EE offering same broadband package but then saying no?

[youface]

Currently im on fibre max 300 and have been for like 2 years, I got an email saying contract coming to an end, you can continue to pay £53 ish per month or go to a plan which is basically the same package but for £44.09, I rang them up asking to go for this package but then the customer sales advisor says that deal is no longer available which I think is a bunch of lies then he said his manager goes right now I cant get fibre max 300 or 150, the most I can get is the fibre plus with max speed of 76, 

Im like how is that possible, ive been on max 300 for 2 years its been running fine then they turn around and go no my line cant have that now etc, I think its a bunch of lies and they are trying to cover their tracks because they offered me a cheaper price for the same deal, 

can anyone help? 

I have the email as proof saying I could get that cheaper package with exact same speed, avg 300mbps also but they are saying its not there anymore

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

1. Post your full router stats:

• For a BrightBox: login and go to Advanced Settings/ System/ DSL Status. Also post 'System Uptime' from top of System Log page.
• For a SmartHub: login and go to Advanced Settings/ Technical Log/ Information. Obscure your names & any numbers in the BB Username & also the SSIDs.

Full router stats are key to any speed & connection issues.

2. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

[Northerner]

Hi @youface 

Although rare your exchange/cabinet might be over subscribed. 

Thanks 

[XRaySpeX]

@Northerner : The OP is already subscribed to his cab and is holding onto a port of it. As this offer seems to be just a plan change for the same Fibre product there is no reason to give up his existing port and enter the wait queue for a port to become available. That's what would happen at an oversubscribed cab if you were switching Fibre products. 

[XRaySpeX]

Posted in the open:

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@youface wrote:

I tried to upload the pictures just as you asked but its not displaying properly in the forum chat so ill send it here instead, regarding EE telling me now my line doesnt support gfast 300 anymore and the best they can offer me is fibre plus max 76mbps

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These were waiting to be approved before they can be seen. I have now done so.

[youface]

so judging from the screenshots I sent, my line is perfectly fine and can support max speed of 300mpbs as it has done for the past 2 years correct?

EE sent me an email saying my contract has ended I can either continue to pay X amount per month or go for a contract, the contract was cheaper than what I currently pay and was offering me same speed, I think because of this, the employee on the phone said I can't get anything faster than 76mpbs

[XRaySpeX]

Ah, so you are using a G.Fast Modem. So you won't know what speeds you are getting.

G.Fast is available there & is not oversubscribed. However as your Max. Observed Speed on G.Fast as of today is only 78.5 Meg EE isn't prepared to offer you G.Fast on a new contract when they can give you FTTC (Fibre Plus) at similar speeds & at a lower price. They will let you stay on your existing slow G.Fast at the inflated price but, quite honestly, you have nowt to gain from G.Fast over FTTC.

Altho' you are on a package called Fibre Max 300 the.'300' stands for 'up to 300 Meg'. You have actually been getting no more than 79 Meg in all those years. It is not true to say that your line support speeds up to 300 Meg, only that you have been on a package called Fibre Max 300.

[youface]

so why have they decided to slow my speed right down to 78, I just dont understand, why cant I go back onto gfast 300?

[XRaySpeX]

They haven't slowed it down, Why would they? Your line has been observed to never have exceeded 78.5 Meg.

The BTw Checker speeds for the various products are only estimates. Your max. actual speeds are given by the block labelled "Observed Speeds".

I have just told you why EE won't give you a new contract on Fibre Max "Up to" 300!