EE 1.6 Upgrade

[kazak-bg]

Can someone explain to me why there's still no upgrade option for existing customers to 1.6 Gbps broadband from 900mbps. I have been chasing this for almost a year now, spoken to many customer reps who told me a upgrade process should be in place by end of December last year. Yet im still unable to upgrade? At this rate when my broadband reaches a £100 cutoff point for exit early I'll be leaving to Vodaphone.

The package is available at my property. Ive had people check and can see it for myself. But only to new customers. When will EE just accept more money from me for a higher rated package???

[Mustrum]

@kazak-bg   it is a good question, but alas unless you have reached the last 90 days of your contract it is not possible.

[JimM11]

@kazak-bg Just tried the same as a test for you, 1G package is a far as it will allow for the upgrade path.

[Matt_124]

Regardless of being in the last 90 days, it is not currently possible for New EE Customers to upgrade to 1.6Gb whatsoever. There simply isn't an upgrade path currently and a duplicate account can't even be created to facilitate a new order when OOC.

The 90 day rule is in regard to Legacy EE to New EE migrations. 

Oddly, for Legacy EE Customers they can get 1.6Gb when migrating. In these cases it is essentially a brand new order as a new customer, unlike other upgrade and migration methods, so there aren't any restrictions on the plan that can be chosen. It's basically the same as switching from a different provider.

They are working on this and it will be interesting to see what the migration method they're currently trialling on an invite-only basis is and if it differs from this.

[kazak-bg]

Its just very frustrating as a whole, I cannot understand why this is a problem, it should be doable, its had its trial period, the infra can obviously handle it. Just allow people to upgrade and stop gate keeping stuff like this to new customers only

[Stevo777]

I phoned EE and was told it was possible to upgrade from 1 gig to 1.6 gig service once I joined them (new customer).

My 1 gig service goes live tomorrow and plan to upgrade shortly after.

Only reason I didn’t go for 1.6gig initially was having to wait until mid April for OR to replace the ONT for faster speed version…Wasn’t waiting that long.

Will be disappointed if I can’t upgrade and will consider cancelling.