1.6Gbit slow after activation (ongoing EE known issue)

[bluedog916]

Hi,

We're an existing EE customer and have been for over 10 years. We placed an order on July 18th 2025 for the 1.6Gbit plan as we received an email from Openreach stating it's available.

Infrastructure, included new telegraph poles and exterior wiring needed to be completed in the area before our property could be connected.

Finally, after 7 months of waiting, the cable was connected on Feb 20th 2026.

In terms of this, at the lowest point, the cable flies over the neighbouring bungalow, and visually, looks like at the tallest part of their bungalow the cable would appear to be about 2ft clearance.

The interior cabling is complete, and the 2.5Gbps ONT has been fitted. Light levels from the engineer reads just 14, which is said to be excellent, and no cabling issues.

The Smart Hub Pro router, connected, turned on at around 4pm on Fri 20th Feb 2026, only to find that the download speeds are just 38mbps, and upload 10mbps.

As you can imagine, after waiting 7 months, to be receiving this is extremely frustrating.

However, after activation, and calling up EE later that evening, I'm told that EE are aware of this issue, and that there were somewhat 8,000 customers affected by this, and it should be resolved by Monday.

Subsequent speed tests on Saturday, and today (Sunday) show no improvement.

I keep hearing something about this being resolved in batches of 100 via a script? How many customers are affected, how often does this "script" run, and what operating hours does it run between?

Considering phoning up Monday evening if still not resolved.

Thoughts?

[JimM11]

@bluedog916 Yes, you are at the back off the bus queue, and EE will get round to it and bring your speeds up to what is required, that may take a few hours or a few day's so just give it time, at least you have a connection, some did not! Phone if you need it's not going to get you resolved any quicker!

[bluedog916]

Phoned up this evening. Was told there's 64 customers remaining, and should be resolved by end of Tuesday 24th.

[bluedog916]

Issue is still ongoing for us. I think EE think that we're a "complex" case, not quite sure why when the install has been okay and we placed the order last year.

[bluedog916]

Issue is still ongoing. Stuck at 38mbps with wrong profile. Should be at minimum 1,300mbps. EE said they just need "a few more days". It's been one week since activation, two weeks since the issue occurred their end. 8 months since we placed an order. When will this end?

[JimM11]

@bluedog916 Has EE said why you are still stuck on the profile for your copper connection and not upgraded as yet to the new 1.6Gb/s package profile? What does the EE app speed test show when you look at it, there are two speeds, the speed to the Pro Hub and the speed to the device?

[bluedog916]

Phoned them Thursday night. They said they're still working through it. What's funny is on the Tuesday night they said that there were around 250 people still to re provision and that there's only 5 teams trained on this. Each team is likely going to have at least 4 people, if they have truly been working on this 24/7, and even if it took 1 person 30 mins to manually provision a profile, it should be done by now.

They can't tell me where in the queue we are.

Surely they can provision over the phone.

Saturday morning now, issue still ongoing. 

[JimM11]

@bluedog916 You have TWO things going on at the same time, 1. The move over from fttc/fttp with the new provision and uplift on speed that has to be done by EE from your old 40/10Mb/s to the new 1800/220Mb/s....

2. Is the move that EE has undertaken to integrate all the new 1.6Gb/s customers over from ONE platform to the other for the management off it all, that was the one that started around the 14th Feb if correct when it all went to hell and a hang basket for ALL the 1.6Gb/s customers, does not matter how many teams that EE has put on that to happen no one is complaining about it now in the slightest unless they just have not noticed how slow it is all going or complete loss off service. You are the only one doing so on the Forum anyway!

[bluedog916]

I’m just trying to understand when this will be complete from a technical perspective. No one is able to tell me. Is that weeks? Months?  We just need the profile corrected so we can end months of waiting. 

[JimM11]

@bluedog916 EE Customer Service, have you tried the HELP to 66033 for any testing? May also be worth switching your ONT off for a good 5 minutes if you have not done so yet, quick off/on is no good!