EE charging for the upgrade

[Lynnninan]

Im an EE broadband customer, recently fibre was installed in our block of flats. I contacted EE (through store) and they are telling me i have to pay an early termination fees to upgrade. Surely this is not right as if i go to sky or talk talk they will cover the early termination fees. So EE willing to let existing customer go like this?

[Mustrum]

@Lynnninan   there should be no charge to upgrade or early termination charges if the fibre was installed by Openreach., the shop may not have been the best place to ask for advice.

However if it was another supplier such as City Fibre or Virgin Media or other fibre provider that EE are unable to use and you wanted to move supplier then early termination charges may apply.

Do give the Broadband Care team a call, I am sure they will have happier news.

They may require you to take out a new contract however.

[Lynnninan]

The shop guy did call the customer service team, thats why i was surprised. I will check again today, it seems very hard to get through to the customer service. 

[Mustrum]

@Lynnninan   good luck and do let us know how you get on.

Have you looked to see if the option is available on your MYEE?

[Lynnninan]

Thanks,

My EE account wouldn't let me upgrade and shows an error message.

[Chris_B]

@Lynnninan  Only if you have this as part of your current contract deal  can you upgrade for free. 

Full Fibre Guarantee
Your broadband package includes our Full Fibre Guarantee. We'll let you know once Full Fibre is available at your address and offer you a free upgrade to Full Fibre 150 if you recontract. Find out more about Full Fibre.

And this is on the email you got from EE Thats tilted “Thanks For Choosing EE”.   If it’s not there you can not just swap over to Fibre as you’re still within the contract term.  

[Matt_124]

Hi @Mustrum & @Chris_B,

The OP may be on Legacy EE Broadband and within their minimum term, hence why they are getting an error message on trying to upgrade online and can't simply be upgraded in-store. Unsure if the Legacy EE BB CS team can do upgrades on that system anymore either so New EE may be the only way forward.

The last I heard was that customers on Legacy EE BB need to be either out of contract, or within their last 90 days in some cases, to be able to migrate to New EE BB. Otherwise ETCs would apply and even then the order may not go smoothly as the migration route is still subject to trials. Orders were being auto-rejected to prevent huge ETCs getting charged for improperly placed orders.

[Lynnninan]

Just got through the EE customer service and they confirmed that im apparently on their older broadband system and all new fibre customers are on their new system. As im an old customer who wants to upgrade they let me upgrade for free (but still with older system, as the new system will require new contract and early termination fees associated). There was only two options for me, either 100 or 900 mb/s. And i went with 900 mb/s speed.

Hopefully the contract will come through soon. 

[Chris_B]

@Matt_124  I know @Lynnninan  is on legacy BB. and there is no Fibre guarantee on legacy EE, it’s only on new EE.    Hence my Fibre guarantee comment.     

You’re also informing someone who has switched over to New EE BB and this is wasn’t done via customer support.  

[Mustrum]

Good news @Lynnninan   But I am not going to say anything else. As @Matt_124  points oit there are issues with those of us on the Legacy network, that BT have not yet resolved.