Customer Services and change of contract

Biggie48 · ‎18-03-2025

I have finally reached customer services after having spent an hour yesterday waiting for the phone to be answered.

I am trying to change my broadband service from Full Fibre Gigabit essentials to Full Fibre 300 Essentials. I am about 6 days into my contract and realise we don't need the high capacity. When I finally got to a customer service agent this morning they told me that the 300 was not available. It is clearly advertised on your web site and offered for sale.

Unless I'm able to get a solution to this I will be moving elsewhere having been miss sold this company by BT.

XRaySpeX · ‎18-03-2025

If you've been moved from BT to EE they want you to go for like-for-like. What did you have with BT?

Also FF 300 Meg from FF 1 Gig would be a downgrade in speed & price. You can't do that while in contract.

What is clearly advertised on EE web site and offered for sale is for new custs, not those coming from BT.

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To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

Biggie48 · ‎19-03-2025

I was not offered like for like in terms of service. My BT product was Full Fibre 100 with Halo 3. There was land line and mobile phones. The cost of the BT package came to within a few pence of the EE package. This was OK.

On reflection we decided that there was no point in the gigabit fibre as we don't need that capacity. I had discussed this with an EE person during the set up process and was told that I could change it during the "cooling off" period. I am now trying to do that. Going to the 300 is still more than we actually need .