We currently have a non fibre 20mps BT (now EE) contract and since Fibre in the cabinet has recently been added to our street (and next door have FTTP with openreach and vodaphone) , we would like to upgrade to fibre. We went into the local EE shop and no trouble they said. Half an hour later “I can’t do it as the system won’t allow it, so you’ll have to ring customer service”. After three phone calls with wait times of over 3 hours we still have no resolution. We have been given a INC number which doesn’t seem to be of any use and been told we need to be put through to a “special department” to deal with this. However you cannot ring this mystery department direct and the wait times are over an hour or two or never. This is totally ridiculous and no way to conduct customer service.
