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.

[Bluenose_Dave]

I think the light reading is how much light is lost as the meter shows a minus, and would fit as lower figure is better, i still think someone should have done that here and i guess they still will at some point in time

[Bluenose_Dave]

Another day has passed and no change with my situation so 2 days let as Openreach said it  would be working by the 29th, so we shall see

no text or anything about the sim i ordered not the best start with EE and Openreach , when i do hear from EE Monday or Tuesday all depends on escalation at Openreach give  an update, is it a height level escalation as i found a interesting read on bt wholesale site. I am a loss what the issue is as it taking over 5 weeks plus to sort it

[garetc]

OR came yesterday, a senior engineer/network manager  and one of his colleagues, to do some more investigation. They’ve checked everything and can’t see any issues with their network and are saying that it’s an EE fault again. 

EE are blaming OR so I’m stuck in limbo. I’ve taken a leaf out of @timprocter‘s book and ordered (another) router just in case. I’ve got a Linksys WiFi 7 router winging its way to me this morning.

The OR guy said to try it one more time and see what happens. He’s going to give me a call back on Monday. EE person is going to give me a call back Tuesday/Wednesday to see how it’s going. She said that we’re at the point where I’ve had 5 engineer visits and they’re not sure what if anything they can do next so it’s likely I’ll have to pick one of 3 options:

• They release me from my contract and I try a different provider.
• They keep passing it back to OR in the hope they find an issue before they start to reject the jobs.
• I put up with the issue and have periodic speed drops.

For me none of them are very appealing even if they release me from the contract there’s no guarantee that I won’t have issues with another supplier. 

The customer service has been great even if they’ve not been able to fix the problem. The lady dealing with my complaint and the OR team have been brilliant, I do feel like it me been managed well at least. The only way it could be even better if they could actually find and fix the fault! 😂

[timprocter]

@garetc

For me none of them are very appealing even if they release me from the contract there’s no guarantee that I won’t have issues with another supplier. 

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I would wager a lot of money the 1.6Gb package would be exactly the same with any other provider after what I have learned this last week.

The 100% way of proving what is coming into your ONT is as mentioned before setup a PPPoE connection (There is no reason you cannot get this method to work) it SHOULD connect mate even though you tried before if memory serves me correctly.😜

As soon as I did a RAW connection to my computer without going through any router BOOM it was full speed which I had never seen before and that convinced me it was a hardware problem. Wired the router back up and it was back to around 700 - 800mbps

@garetc  I have just looked at the Linksys website and presume you have chosen this Linksys Velop Pro 7 Tri-Band Mesh System MBE7001 | Linksys: UK

I can see it has the 2.5Gb WAN input but cannot see what the LAN ports are, they look like they could be only 1Gb making it the same as the Asus GT AXE11000 router I purchased for this 1.6 package.

It was no good and I will be selling it as the only chance you have of getting 1.6Gb through it is via WiFi which I failed on every attempt which led me to purchasing the TP Link BE19000 which has two 10Gb WAN ports and four 2.5Gb LAN ports (am I making sense lol)..😅

Now the downside of all this is the expense of course, you either spend now on top hardware or wait and see if EE comes good in bringing out their own brand router which will make this package work, I wasn't prepared to wait.🙄

Really sorry for the long rant @garetc but trust me if they say you have 1.6Gb or more coming to your ONT please believe them. I have learned so much over this last month it's untrue but it's come good now I have finally cracked it.

I hope you do too along with @Bluenose_Dave and a few more. Good luck to you.😘

[garetc]

I’m a fan of a long post…! 😂

We’ve tried direct connection on my Mac and a Windows machine when OR have been here using a 2.5Gb Ethernet port during one of it’s ‘blips’ and they could see that it wasn’t getting over 150Mbps down. They can see at times that it’s not achieving the speed but they can’t see anything wrong on the fibre network and keep blaming EE’s side of things who in turn blame OR. 

I don’t mind that the router doesn’t have over 1Gb Ethernet ports on it. When I’ve got a few things wired in TV, work and personal laptop depending what I’m doing they won’t need more than that each. If I’m ever in the unlikely need of a bit of a boost I can connect to the ONT directly. 

The house is over 3 floors and built around 1900, walls are really thick so I need at least 2 nodes. I’ll either work in the room with the router or in the attic which has patchy reception (on a single node). I’m not willing to really spend more than £800 on a pair so the one you’ve bought isn’t on the table. I guess the one benefit is that the new router is WiFi 7 so if it works then I’m future proofed, only got one WiFi 7 device at the moment anyway! 

[garetc]

Did you order one of the unlimited SIMs? What price and speed limit did you get?

