Being told i can't have 1.6gbs full fibre as im not a "new" customer?

[gsinc12345]

Hi there , i currently have 2 x Mobile phones with EE and 900mbs full fibre with BT.

All 3 items are out of contract within a month.  I was going to switch to the EE 1.6gbs full fibre which i would love and renew my phone contracts.
However when talking to a sales rep (ready to sign up for EE to have all 3 things with me)  he said i can not have 1.6gb Full fibre as i am not a  new customer so i can only have 900.

Is this accurate? I am actually gobsmacked , i have had phones with EE for years and given them a lot of money over this time.
Surely loyalty should be rewarded and not punished.  Anyway , has anyone else had this issue ?  I am now genuinley thinking of just getting my PAC codes and going elsewhere ( which i really don't want to do as i was happy with the service until this ).

[David]

@LisaN_88  yeah I had to start a new 24 month contract I was given a new number phone number as they done a line takeover but then 24 hours later they changed it back to the number I had on BT digital voice.

[David]

@LisaN_88  yeah I see pretty much the full speed 

[XRaySpeX]

BTW: That's not an EE legacy plan but an old name, Essentials is now Core, for a New EE FF plan.

EE keep fooling you by changing names in mid-stream 😞 . Same with WiFi Extenders (was Smart WiFi) & Connectivity Backup (was Hybrid Connect).

[LisaN_88]

Yeh I thought we were on a legacy package but apparently not..

Spoke to EE earlier and set up a few steps to ensure we are able to order the 1.6gb. I was also advised having the 900 at the moment if I was to upgrade to the higher 1.6 we could not go back to a lower tier than 900 as 1gb would be the lowest. 

Anyway…

We have decided to upgrade but it comes with losing our Fibre internet for around week and half.

1. Today, paid for an EE 4g Router for delivery next day. 

2. Cancel EE and wait on the return of their router / checked

3. Create a new contract for the 1.6gb

4. Book an EE Engineer to visit the house and upgrade our FTTP internal box (ONT)

[LisaN_88]

Urghh I have just realised, the router they are sending will act more like a Hotspot?

Which means I won't be able to connect many of our devices during the wait for upgrade.

Can anyone recommend a 4G Router which I can use my unlimited data plan SIM card in, which will act much like a router and then I will return it back within 14 days. 

[XRaySpeX]

Why isn't the 4G router they are sending you able to act like a router & connect many of your devices?

[LisaN_88]

Does it act like a normal home router? 

Would I be able to connect my Ring Alarm, Doorbell, Floodlight, and also my Hue Lights amongst other things? 

And it would keep them linked to the router? 

I thought I read somewhere the Ring devices don't like Hotspots...which this acts as does it not? 

[XRaySpeX]

It is a router! Just not as powerful as a Home BB router. You should be able to connect typical devices to it. You may have to use only the 2.4 GHx WiFi band.

A hotspot is just another limited type of WiFi router.

[LisaN_88]

Thanks RaySpex 

Will see what arrvies tomorrow 

Also, having just spoke wit the EE team again tonight... apparently they just told me a different way which the guy earlier could have advsied and we wouldn't be without Fibre (maybe 5-10min at most without) 

I need to call the Remedy team tomorrow morning and get the facts straight. 

[JimM11]

@LisaN_88 That option sure seems the best way, thought that EE had streamlined all the 1.6Gb/s and the FF900 into the one system few months ago to stop all off this from going on. maybe that advisor had the better picture off what was needed to be done, keep you up on the FF900, swapout the ONT's so you have the one with 2.5Gb/s port on it, then upgrade the package with a software switch to your account. Would sure save you trying to keep a 4G mobile at the inside off a home working and not fighting the mobile ups/downs when it gets busy....