topic Re: Email regarding free upgrade in Broadband & Landline

Email regarding free upgrade

Ryan922 — Mon, 22 Jun 2026 10:46:55 GMT

Hello,

Out of the blue this morning I received an email from EE@messages.ee.co.uk stating that I will be upgraded to EE's 'new and improved broadband for free.' While the email states there will be no changes to my contract, etc, I will be receiving a smart hub and digital home phone.

Firstly I am checking if this is a genuine email as I was not expecting to receive such correspondence. If the email is genuine, I assume the main change to my broadband is that I will have a new router? While I have a landline to connect to broadband, I do not have a landline phone so I would not need to use a digital home phone as I have a mobile phone.

Thanks,

Ryan

Re: Email regarding free upgrade

JimM11 — Mon, 22 Jun 2026 11:14:34 GMT

@Ryan922 Then you may not need a new EE Hub, as you have no issue not having the EE Supplied DV phone number, you do not say what you have hub wise, link below is the latest that all support the DV option and delivery method. Digital Home Phone will be the service only, not anything physical but you may also get a DVA supplied who knows if you get a phone sent then that's on EE!

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

Re: Email regarding free upgrade

XRaySpeX — Mon, 22 Jun 2026 11:56:57 GMT

Are you currently on partial Fibre BB (FTTC) or ADSL supplied to you at a master phone socket? What is the name of the EE BB plan you are currently on including its speed? Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?

If so, this email probably means they are upgrading you to Full Fibre (FTTP) as they have promised when it becomes available at your location. This will mean that some work needs to be done at your home by an OR eng. to install it, beyond just getting a new router. See How is EE Full Fibre to the premises installed?

The Digital Home Phone is a service, not a physical item, which you may take up only if you choose to & pay extra monthly for it.

What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.

Re: Email regarding free upgrade

XRaySpeX — Mon, 22 Jun 2026 11:49:38 GMT

@Ryan922 : DV = Digital Voice = Digital Home Phone service (not a bit of kit).

DVA = Digital Voice Adapter to connect analogue phones to DV. Also known as ATA = Analogue Telephone Adapter.

Re: Email regarding free upgrade

Ryan922 — Wed, 24 Jun 2026 08:59:27 GMT

Hello Jim,

The router I currently have is not amongst the hubs listed. I have had my router since 2018 as this is when I moved into my current address. So I assume it must be receiving a mandatory upgrade.

Thank you for clarifying the Digital Home Phone not a physical device.

Re: Email regarding free upgrade

Ryan922 — Wed, 24 Jun 2026 09:03:10 GMT

Hello,

It is an ADSL and my router is current eight years old, so I assume it must be the Full Fibre upgrade you refer to.

Thank you for your reply.

Re: Email regarding free upgrade

XRaySpeX — Wed, 24 Jun 2026 15:04:56 GMT

You probably have the Brightbox router:

You'll get a new router when you are moved to Full Fibre.

Re: Email regarding free upgrade

JimM11 — Wed, 24 Jun 2026 15:10:22 GMT

@Ryan922 From the link on the hubs feature that is required for DV from EE/BT....

Digital Home Phone support

Yes DECT/FXS