I ordered a SIM for my mother-in-law as she was on Plus Mobile which is closing down and it took 2 1/2 weeks to arrive and CS couldn’t find the order(!).

[Bluenose_Dave]

Yes the £13 one or my daughter who is out of contract with her current provider 3 and the coverage of 3 not been great, all this is my first time on EE for anything and they not doing great at all, week 7 starts Monday, and i wonder what tail i get from Openreach come Monday, EE not been great with updates last i heard from them was Monday , i just stuck where i am, I would of expected an Openreach visit as it been broken for what i think is an extreme amount of time and no further that 6 weeks ago, i will be pushing for the higher rate compo as i think that is the right rate this should be classed as and also for the inconvenience this has caused to me and the household, no real answers and they said same thing for 3 week, sorry again for the rant, as this really start to P me off both EE and Openreach 

[Ollmall]

Just figured I’d add my experience as I’ve also had a rocky start to the service. 

I was on the BT 900 service and consistently getting 930/110 up and down. (I seriously wish we got symmetrical speeds. Used to get 940/940 for less than half the price on a cityfibre connection in my last house)

Anyway called EE was told I can have the 1.6gbps for £57 because I don’t want or need all the Hub, extenders etc. as they’d all just go in a drawer. My network is run on a UniFi UDM Pro, Ethernet to most rooms, U7 Pros (new WiFi 7 AP) with 2.5gb uplinks to each floor, 10gb Ethernet to work Mac and gaming PC etc. so I’m good on that front. 

So sounded great to start, they said we’d just have to migrate to ‘new EE’ and then call to re-grade. Brilliant, sounds easy peasy, let me just get the next few days of work out the way because I have some important calls, projects going on so worst case if something broke in migration at least that won’t be affected. 

Call back a few days later to start the migration. EE can’t do it so I’ll call BT. Fair enough it’s them who have the product currently. Migration goes smooth(ish). We have to move you to a full works fibre plan which is the same speed but includes all the stuff you don’t need like Hybrid backup, new hub, etc. because the guy who said you can get discount for not having it was wrong. So I thought: well okay then that’s a bit annoying but whatever. The equipment will just sit in a drawer and become e-waste eventually but it is what it is. It also means that the new plan I’m on is now £68.99 instead of the £60 I was on before for the same speed and service. But he insists that this is the one I have to have if I want to regrade. I’m dubious but I go with it because the 1.6gbps plan is only £1 more. 

So he migrates us to new EE. Took 2 days, account is now in EE. No interruption to service, amazing! I’m one of the people whose EE account has been broken for months so I can’t access the store, link accounts etc. but apparently that’s a known issue. When will it be fixed? No one knows. Cool. 

Migration complete, call EE to regrade. Guy straight up tells me I’m lying and the 1.6gbps plan doesn’t exist. Tries to fob me off saying I mean WiFi 6 as if I don’t know what I’m talking about. I had to direct him to their own website to get him to believe me. Then tells me I can’t have it it’s not at my address. Again, website says otherwise, he gets rude, I ask for a manager, says he’ll call back. Never did. Kinda what I expected to happen. 

I call back. Next guy I talk to was 672% nicer, more helpful and didn’t treat me like an idiot. Listened to what I was saying and spoke to someone on the ‘new EE’ team who could help me. This agent gave the new EE agent all my info, everything I needed and warmly handed me over. 10/10 for him. This new EE agent then proceeds to inform me that I can get the service but they’ve currently paused orders for it because of some issues and that hopefully they’ll be taking them in 2/3 weeks. He was a really nice guy and he’s going to contact me to upgrade me when orders resume or at least email me to update me in a couple weeks (hopefully). 

So all in all not the best time. Some EE agents don’t even know the product is a thing, you hear 4 or 5 different answers to the same question, the EE website is still super broken and I’m now paying £10 more a month for the same service as before. 

I even asked if it would be possible to get OpenReach booked in early for the new 2.5gbps ONT install before the order is placed because of their long lead times just to speed up the process but apparently that’s not possible. 

EE - please. You’re arguably the UKs largest network operator and this has been a shocking product launch. Quite frankly inexcusable. It just seems that no one has been correctly trained, the migration process is super buggy and information is very inconsistent. What’s going on?

[garetc]

If they’ve paused orders why’s it still available on their website? Not sure they’ve been truthful on that statement…

[timprocter]

@Ollmall 

Reading your experience does not surprise me one bit after I went through a similar scenario getting mine to work.

There is no place for an agent to be rude, he needs finding and suspending from his job PERIOD.!!

I'm thinking if you are lucky enough to find the correct person to deal with your situation you are on the final furlong, A gentleman called Adam finally dealt with my issues and I'm all good now with a 1.6Gb working product.

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@garetc 

Couldn't agree more mate.