topic Upgrade from “old EE” broadband to “new EE” broadband. in Broadband & Landline

Upgrade from “old EE” broadband to “new EE” broadband.

accurate4766 — Wed, 22 Nov 2023 21:22:49 GMT

I recently noticed a promotion in the EE app for a discounted unlimited 30-day rolling SIM available to EE broadband customers. I'm currently in a 24-month broadband contract with EE that started in February. Excited about the offer, I reached out to EE's customer service on 150 to see if I could take advantage of this deal.

However, I was informed that my current broadband is classified under "old EE" which is considered legacy and doesn’t support the new discount SIM deal. When I inquired about migrating to the "new EE" broadband to become eligible, I was told that such a switch isn't possible until my current contract expires in 2025. I even considered upgrading to a higher-speed broadband plan, hoping it might shift me to a "new EE" plan, but I was informed that this would incur a £400 early exit fee.

I'm reaching out to the community to understand if there's really no feasible way for an existing broadband customer like me to transition to this "new EE" plan. Also, it seems counterintuitive to pay an early exit fee when I'm considering an upgrade to a more expensive contract, which would extend my commitment to EE. Has anyone else faced a similar situation or have insights on this matter?

Re: Upgrade from “old EE” broadband to “new EE” broadband.

Chris_B — Wed, 22 Nov 2023 21:28:10 GMT

@accurate4766 Unfortunately your bound by the T&Cs of the contract you’re currently in.

Re: Upgrade from “old EE” broadband to “new EE” broadband.

accurate4766 — Wed, 22 Nov 2023 21:31:34 GMT

@Chris_B just to confirm, you are saying that mid term upgrades do not exist for EE broadband and the only way to upgrade to a more expensive plan is to terminate the contract early and pay the fee?

This is different to EE mobile where mid term upgrades are allowed and even encouraged.

Re: Upgrade from “old EE” broadband to “new EE” broadband.

Mustrum — Wed, 22 Nov 2023 22:01:35 GMT

@accurate4766 what broadband package do you currently have?

Is there a upgrade option available to you

Re: Upgrade from “old EE” broadband to “new EE” broadband.

accurate4766 — Wed, 22 Nov 2023 22:12:54 GMT

@Mustrum

Plan: “Full Fibre Max Gigabit without landline”

I have attempted to follow the broadband upgrade page but it takes me to the same error every time. I’ve tried multiple devices and networks etc. "Sorry, looks like a technical error"

I’ve seen other users reporting the same error that are currently on an “old EE” broadband plan but I’ve not seen anyone with a solution yet.

Re: Upgrade from “old EE” broadband to “new EE” broadband.

Mustrum — Wed, 22 Nov 2023 22:34:39 GMT

@accurate4766 no doubt there will be small print saying "for new customers"!!

But given you are on the max available package and not even 1/2 way through your contract it is hardly suprising.

Many of use are still on FTTC, but coping OK, and struggle to understand the need for 1Gb for residential use. Then again my car will do more than 70MPH. Sorry, just trying to put things into perspective!

Re: Upgrade from “old EE” broadband to “new EE” broadband.

accurate4766 — Wed, 22 Nov 2023 22:42:46 GMT

@Mustrum

Thanks for your input, though I must clarify that I'm not here to debate the practicality of high-speed internet. While it's great to hear that many are managing well with FTTC and lower speeds, my situation is a bit different. Given that everyone in my household works from home, a fast and reliable connection isn't just a luxury—it's a necessity.

Also, it's worth mentioning that the new 1.6Gbps package is indeed available at my address. So, I'm not chasing a hypothetical upgrade but a very real and potentially beneficial one. I appreciate the effort to "put things into perspective," but I'm more interested in hearing from those who might have navigated similar situations with EE or have specific insights about transitioning to their new plans.

Re: Upgrade from “old EE” broadband to “new EE” broadband.

Mustrum — Wed, 22 Nov 2023 22:58:41 GMT

@accurate4766 I do understand, and the last few years has changed many people's requirements.

But and it is a huge BUT, using a residential service to meet business needs has been one of the biggest problems that some many people working from hone fail to plan for.

Hopefully you will hear from others in similar situations, but maybe you should consider a business solution to connectivity requirements.

Re: Upgrade from “old EE” broadband to “new EE” broadband.

accurate4766 — Thu, 23 Nov 2023 19:02:38 GMT

For the benefit of anyone else stumbling upon this thread with similar questions, I wanted to share an update from my latest conversation with an EE representative.

