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Landline and broadband upgrade

StuartC4
Investigator
Investigator

‎27-04-2026 08:03 PM

I am very curious, last September I received an email containing the following

  
Hello,

The next evolution of our broadband is here. And we’ll be upgrading you to our new and improved broadband for free, so you can get access to our best service.
  
You’ll benefit from new features too. This includes special WiFi controls on the app that allow you to pause and control the connection on certain devices. You also get quick and easy WiFi password sharing for guests. 

You’ll be sent a new Smart Hub that’ll activate all these benefits once plugged in. 
  
We'll also upgrade you to our new Digital Home Phone service. 

Don’t worry, you won’t be entered into a new contract. Most things will stay the same, however, there’ll be a few small changes. Including: 

Since when I have heard nothing , has anyone else had a similar experience or can explain what is going on?

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3 REPLIES 3
XRaySpeX
EE Community Star
EE Community Star

‎27-04-2026 08:40 PM

Looks like they wanted to move you, for free, from legacy BB to New EE BB, perhaps even Full Fibre, but have not implemented it yet.

What is the name of the EE BB plan you are on including its speed? Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?

What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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StuartC4
Investigator
Investigator
In response to XRaySpeX

‎29-04-2026 09:36 AM

Sadly I can only tell you the plan name the Availability checker does not respond to address or telephone number!  The plan is Fibre and Broadband with landline. A misleading title since I do not have direct fibre.  I believe the speed is of the order of 30Mbps. the router is an EE smart router.

0 Helpful
Peter_W
EE Community Support Team
In response to StuartC4

‎29-04-2026 04:58 PM

Thanks, @StuartC4.

Most of our contracts now will utilise some form of fibre - either fibre to the cabinet which is still delivered through a traditional BT socket, or fibre to the property which uses a fibre connection direct to your house via a small modem called an ONT.

The latter of these are on what we call 'Full Fibre' plans. 

From what you've shared here it sounds like this is just an internal update and replacement Hub like @XRaySpeX recommended rather than a switch to Full Fibre.

But so we can say with absolute certainty what's happening here, I'd recommend giving our team a call and they can help check everything at our end.

Peter

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