Broadband Downgrade - 1.6gbs to 900mb

stvjon41 — Thu, 15 Oct 2026 11:58:37 GMT

I’ve recently run into a very frustrating issue while trying to downgrade my broadband package and wanted to see if anyone else has experienced the same thing.

I’m currently paying £70.99 per month for my broadband service. While the service has been great, I don't really need the speed I'm currently on and wanted to look at moving to the 900Mbps package to reduce my monthly costs.

When I contacted EE, I was initially told that it wasn't possible to downgrade my existing service. An alternative offer was made, which was appreciated, but it was still more than I wanted to pay for a service that, if I'm honest, is more of a luxury than a necessity.

Because a downgrade wasn't possible, I felt my only option was to cancel and move to another provider.

After speaking with the cancellations team, I was eventually advised that the only way to achieve what I wanted was to create a completely new account and place a new broadband order. I was then told that my EE One benefits could be retained by linking my mobile accounts to the new broadband account.

While this may be a workaround, it seems incredibly complicated for what should be a straightforward request. It means setting up a new account, potentially replacing equipment, reconnecting devices, and making additional phone calls to relink services that are already associated with my household.

Am I missing something, or is this really the only way to downgrade broadband with EE?

I completely understand that there may be technical or system limitations behind the scenes, but from a customer perspective it feels like there should be a much simpler process. In 2026, changing from one broadband package to another with the same provider shouldn't require effectively becoming a new customer.

The staff I spoke to were all polite and helpful, so this isn't a criticism of them. My frustration is with the process itself, which feels unnecessarily complicated for both the customer and EE.

Has anyone else encountered this, and if so, how did you resolve it?

Re: Broadband Downgrade - 1.6gbs to 900mb

JimM11 — Thu, 15 Oct 2026 12:08:49 GMT

@stvjon41 You are not missing anything, it has to be done that way, cease/cancel the 1.6Gb/s service, wait 14-21 day's for the FF900 to be activated, then One benefit's can be redone to lower your mobile cost again all if you decide that EE is the one to be staying with.

The up to FF900 service is one, and the 1.6Gb/s service onwards is the other, still separate currently and not able to move between each other upgrade etc, and with EE allowing you to downgrade at least they are letting you do so options wise. With 4 levels of package know one has any idea what you have, FF900 currently BB only is around the £30 mark but not with EE.

topic Broadband Downgrade - 1.6gbs to 900mb in Broadband & Landline

Broadband Downgrade - 1.6gbs to 900mb

Re: Broadband Downgrade - 1.6gbs to 900mb