Positive feedback on upgrading broadband

amelia64 — Fri, 23 Jan 2026 11:02:42 GMT

Hi EE team,

I just wanted to say that I'm really happy with the way you build the broadband upgrades. It does feel very customer first. When I registered two years ago, when it was BT, my smarthub was delivered the day after, which was incredibly speedy to be honest. Last year, I called up as I had some difficulty with paying the higher bill, and needed to downgrade my WiFi. Instead of doing this, the customer service team helped me to find a better deal, while staying one of your customers. Today, I went to do my annual bill-budgeting things and learnt that you actually plan for these things when a contract ends. Genuinely the easiest upgrade of a contract I've ever experienced in my life. You told me what I currently have, so that I can compare the deals. It just feels like you built the page with the customer in mind. I've just never had a company have everything so streamlined for the customer, where it's not a battle of constant bill rises. Thanks a lot!

Re: Positive feedback on upgrading broadband

Chris_S — Tue, 03 Feb 2026 12:29:54 GMT

Hi @amelia64

Thank you for taking the time to share your experience when upgrading your broadband.

I really appreciate you feeding back your journey and telling us about what points you found user-friendly.

We've invested a lot of time and effort in making our upgrading process as seamless as possible.

I'm glad to see that you're staying with us for another 2 years, hopefully we can keep you with us for many more years to come.

Chris S

topic Re: Positive feedback on upgrading broadband in General Chit Chat

Positive feedback on upgrading broadband

Re: Positive feedback on upgrading broadband