topic Re: Moved to EE 1.6gbps painful in Broadband & Landline

Moved to EE 1.6gbps painful

Seasider53 — Mon, 30 Mar 2026 21:07:52 GMT

I moved from a full fibre BT package to EE 1.6bbps. Nearly three weeks and still not working. EE blame Openreach and vice versa so stuck in the middle. There seems to be no real SLAs by Openreach and EE don't seem to know what Openreach are doing. I'm waiting for an appointment from Openreach but doubt I will get one. Anyone else got similar problems? I'm really fed up 🤬😒

Re: Moved to EE 1.6gbps painful

JimM11 — Mon, 30 Mar 2026 22:22:33 GMT

@Seasider53 What's not working with it, you do not say?

Re: Moved to EE 1.6gbps painful

Matt_124 — Tue, 31 Mar 2026 08:11:55 GMT

I believe this is the reason this isn't a supported upgrade path/customer journey.

Moves from BT and EE packages up to and including Full Fibre 900 are usually not meant to be able to take place to the 1.6Gb packages due to the differences in the provision and order management systems. Attempting to do so can cause these kind of frustrations around engineer visits for ONT Installs/Replacements.

These are usually placed as though you are a new customer and not an existing one, hence causing downtime in some cases between the old line stopping and the new product being in place.

Re: Moved to EE 1.6gbps painful

Seasider53 — Tue, 31 Mar 2026 09:16:46 GMT

thanks for the replies

For clarity Jim. I moved over from BT and as I needed a higher ONT capability Openreach came out fitted and left me with a full service. I went out and when I came back it was down and has never worked since. The whole point of my post is no one knows why and therefore it bounces between Openreach and EE.

@Matt_124 that sounds interesting more details please? Are you saying if they give me 900 mbps this will work? EE have created a new account and this hasn't worked if anything it has set me back. EE say this is a new provision therefore not a fault even though I say this was done to cure a fault that still exists ie did work and now doesn't - sadly the system says "no"

Re: Moved to EE 1.6gbps painful

Matt_124 — Tue, 31 Mar 2026 09:46:28 GMT

Migrations from BT to EE should be carried out using their internal system for migrations between the 2 brands. Using this system locks out the 1.6Gb packages, but also ensures the transfer is relatively smooth and simply a billing change/change of speed profile almost as if you were regrading on BT.

By EE setting up a new account it has put you outside of the supported processes, as migrations from BT to a 1.6Gb EE product should not yet be possible and orders should not be placed for existing customers as new customers.

Most lines on Full Fibre will be able to go up to 900 Mbps (with the exception of the rare case of those on lines with kit at the exchange only capable of up to 300 Mbps) on the same ONT, it should only be the 1Gb+ products which require this to be changed.

If you weren't adamant on moving to one of these packages it seems as though a Guide has tried to be 'too helpful' and put you through the wrong process.

Re: Moved to EE 1.6gbps painful

Seasider53 — Tue, 31 Mar 2026 09:55:31 GMT

@Matt_124 sounds like you are suggesting that they need to set up yet another new connection contract with 900mbps as that is the only thing that will work. Is that correct? Would I be able to upgrade under the same contract later or on renewal?

Appreciate your advice - what a shambles

Re: Moved to EE 1.6gbps painful

Matt_124 — Tue, 31 Mar 2026 11:24:42 GMT

I wouldn't say so, at this point i think you'll just have to keep escalating it up the complaints processes and/or raising it as a fault with the service via texting HELP to 66033.

My point was more that a new account should never have been created in that manner and the Guide should have used the approved migration process for your account, unless you as the customer explicitly stated you wanted access to the 1.6Gb package and accepted the advised risks/potential issues of using the unsupported process to achieve this. A situation such as this one should have been mentioned by the Guide as a possible consequence of bypassing the approved process.

Re: Moved to EE 1.6gbps painful

seasider1953 — Tue, 31 Mar 2026 15:42:14 GMT

Yes, hopeless situation. I could cancel and move I guess and see if another ISP can provide internet I can't see why that wouldn't work. Famous last words

Re: Moved to EE 1.6gbps painful

Thevision — Sat, 11 Jul 2026 12:16:34 GMT

Same exact problem here I've moved from BT 900 meg halo 3 to 1.6gbps fibre premium line from EE . Was supposed to be activated on the 3rd July 2026. Now already 8 days late I'm left having to keep the new 2.5g ONT plugged in so openreach can run tests to diagnose the problem.

