is NEVER going to be an easy option for you at all as account protection is paramount hurdle you will never get past with EE there is a very good chance that you are a Legacy account....

The calling as @Matt_124 has advised then you because NOT the account holder EE will not speak to you it's just the way virtually all systems work on data protection....

Re: Re: Problem with tranfere to full fibre

Matt_124 — Fri, 20 Feb 2026 12:52:34 GMT

Legacy EE Broadband is the old system by which EE Broadband was provided and billed for. These packages provided older technology such as your Brightbox and did not offer a digital home phone service.

New EE Broadband is the new way of providing and billing for EE Broadband which is similar to the system used by BT. This includes newer technology such as the Smart Hub 6 Plus, Smart Hub 7 Plus etc. and allows for a Digital Home Phone service to be taken.

Both systems have Part-Fibre and Full Fibre packages, however Legacy EE Broadband is now closed to new customers and existing customers are being migrated to New EE Broadband as and when their contracts are approaching end of the min. term and they try to renew.

The reason for the message you see is to ensure you get in touch and follow the correct route for migrating to New EE Broadband. This would be the same for anyone on Legacy EE Broadband, but it just so happens that you are also moving to Full Fibre/FTTP at the same time.

In conclusion: the New EE migration is to ensure you can maintain your phone service and move to the new billing and provision system. As part of this process, you will also be moving to Full Fibre (as it is now available) - but this is not the main reason for the migration.

Re: Re: Problem with tranfere to full fibre

gazmix_1973 — Fri, 20 Feb 2026 13:02:32 GMT

@JimM11 and @Matt_124 ok sorry, I'm not transferring any more, keeping with his name because as you say it's difficult.

Ok I get that, just a new more modern style of EE BB.

We will go to the shop or call and switch to New EE and FTTP at same time. Yes I know the situation with him being account holder.

Re: Re: Problem with tranfere to full fibre

JimM11 — Fri, 20 Feb 2026 13:13:05 GMT

@gazmix_1973 Just make sure to call the EE/BT shop and let them know to put extended time aside for your appointment you will have a lot to go through with the process and the transfer so hopefully they can take care off it all for you, also remember to have full proof as required for the visit to who you and your parent are!

Re: Re: Problem with tranfere to full fibre

gazmix_1973 — Fri, 20 Feb 2026 13:19:19 GMT

@JimM11 ok and after we leave the shop our BB connection will remain until FTTP installation day?

Like even though we updated to new style at shop, I'd continue with old router until FTTP day? About a fortnight as I was told last time I contacted.

Thanks

Re: Re: Problem with tranfere to full fibre

JimM11 — Fri, 20 Feb 2026 13:26:41 GMT

@gazmix_1973 Yes in the real world your old stay's up working as is, then you get the new Fibre all installed, they transfer your connection to the Fibre, and the old copper fades away some short time later!

The length off time is NOT set in stone, so anything from 14 day's to 90 day's all depending on what is going on, the shop can give you the way better idea, or you can look at the link below to see were Fibre Stand's currently with regards to your address, fill Building Number and the Postcode it should show what is to your home!

BT Broadband

Re: Re: Problem with tranfere to full fibre

XRaySpeX — Fri, 20 Feb 2026 13:43:35 GMT

@JimM11 wrote:
The calling as @Matt_124 has advised then you because NOT the account holder EE will not speak to you it's just the way virtually all systems work on data protection....

The calling as @Matt_124 advised is required for any migration from Legacy to New EE BB as instructed in the image the OP posted; not particularly cuz OP is not A/C Holder.

Re: Re: Problem with tranfere to full fibre

gazmix_1973 — Fri, 20 Feb 2026 13:49:59 GMT

Or shop visit. Apologies for hijack thread

Re: Re: Problem with tranfere to full fibre

gazmix_1973 — Sat, 21 Feb 2026 18:21:51 GMT

@JimM11 not sure if this is post i asked on as can't see posts anymore. Apologies as i know someone elses post.. I called EE and they said better to call as shop workers are more trained with EE mobile not BB. It would take 20 mins on phone & transferring to New EE BB and going to FTTP all happens at same time.. He gave me his personal EE email & his work time for next week when he'd be around.. Is this the usual process & correct about shops? Thanks

Re: Re: Problem with tranfere to full fibre

XRaySpeX — Sat, 21 Feb 2026 18:29:55 GMT

@gazmix_1973 : Look in your Profile from your avatar at top R of any Community page or at the top of any of your posts to see all your posts.

Re: Re: Problem with tranfere to full fibre

gazmix_1973 — Sat, 21 Feb 2026 18:50:35 GMT

They all been deleted, prob as was on someone else's thread.. just responding to last night's dialogue with Jim about calling instead of visiting and what they said when I called.. Also I can't see my replies on this thread on desktop pc, only phone. This all is a stress., doing mi head in .

Re: Re: Problem with tranfere to full fibre

XRaySpeX — Sat, 21 Feb 2026 19:10:42 GMT

Which have been deleted? The Community doesn't delete posts unless they break rules. You've got 9 posts in this thread alone on this matter.

Re: Re: Problem with tranfere to full fibre

JimM11 — Sat, 21 Feb 2026 19:14:31 GMT

@gazmix_1973 All your old info is still there, just click on your name anywhere in a post and that will take you to them, as to what is best, will say i did all my mobile at the shop but that was after the BB was all done as an online fttc transfer from sky to EE, the shop was so the BB/EE Mobile would all work correctly with the one Account logon for me as the Forum was full off non working and i was not for having that as the mobiles were changing from O2 to EE, so online will take care off it all for you, the old EE account to a new EE account and the FF Full Fibre upgrade all at the same time! They will have to speak to the account holder first, pass security and then get permission for you to talk about it all and then for the account holder to agree it's all done correctly. that reason alone is why it may be better to do a shop visit, Mobile and BB is the business that they are in so shop should be able to do it all same as a phone call!