topic Re: How can I leave this CS outfit?? in Broadband & Landline

How can I leave this CS outfit??

Blahde — Mon, 26 Oct 2026 15:52:39 GMT

Hey folks,

Had enough of this.

Years ago I was with BT, got a call that I had to switch to EE. No worries, I wasn't bothered. So, been with EE a few years (15 year customer with BT and EE) FTTP and they eventually ran out of BB contracts to keep me locked in for more "24 months" type stuff. I figured I'd go up to 1.6 Gbps from my 1 Gbps.

"Not at the new price mate, you have to stay on your 1 Gbps" and pay more for that then new customers get 1.6 Gbps for!

So, I need to know, is this normal? Support are adamant I can't 'upgrade' and can't stay as I am on 1 Gbps at the new lower price. So, am I stuck paying £70 a month (or whatever it is) andno chance of changing? Well, if that is the case I may as well go and take my 2 mobile phones as well.

Not sure if this is true but I can sign up with BT again as a new customer and then get the 1.6 Gbps at the new price?

Why are these 'companies' so annoying?

Anyone been in similar?

So, I figured I would renew and get the 1.

I am on Full Fibre to the home,

Re: How can I leave this CS outfit??

Denzel99 — Mon, 26 Oct 2026 16:05:00 GMT

Yes, it’s normal and yes, it’s deplorable, but a little story you might be interested in…

About 12 months ago, I was in a similar situation. Initiated a move to Sky. Sky screwed it up by insisting on installing CityFibre despite me telling them it wasn’t viable here. Cancelled with Sky and, low and behold, in that short time my existing ISP was now offering me new customer prices to renew.

Not saying you should deliberately use these tactics, but…

Re: How can I leave this CS outfit??

Blahde — Mon, 26 Oct 2026 17:27:29 GMT

I'm going to have to scope out a new provider then.

Thanks for the info.

What a load of hassle to have to force long term customers to go through.

Re: How can I leave this CS outfit??

XRaySpeX — Mon, 26 Oct 2026 17:29:06 GMT

There is no route between <= 1 Gig FF & 1.6 Gig FF as they have diff provisioning systems, the former thro' BT Wholesale & the latter directly with OR..

You can't sign up with BT as a new cust as you are considered as an existing cust of the BT Group which includes EE.

Re: How can I leave this CS outfit??

JimM11 — Mon, 26 Oct 2026 21:19:20 GMT

@Blahde Once you move retentions will be on to sort you out for a FF900 deal, BUT not going to get a 1.6Gb/s as path is just not easy at all with anyway they try to do it fraught with all kinds off difficulties so best leave that one alone at present. Few ISP's are now offering that speed also, mobiles are a HUGE saving if you are on the EE One so you need to balance it all out to what you want/need.

Re: How can I leave this CS outfit??

Blahde — Mon, 26 Oct 2026 23:41:11 GMT

It boils my p*** that after years with this provider I can't switch to the lower cost 900 that new customers are offered. I hear on the grapevine that I could cancel and my wife signs up with BT and that is doable?

Fact is, this shouldn't be this way, I don't even care that much about the price difference. I do care about being taken for a ride.

How are Sky as a BB provider thse days?

Re: How can I leave this CS outfit??

Blahde — Mon, 26 Oct 2026 23:43:33 GMT

Not sure they even care enough to bother after the way they spoke on the phone last few times I had to speak with em.

Thanks though, appreciate it.

Re: How can I leave this CS outfit??

XRaySpeX — Mon, 26 Oct 2026 23:44:46 GMT

Dunno! Never been with them.

Re: How can I leave this CS outfit??

JimM11 — Tue, 27 Oct 2026 06:59:07 GMT

@Blahde Fibre is what you need to watch with sky, the 1.6Gb/s is a new product for them on OR side, but if you happen to be in a CityFibre area that is there preferred connection so keep in mind.

Anything OR FF900 wise just watch the sky Hub, called the sky Max system not the greatest out there with a good few issues, and CGNAT to boot on it connection wise. Have a look on the sky community forum before making your mind up, had a full year on sky FF500 with no issues.

Re: How can I leave this CS outfit??

Blahde — Tue, 27 Oct 2026 11:28:52 GMT

Thanks folks.

Hopefully I can get these hoops jumped through... eventually!