Moved to EE 1.6gbps painful

[Seasider53]

I moved from a full fibre BT package to EE 1.6bbps.  Nearly three weeks and still not working.  EE blame Openreach and vice versa so stuck in the middle. There seems to be no real SLAs by Openreach and EE don't seem to know what Openreach are doing. I'm waiting for an appointment from Openreach but doubt I will get one.  Anyone else got similar problems?  I'm really fed up 🤬😒

[JimM11]

@Seasider53 What's not working with it, you do not say?

[Matt_124]

I believe this is the reason this isn't a supported upgrade path/customer journey.

Moves from BT and EE packages up to and including Full Fibre 900 are usually not meant to be able to take place to the 1.6Gb packages due to the differences in the provision and order management systems. Attempting to do so can cause these kind of frustrations around engineer visits for ONT Installs/Replacements.

These are usually placed as though you are a new customer and not an existing one, hence causing downtime in some cases between the old line stopping and the new product being in place.

[Seasider53]

thanks for the replies

For clarity Jim.  I moved over from BT and as I needed a higher ONT capability Openreach came out fitted and left me with a full service.  I went out and when I came back it was down and has never worked since.  The whole point of my post is no one knows why and therefore it bounces between Openreach and EE.

@Matt_124  that sounds interesting more details please? Are you saying if they give me 900 mbps this will work?   EE have created a new account and this hasn't worked if anything it has set me back.  EE say this is a new provision therefore not a fault even though I say this was done to cure a fault that still exists ie did work and now doesn't - sadly the system says "no"

[Matt_124]

Migrations from BT to EE should be carried out using their internal system for migrations between the 2 brands. Using this system locks out the 1.6Gb packages, but also ensures the transfer is relatively smooth and simply a billing change/change of speed profile almost as if you were regrading on BT.

By EE setting up a new account it has put you outside of the supported processes, as migrations from BT to a 1.6Gb EE product should not yet be possible and orders should not be placed for existing customers as new customers. 

Most lines on Full Fibre will be able to go up to 900 Mbps (with the exception of the rare case of those on lines with kit at the exchange only capable of up to 300 Mbps) on the same ONT, it should only be the 1Gb+ products which require this to be changed.

If you weren't adamant on moving to one of these packages it seems as though a Guide has tried to be 'too helpful' and put you through the wrong process.

[Seasider53]

@Matt_124  sounds like you are suggesting that they need to set up yet another new connection contract with 900mbps as that is the only thing that will work.  Is that correct?  Would I be able to upgrade under the same contract later or on renewal?

Appreciate your advice - what a shambles 

[Matt_124]

I wouldn't say so, at this point i think you'll just have to keep escalating it up the complaints processes and/or raising it as a fault with the service via texting HELP to 66033.

My point was more that a new account should never have been created in that manner and the Guide should have used the approved migration process for your account, unless you as the customer explicitly stated you wanted access to the 1.6Gb package and accepted the advised risks/potential issues of using the unsupported process to achieve this. A situation such as this one should have been mentioned by the Guide as a possible consequence of bypassing the approved process.

[seasider1953]

Yes, hopeless situation.  I could cancel and move I guess and see if another ISP can provide internet I can't see why that wouldn't work.  Famous last words