My original 1gig bt ont works fine still but I cant use it as EE wants me to leave the new one on. So this leaves me without sufficient proper Internet. Whilst this delay continues I'm now out of contract with BT and they continue to bill me for a service I'm no longer using thanks to EE's delay.

EE cant/wont tell me what the issue on openreaches end is with connecting me and all I get is the response of wait another 3 businesses days each time I try to find out what's going on.

Re: Moved to EE 1.6gbps painful

JimM11 — Sat, 11 Jul 2026 12:23:05 GMT

@Thevision What is not working on it, and are you still connected to a BT system because FF900 is good as they get package wise? One ONT is also all that will work connection wise, assigned to the connection which ever way it's been done.

Re: Moved to EE 1.6gbps painful

Thevision — Sat, 11 Jul 2026 12:32:39 GMT

The mj quin openreach contractor engineer came on the 3rd July when it was supposed to be a smooth transition from bt 900 meg to EE 1.6gbps connection.

They installed the new 2.5gig ont box to allow the new speeds into the house. Ever since the EE connection has never been live , I just get a flashing pon light , the wifi 7 EE smart hub pro router just stays constantly flashing orange light.

The engineer told me something like " that's never happened before, the line wont remote activate" . Then he left shortly after that . The 1 gig bt ont still technically works but EE asked me to keep the new 2.5gig one plugged in.

Re: Moved to EE 1.6gbps painful

JimM11 — Sat, 11 Jul 2026 12:42:01 GMT

@Thevision Ok got you now, OR has not assigned the profile correct to the serial number of the new 2.5Gb/s ONT, your lucky that the old one is still in a working and assigned state! Both the ONT's are OR and nothing to do with BT that side off the Equation.

Until the PON stops flashing and goes a solid Green, your not getting any connection on that ONT and then through to the EE Hub you have whichever version you've got.

Re: Moved to EE 1.6gbps painful

Thevision — Sat, 11 Jul 2026 12:36:10 GMT

EE told me they could see both ONTs were now registered to my profile at the same time , thats about all I could get out of them. They didnt know what the issue is on openreaches end . So im now stuck in Internet limbo .

Re: Moved to EE 1.6gbps painful

JimM11 — Sat, 11 Jul 2026 12:57:44 GMT

@Thevision Take it that you have two Fibre Optic lines then into your property!

Re: Moved to EE 1.6gbps painful

Seasider53 — Sat, 11 Jul 2026 14:43:09 GMT

Just feels to me like EE are running a Beta service but won't admit it.

I'm still having issues with stability. I called EE this week after the EE Wifi given name on the router disappeared and I am running an alias - Weird. I was told that I am running 2 services but they have no idea why. As always I have been sent a router that makes no difference and would not connect to my extender.

Re: Moved to EE 1.6gbps painful

JimM11 — Sat, 11 Jul 2026 14:47:03 GMT

@Seasider53 What two services does EE consider you have running on the connection?

Re: Moved to EE 1.6gbps painful

Seasider53 — Sat, 11 Jul 2026 16:39:13 GMT

They can see two routers on one line - I have no idea how that can be happening and they can't remotely remove it.

Re: Moved to EE 1.6gbps painful

JimM11 — Sat, 11 Jul 2026 17:06:10 GMT

@Seasider53 If i was you would be very careful and have a look at the serial number of you current ONT from Openreach, some are printed on the front and unfortunately some are on the back, your old one you will have no idea about as OR Openreach will have taken that away with them and used it else were no doubt....

Cannot see why EE have two registered against your account it does not make any sense at all, Ask them to do a homeview+ report and send the copy PDF file to you by email. There is just no way you would have two physical EE Hub/Routers on the system wan connection as it would cause chaos/mayhem in operation.

Re: Moved to EE 1.6gbps painful

JimM11 — Sat, 11 Jul 2026 17:31:51 GMT

@Seasider53 Regarding the stability problem you say that you have, what EE Hub/Smart Wireless Extenders etc are you running on the connection, as you say you have the 1.6Gb/s EE Package would expect you to be fully on a EE Smart Hub 7 Pro version, have linked below the current EE Ones so take a look first then say. Also the Extender connects to the EE Hub not the other way as you have said!

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

Re: Moved to EE 1.6gbps painful

Seasider53 — Sat, 11 Jul 2026 17:57:38 GMT

Yes I appreciate it is impossible to have two routers on the same home connection. I do have the Smart Hub 7 Pro, they are a bitch to link to different routers, once they have a handshake with a router they keep looking for it so if you change the router then it's a problem - perhaps in hind sight a hard reboot/reset might have helped. I like the idea of of a "homeview+" report.