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Escalation request: Provisioning EE TV alongside Full Fibre 1.6 Gbps profile

Graham159
Visitor

‎11-06-2026 08:34 AM

Hi Community Team,
 
I am trying to order/upgrade to the Full Fibre 1.6 Gbps broadband package, but I also want to bundle it with the new EE TV service (including the TV hardware/Apple TV 4K).
 
I am aware that the standard online ordering system and front-line phone systems face a software limitation where the TV add-on cannot easily be attached to the 2.5 Gbps ONT profile on the 1.6 Gig speed tier. Front-line phone agents have been unable to bypass this standard system flag.
 
Because this requires a manual bundle build on the new billing platform (with Digital Voice omitted to prevent system conflicts), I need help from a back-office specialist.
 
Could one of the EE Guides or Community Managers please send me a Private Message (PM) so I can securely share my account details and escalate this order?
 
Thank you!
 
 
 
0 Helpful
2 REPLIES 2
JimM11
Community Hero
Community Hero

‎11-06-2026 08:42 AM - edited ‎11-06-2026 08:52 AM

@Graham159 Since when, have EE not sorted now that the 1.6Gb/s has both options available, not everywhere can get the 1.6Gb/s service from BTW/EE, have you checked that you can?

Took a quick look, bundles are still only allowed up to the FF900 package, you can wait and see if an EE Guide will respond to your request. 

0 Helpful
Rach_H
EE Community Support Team

‎11-06-2026 10:50 AM

Hi @Graham159,

Welcome to the Community!

We do not ave access to accounts here on the Community, so we wouldn't be able to help you get this escalated. It would be best to reach back out to our team on the phone, who can escalate this through the proper channels.

Rach