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EE charging for the upgrade

Lynnninan
Investigator
Investigator

‎01-02-2025 03:25 PM

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?

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10 REPLIES 10
Matt_124
EE Community Star
EE Community Star
In response to Chris_B

‎01-02-2025 06:24 PM - edited ‎01-02-2025 06:29 PM

Hi @Chris_B,

It seems the OP has got sorted via contacting Legacy EE BB CS who still have the ability to do upgrades on Legacy EE for in-contract customers without ETCs or any "Full Fibre Guarantee" required.

The Full Fibre Guarantee (on certain BT Halo packages and New EE BB packages) is a very limited arrangement for those on specific plans to get an upgrade to a FTTP package, when available, for the same price as their FTTC package.

Mid-term upgrades can still be done outside of this arrangement, with the customer usually needing to either maintain or increase their spend and then sign a new contract term to do so.

No one has ever needed to pay ETCs to upgrade their package from FTTC to FTTP on New EE or on Legacy EE.

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