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.

[michaeladamson]

I have a new challenge for the net-gen EE team.. I'm the first next-gen 1.6Gbps customer who is moving house apparently.

They had to go away for a few days and test it with dummy accounts to work out the process but have now figured it out and have placed the order for my 1.6Gbps home move.

Now lets wait and see if it goes smoothly..

[Bluenose_Dave]

Well my latest is now there is an external fault that needs to be fixed and a completed date of 3/1/24, as all was working fine before they moved me from BT to EE, so im guessing it is something at the exchange to put me onto the 1.6gbs, this was all meant to be completed on the 18/12/23, my son not to happy new Xbox but unable to use it on line

[garetc]

That seems strange, have they said what the exact issue is?

[Bluenose_Dave]

No the open reach eng came on the 18th swapped the ONT to the 2,5gb one, everything was running fine, then he tried to rebuild the new circuit and it would not work, he said they mis booked it as a new install, and not migration,  open reach eng said it was down to 2 accounts on the same line,  then i was told by EE it was due to current BT and EE users can not have 1,6gb connection, but was told that i would be having the 1.6gb,  EE has said the BT account been removed from the line, and EE are not blocking it

so now we are weds the day after Boxing Day, and i was told i have an update within 4 hours,  and then i got this text 

 it's Lauren from EE. I have been in contact with Openreach about your order. They need to get an external engineer out to resolve the issue they found and get the service working. They have advised an engineer should be out and have the service working by the 3/1/24 but it could be sooner they have just asked we allow until then.
I am sorry for the delay with this and the inconvenience it it causing. Thanks.

now as the line was all working fine before he started the rebuild, my thinking was it has to be at the exchange, it just been a right  pain  as had a working BT 900 and then after upgrade nothing, been told on 3 different occasions they was sending out  a 4g router but none have come, I believe down to system blocking the order as on the new system as on next gen connection

so any insights on what is happening would be good, i guess it just working it way to the top of the list untill it is done

[Bluenose_Dave]

Still no change and i am not hopeful of good news tomorrow…

[timprocter]

@Bluenose_Dave 

Sadly I'm in the very same boat at the moment.

Currently still using my BT 900/110 package so not all lost right now.

Seems there are lots of problems with this new 1.6Gb package.

[Bluenose_Dave]

It really seems it is a joke right now, still no EE 4g hub so still using my old bt 4 g ,ok so my fears was right as i still have no connection and todays the date bt Openreach said it would be fixed by,  unable to get an update as Openreach will nt do that untill end of today, so go EE calling them at 9am to get an update and he then let me know, i wonder what excuse it will be for this week, totally spoilt Xmas for my son this has, i post an update on mine once i hear back from EE   What should of been a simple thing to now being a royal pain in the asse, i hope you get your issues sorted out  soon Tim 

[timprocter]

@Bluenose_Dave 

I will certainly keep you posted Dave.

Happy New Year buddy.

[garetc]

I’m scheduled for OR to come and swap out my ONT next Tuesday between 8-1. 

Feeling somewhat nervous about it all now watching these forum posts. My partner and I work from home and a broadband connection is essential! Luckily in a Vodafone 5G area and have an unlimited SIM so will be able to tether if all goes wrong but shouldn’t have to! 

How long before your install was the router etc sent out? 

[timprocter]

@garetc 

Don't hold you're breath mate, My scheduled appointment was for 29th December, took a whole day off work to be here for them and was handed a "No Show"

No text, email or phone call to say they wasn't coming so you can imagine how mad I was.

I made a phone call to the right people at EE but 99% sure they were reading from a script when they told me compensation would be placed and assured me I would be kept informed about my order.

Not heard a sausage from them since that call and still no new date for the 2.5Gb Optical Network Terminal to be fitted so really back at square one.

If I ran my business like EE ran theirs I would be bankrupt by now.