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 ).

[LisaN_88]

Thanks Jim

Yes that’s pretty much what the guy said, who was going to put me through to the remedy team but it was past the cut off

He did say he wasn’t sure if the ONT would need changed, but I would think so, as my renewal is only allowing 900

Hopefully get everything sorted out tomorrow, will keep you all updated 

[JimM11]

@LisaN_88 You can tell by looking at the ONT RJ45 Ethernet connection port if easily seen, colour Yellow = 1Gb/s port, and colour Orange = 2.5Gb/s port. That's a quick way to check.

You do need the higher speed port to get up to the 1.6Gb/s speed throughput, that may or may not be on your current ONT.

My BTW system is max at 1000/220 Mb/s although OR has 1.6Gb/s but not many ISP's pushing it, FF500 and when busy external that you have NO control over has been as low as 200Mb/s but that covers the home download with zero issue.

Old link below if it helps you, few pics and explanations.

1.6G plan, but only getting 1G at the ONT - The EE Community

[LisaN_88]

Well, after the discussion with Luke last night from EE, he advised me to contact again this morning and speak with the Remedy team... that may sound easy, but with speaking to 3 different people from EE NONE of them wanted to patch me through to that team, instead they relayed info to the agent, who then passed it over to me, which was either different or vague. 

One person at 8am this morning could not find my account, and spent 10min speaking slowly and kept asking for different security questions...presumably because he didn't have a clue how to operate his software! 

Got told several times that the 1.6GB could not be done at my address, only for me to tell them to read the notes, and the last person told me as a new email address will be used all our iPhone contracts will lose all the areed discounts etc etc. 

This just seems a complete and utter shambles !!! 

It also seems like Remedy team don't like speaking to customers for some reason!.

Anyway, I have contacted the first person from yesterday who set up the 4G Wifi Router to be sent out, and hopefully he calls me soon as I'm really frustrated at everything this morning, which can't it just be a simple process this

[LisaN_88]

Jim I managed to open the ONT and took a photo

Presume as I can see a yellow RJ45 connector we have the older 1GB ONT

[JimM11]

@LisaN_88 You sure have and an old one at that with battery backup unit etc, so you are going to have problems with it as well, model is no longer supported by OR, so would expect a complete changeout off the whole unit. Think you will be the first one shown on the link below.

What do the lights on the Openreach modem mean? | BT Help

Is your landline phone service also delivered via that ONT, do see you have it cabled 2nd connection left right next to the Ethernet cable? If you need also handy video.

BT Openreach Fibre ONT - How to replace Battery Backup Batteries for phone line

[LisaN_88]

Cheers, yes this was so stalled when we moved into the new build house just shy of 8 years ago

We don’t have a phone service anymore, not required these days 

[LisaN_88]

Ok update time 

Managed to cancel our Fibre EE 900Mbps as of 19:30pm tonight, as part of the adding 1.6gb later down the line.

Although yesterday they were able to cancel and the date would be the next day, yet now when they cancelled the date will be the 29th…not sure why that has grown?

He said from now till the 29th we should receive a QR code with a box to return the old router, which we didn’t use anyway as we had Ubiquiti (dream machine) 

So from the 29th and presumably when they have now received the router, they need to book an Engineer out to swap the box over to the 1.6gb, so will that take another week for booking a date?