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Mis-sold broadband plan? (worried it will be a lower speed than currently)

RH1978
Investigator
Investigator
I  recently visited a store to take a new contract for my broadband, as I was out of contract. I was on a 'Fibre Max Broadband 100 without landline' plan, apparently not available anymore, and was encouraged to take a 'Fibre 67 Essentials' plan. My understanding was that this would give me service of an equal or better standard. The representative told me it was the best package for my area. I'm now waiting for my new router (Smart Hub Plus) to be delivered, but when looking through the documentation, I note that my former arrangement gave me "Average download speed 145Mb/s" (and a speed test verifies this), but the new contract says "Your guaranteed download speed is: 59.6Mbps". I'm concerned that this will mean that the speed will not be equal or better, but instead will be dropping when the new contract term begins after I install the new router. Could I have been mis-sold an incorrect package? Or even though I've been sold a package with this lower average speed, is it possible I will still get the same speed as now?
21 REPLIES 21
XRaySpeX
EE Community Star
EE Community Star

Yes, the only way to to be sure of keeping your existing product, esp. when that product has been withdrawn from new sale, is to leave it well alone & don't touch a thing.

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

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
Chris_B
EE Community Star
EE Community Star

@RH1978  I’m on the same package that you’re changing over too.  I don’t have any problems with it.    4K streaming. Multiple devices connected at the same time.   I’ve had this speed for around 4 years now, old EE BB and now New EE BB.

  No problems at all.  

The reason the online upgrade didn’t work is because you can not upgrade online from legacy EE to New EE BB.    You could have called customer support though.   

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.