I've learned that in order to switch to the "new EE" broadband, you must either be out of your current contract or be willing to pay the early exit fees. However, you are still able to upgrade to other "old EE" contracts.

Regarding the errors on the EE website that I and perhaps others have encountered, they have confirmed that they occur because we are on this "old EE" type of plan. Unfortunately, it seems our scenarios weren't fully considered when the broadband page was designed, leading to these generic errors.

On a more positive note, the representative did mention that EE is actively working on a plan to migrate existing customers who are still within their contracts to these new plans. However, there's no specific timeline for when this might happen. So, while it's a waiting game for now, it seems there might be a path forward for those of us looking to upgrade under current contracts.

Re: Upgrade from “old EE” broadband to “new EE” broadband.

Mustrum — Thu, 23 Nov 2023 19:12:43 GMT

@accurate4766 thanks for coming back and sharing the info.

Re: Upgrade from “old EE” broadband to “new EE” broadband.

bn42 — Wed, 07 Feb 2024 17:51:54 GMT

I've had enough and moving Sky zs soon as convenient

Re: Upgrade from “old EE” broadband to “new EE” broadband.

piotrc — Mon, 01 Apr 2024 22:51:23 GMT

Same. Its simply unacceptable to be dealt with this way, EE doesn't want to hear anything about upgrades from so called EE legacy customers and I know why!

I pay currently for 900 Mbos broadband £69,99 but I could get this in Sky or EE itself for around £46,99 so I am overpaying now. Its simple why they don't want us to switch to higher speed and pay same money isn't?

After over 25 minutes of very intense conversation with very rude person I was told I am not interested if you sign new contract...

So yes. I will move to Sky and leave this rude people to themselves especially when Sky offers me three months completely free this is no brainer.

Look for better deals once your contracts run out people as they only care till you sign

Re: Upgrade from “old EE” broadband to “new EE” broadband.

jmcdonagh85 — Thu, 02 May 2024 17:37:04 GMT

I had a similar experience when I went to renew home broadband. I was told I was an old EE customer and had to become a new EE customer. At the end of the day wether it’s old or new it’s still EE at then end of the day.

They even had the audacity to tell me I did not need the package I asked for. They tried to get me to take a lower package than I currently had before.

Re: Upgrade from “old EE” broadband to “new EE” broadband.

piotrc — Wed, 08 May 2024 19:09:06 GMT

Only way is to leave,. they went beyond to be rude as ...

Re: Upgrade from “old EE” broadband to “new EE” broadband.

seve12 — Thu, 01 Aug 2024 03:23:23 GMT

I had a similar problem mate. I was having some problems with my WiFi and on calling 150 was advised my broadband was not with ee. Eventually, after an investigation, they discovered I was ee Legacy and would not be able to upgrade from old ee to new ee to take advantage of the upgrade deal as it was only for existing New ee customers. I have been a loyal, long standing ee customer but at this point I felt I was NOT AN EE CUSTOMER AT ALL....NOT HAPPY😒

Re: Upgrade from “old EE” broadband to “new EE” broadband.

XRaySpeX — Thu, 01 Aug 2024 04:25:35 GMT

@seve12 : Nor will you be able to take new legacy contract when your current term expires to take advantage of the same legacy plan w/out the price rise that occurs at end of min. term, if you have FTTP available in your area.

Re: Upgrade from “old EE” broadband to “new EE” broadband.

seve12 — Thu, 01 Aug 2024 05:34:36 GMT

I honestly don't understand your comments. Sorry.

Re: Upgrade from “old EE” broadband to “new EE” broadband.

Chris_B — Thu, 01 Aug 2024 07:30:17 GMT

@seve12 at present legacy broadband customers cannot yet upgrade to new EE. It’s only for new customers or customers migrating over from BT Broadband. You can either continue as you are until it is available or you can take out a broadband package this is available to you,

Re: Upgrade from “old EE” broadband to “new EE” broadband.

Gibbam1991 — Sat, 09 Nov 2024 17:30:12 GMT

I'm the same old ee lagcy crappy wifi speeds I pay gagabit also they won't let me upgrade without paying early termination fee I'm paying 72pm aswell what annoyed me is if I was a BT customer when they merged together they can upgrade without charge but us long standing ee customers get can't the router they supply isn't for for purpose with 1 gigabyte broadband it was fine with the 500mbps wasn't worth the uograde to 1 gb as see not benefits at all so baisically ripping people off