topic Re: Re: BT broadband full WiFi transfer to EE 1.6gbps in Broadband & Landline

Re: BT broadband full WiFi transfer to EE 1.6gbps

Stevejo1 — Wed, 06 Dec 2023 21:33:24 GMT

I just ordered EE yesterday moving from BT .Guy told me once 1600 mb os available you automatically get it my ONT is only 1 gig on the port not the orange 2.5ghz 24 hours later I'm told it's past the point of no return and I can't cancel but they will on Friday what leaves me not able to carry on my month to month with bt as my contract has ended I'm now going to be forced to go to virgin and they won't upgrade.anyone thats transferring its only new customers so other choice is to sit with no broadband for 30 days tell lies on the phone really poor service been with bt year and years to have this crap of essentially the same company

Re: Re: BT broadband full WiFi transfer to EE 1.6gbps

Paddy-B — Fri, 08 Dec 2023 09:53:39 GMT

Hi @Stevejo1,

Thank you for posting and welcome to the EE Community. I'm sorry you've had so many issues with your order. At the moment it's not possible to move from BT to the new 1.6Gbps service. I would like to take a look at your order to be able to see what is going on.

I have sent you a private message with instructions on how to contact the team.

Thanks,

Paddy

Re: Re: BT broadband full WiFi transfer to EE 1.6gbps

BeansOnToast79 — Wed, 03 Jan 2024 13:14:36 GMT

Are you quite sure that's correct? Was that a recent change? I had BT 1gig service and just last month switched to EE 1.6 with zero issues; it took ten mins at most and was seamless and works a treat... (Other than TV not being available to order!)

Re: Re: BT broadband full WiFi transfer to EE 1.6gbps

timprocter — Wed, 03 Jan 2024 18:43:16 GMT

@Paddy-B

Not sure you are correct on that subject Paddy, I have moved from the BT 900/110 package to the "1.6Gb Full Fibre Busiest Home Bundle".

My new router has been sent (it's here now) and other than a failed engineer visit on 29th December I should be up and running right now.

I have spoken with personnel at EE and have been assured it will be running very soon.

Please respond if you know something different to what we have been told.

Re: Re: BT broadband full WiFi transfer to EE 1.6gbps

AmIBeingObtuse — Thu, 15 Feb 2024 14:26:26 GMT

Did you get a new ONT? I have just upgraded from BT fibre 900 to EE 1.6Gbps And they told me they would not be sending a new ONT??? The current ONT is only gigabit capable I contacted them on socials waiting for a reply.

Re: Re: BT broadband full WiFi transfer to EE 1.6gbps

AmIBeingObtuse — Thu, 15 Feb 2024 14:28:39 GMT

Is everything up and running now? I have just upgraded from BT fibre 900 to EE 1.6Gbps. did you get a new ONT?

My BT ont is only gigabit capable to my knowledge? When I asked on the phone during upgrade the lady said I would not be receiving a new ONT.

I've emailed them on social to verify this as surely I need a replacement ONT to get the new speed being the current one is only gigabit capable and my upgraded plan is 1.6Gbps

Re: Re: BT broadband full WiFi transfer to EE 1.6gbps

timprocter — Thu, 15 Feb 2024 14:33:30 GMT

@AmIBeingObtuse

You will 100% need a new ONT if your current one is only 1Gb capable.

What does yours look like, this is what you should have for the 1.6Gb package to work.

Re: Re: BT broadband full WiFi transfer to EE 1.6gbps

AmIBeingObtuse — Thu, 15 Feb 2024 14:38:49 GMT

On the phone with EE now and it looks like the upgrades advisor has miss
sold the plan to me.

She didn't even upgrade my plan to 1.6Gbps. instead just brought me over
from BT 900 to the same speed but charged me more. Unbelievable. So talking
to EE now about it. 🤦🏻‍♂️ Will update.

Re: Re: BT broadband full WiFi transfer to EE 1.6gbps

timprocter — Thu, 15 Feb 2024 14:47:53 GMT

@AmIBeingObtuse

😱😱😱

Re: Re: BT broadband full WiFi transfer to EE 1.6gbps

Ollmall — Thu, 15 Feb 2024 15:25:22 GMT

@AmIBeingObtuse I was in the same exact scenario as you. Moved from BT to EE with the promise that I could upgrade the plan to 1.6gbps.

Like yourself I wasn't moved to a like for like plan, they put me on a plan that was £10 more expensive (almost reaching £70 a month) for the exact same speeds. Keeping in mind new EE customers (12 years of EE loyalty isn't worth anything) get the same 900mbps for £57.

Many phone calls later and with the final phone call being 2 hours long, what has happened now is that I have had to sign a whole new EE contract and sign it up under someone else's name in the household. That way we could use the 14 day cooling off period from the BT migration to cancel that plan that I was being over-charged for and get a new connection lined up at the higher speed. Fingers crossed that tomorrow is the go-live date and the OpenReach engineer should be out to install the faster ONT.

The final person I spoke to at EE was genuinely shocked at how around the houses I had to go and how poorly handled this whole thing is. He was genuinely the only EE rep I had spoken to until that point that had any sense of empathy and good will for the situation.

My connection today has been more unstable than America's political system so hopefully that means that on their end someone at OpenReach is taking my fibre connection and plugging it into a nice new multi-gig switch ready for tomorrow.

Re: Re: BT broadband full WiFi transfer to EE 1.6gbps

AmIBeingObtuse — Thu, 15 Feb 2024 15:28:49 GMT

Just got off the phone with EE.

Turns out the upgrades advisor miss sold the plan.

She upgraded me to the exact same gigabit plan I was on with BT.

Just transferred my account over to the EE side of the business and charged
me more per month for the privilege.

Apparently the complaints team are calling me tomorrow to resolve the
issue. Fingers crossed.

Shame they can't just supply a new ONT and upgrade the plan 🤦🏻‍♂️

Re: Re: BT broadband full WiFi transfer to EE 1.6gbps

Sofaslug — Thu, 15 Feb 2024 19:32:48 GMT

Out-of curiosity, did anyone from open reach attwnd your home address to change the little white box inside your home?

Re: Re: BT broadband full WiFi transfer to EE 1.6gbps

XRaySpeX — Thu, 15 Feb 2024 19:40:46 GMT

@Sofaslug : It is only OR who may mess around with the ONT, if that's the "little white box" you mean.

Re: Re: BT broadband full WiFi transfer to EE 1.6gbps

AmIBeingObtuse — Fri, 16 Feb 2024 04:10:27 GMT

Well that was the crux of the issue.

I already had a small white ont box from BT 2 years ago when I started my fibre 900 plan.

When upgrading to EE's 1.6 gig plan on the phone yesterday I asked if I would get a new ONT and she said no.

I knew at that moment something was wrong.

It later transpired she did not upgrade me to the 1.6 gig plan instead simply transferred my account to EE and put me on the exact same one gigabit plan. But charged me more for the privilege.

I have a complaint being dealt with now. The advisor who dealt with my complaint did say it's possible I'm not eligible for the upgrade yet coming from BT but if I was I would definitely have a new ONT installed.