BT broadband full WiFi transfer to EE 1.6gbps

[Letmeb00gey1]

BT broadband to EE 1.6gbps

What a pain it has been to switch over to EE to get new router and faster speeds. Initially I was told they can order the 1.6gbps broadband from EE as I had by complete WiFi and i agreed only then after the phone call ended I noticed they simply transferred over like for like package on EE and found I then had to pay more not much but still £1 more. I was later told to let my order complete and I can then regrade and get the 1.6gb fibre from EE. I then checked on EE and it was still showing as I have the 900mb package. A few days passed, however  to my surprise it now shows I can get rhe 1.6 gbps package from EE. So when I called again to day I was told I can’t get it even though I am on full fibre fttp as the people on the phone said they can’t see the offer so can’t provide this to me  so firstly I was misled and missold what I was ordering then now their site doesn’t match it states I can get which is mis advertising. I have spent a number hours on the phone.

[johnnyuk]

Exactly my story - I feel ripped off

[johnnyuk]

I have an EE Mobile account on the number above - all good there.

I had BT Broadband FTTP 900 for the last couple of years, paying £69.99 per month- all good there!

Then the "new EE" was launched offering 1.6Gbps FTTP connection.

I called you on launch day and was told that to get the new 1.6G service, I would have to "transfer from BT to EE" - then I could make arrangements to move to the new 1.6G service for £69.99 (the Busiest Home product).

So, I agreed to move across to EE (I realise you are all one company now) but the initial monthly payment would be £71.99.  That was fine, as I'd been told I could move to the faster, but cheaper 1.6G service if I transferred from BT to EE.

I received all the EE equipment (none of which I use - I'm a network engineer and have my own router etc).  

All is working, as it's the same fibre for BT as it is EE, but....

I've been told that I CANNOT move to the 1.6G service, as "re-grading isn't working right now", so now I'm stuck on a more expensive monthly tariff having moved to EE with no way of moving to the new faster 1.6G service.

I spoke to someone in EE/BT complaints and was advised to order a new line - I have done this using a different email address: 

According to your website, I CAN get 1.6G service at my address.  So my NEW account number is:  xxxxxxxxxx and the new order is xxxxxxxxxxxxx.

You are now sending me more equipment (which I won't use) and an engineer visit has been arranged for 1st December.

So, I have no idea what will happen when the engineer sees that I already have FTTP connected!

What do I want?  I would like the 1.6Gbps service for £69.99 per month as originally promised.

Thanks for listening!

John

[Mod edit: Please do not post account numbers and order numbers on the public board. Thanks!]

[infinitywaiter]

The wifi 7 plan from BT/EE has been in the works for ages, not new.

May 6th:

...."BT, most likely via EE – their soon-to-be “flagship brand for consumers“, have set themselves a target of being the first UK broadband ISP to market with a WiFi 7 (802.11be) capable router (SmartHub 4). The hope is to be ready by early 2024, but June 2024 is also mentioned....."

https://www.ispreview.co.uk/index.php/2023/05/bt-aspire-to-be-first-uk-isp-to-bundle-wifi-7-broadban...

[infinitywaiter]

The Smart Hub Plus having just 1gb ethernet ports, whilst the new ONT obviously gets 2.5gbs, is something that has been discussed many times over on BT Community.

Unfortunately, a few of the mods there don't seem to understand the reasoning as to why some customers would want ports of say 2.5gb on the hub itself too.

The same reason why a lot of people buy new mobos for the past few years with a 2.5gb port on it.

Yes, lots will just jump for the higher tier judt to say they have this speed etc, and most people will never need more than a 1gb connection and even that will be way too much.

However, a lot of users will actually want it for work purposes for example, like if they work on large files and have to move them around different people and places remotely.

If they can't get access to higher tiers from elsewhere etc, then they're limited to what BT/EE bring out.

So, yes, introducing a new higher tier and still limiting the hub itself is stupid.

However, most then would just go and buy their own from a third party which would include a minimum of 2.5gb ports.

[infinitywaiter]

Also, you won't get that package from BT anyway, as it will only be offered on EE as they are now the consumer side of BT.

BT themselves will only be focusing on the business side, hence why BT brought out the new BT Smart Hub 3 before they introduced EE Smart Hub Plus (3.1 Hub) only as a Business hub.

[infinitywaiter]

For those who replied here about getting their orders done and about hubs, thanks for updating us and letting us know how it went.

For those moving onto the new EE 1.6gb tier, then please note that Openreach are still in a pilot stage with this until 31st December, of which it has now been extended to 29th  February 2024.

So, for those who have ordered it and can't actually get it yet, then that might be down to EE waiting for Openreach in their pilot.

It is only EE that have the higher tier advertised whilst Openreach have it still in pilot stage, so some issues like not being available will happen whilst they carry on testing.

https://www.ispreview.co.uk/index.php/2023/11/openreach-extend-uk-1-2gbps-and-1-8gbps-fttp-pilot-int...

[johnnyuk]

Second day with no broadband service

The OR engineer has been and gone on Friday morning and nothing is working.  He fitted the new ONT, declared it to be working and left.

It's not working....he left his phone number, but is now blaming the EE Hub cable going to the ONT.

I am now without Internet, as I guess the previous ONT has been de-registered from the PON.

Obviously, I'm not happy...

[michaeladamson]

There should be three green LEDs on your ONT:

• Power
• PON
• LAN

If those three lights are on and the LOS (Loss Of Service) LED is off, then your service is provisioned.

If the LAN light is off then it might be an issue with the cable to the EE Smart Hub Plus as the engineer suggested.

If that light is in fact off, double check that the ethernet cable going from it to the hub is securely connected to both the ONT and the red WAN ethernet port on the EE Smart Hub Plus.

[johnnyuk]

Thank you.  Yes, I have three green lights. 

(Disclaimer - I'm a network engineer) - I've tried different ethernet cables from Cat 5e up to Cat 8, different router (Ubiquiti) and direct connection from my laptop straight to the ONT via PPPoE.

It appears to be an issue with security of some kind - the PPPoE dial-up on the laptop reports that the username and password are not recognised using  bthomehub@btbroadband.com and "BT"

The EE Hub just flashes orange - please see some screen shots below:

[johnnyuk]

4th day with no service and no contact from EE.......