Phone Service above 1Gbps and also using Smart Hub Pro and Smart WiFi Pro

[MichaelW901]

We have recently been notified by Openreach that we now have access to Ultrafast Broadband with availability of 1.6 Gbps from EE.   We have also been notified by Virgin Media that we now have access to Ultrafast Broadband with availability of 2.0 Gbps from them  We have 2 connectorised block terminals (CBT), one from each company, on 2 separate telegraph poles within 60 feet of our home in Norfolk.

We want to maintain our landline and keep our existing number, the other thing to say is that we have no need for speeds of 1.0Gbps +, I just want to future proof and if it is available and we can afford it, why not.

The issue is the provision of a phone line.  Virgin Media (VM) tell me that in my area they have a contractual agreement with BT/Openreach (BT/OR) that VM cannot provide a phone service, this is apparently part of the agreement that allows VM to use BT/OR infrastructure (the telegraph pole).  In other areas VM can provide phone service but not here.

I investigated the 1.6 Gbps service from EE, after much toing and froing with EE technical and sales staff it appears that because of a technical limitation (that no-one can explain) EE cannot provide a telephone service for any speed about 1.0Gbps.  So 900 Mbps is fine but nothing above that.

So I have "resigned" myself to the 900 Mbps service but with the Smart Hub Pro and and possibly the Smart WiFi Pro.

But then it occurred to me that perhaps the issue with the phone service is caused with the Smart Hub Pro, which of course is standard with the 1.6Gbps plan?

So after that long pre-amble my question is there anyone amongst this community who does have the 900 Mbps plan with the Smart Hub Pro who successfully transferred their old number from BT and whose phone is working?  From my many phone conversations with both EE technical and sales staff I have had lot of "oh yes it SHOULD work" but have found no-one who has personal experience of it working!  I am hoping that there is someone here who has had that experience and can help me make an informed decision. 

Also does anyone know why the 1.6Gbps plan does not work with a phone line?

Thanks in anticipation for any and all assistance

Happy New Year

Michael

[MichaelW901]

@Matt_124  Thank you for this.  Also, It is great to hear that it did work with a  DECT phone as we have a BT Advanced phone  system (not the Alexa one) which I hope to be able to use. 

With regard to the 1.6 Gbps Plan it specifically says after you select it as an option "A home phone service is not available with your plan"  whereas with the 900 Mbps and lower plans there is an option to select which phone service you want.

Again thanks for you help.

[Matt_124]

Yep that's it, it's an EE limitation that they can hopefully get figured out in the future.

They (the Busiest Home Bundle and Broadband Made For Gamers packages) are currently fixed bundles of addons with no ability to add any features to them.

Hopefully if/when 1.6Gb rolls out as a standard package it can then have DV and TV added to it.

[MichaelW901]

@Matt_124  Matt do you know whether, if I order the Smart Hub Pro as an addition to the 900 Mbps Plan (I know there is an extra cost)  I also get the Smart Hub Plus as part of the standard 900 Mbps Plan?  or do they not send the Plus and replace it with the Pro?

[Matt_124]

@MichaelW901 It's one or the other essentially, even if you upgrade to the Smart Hub Pro later by adding the £10pm bundle, you will be requested to return the Smart Hub Plus.

When you order the Smart Hub Pro you also get the Smart WiFi Pro extender along with it.

[JimM11]

@MichaelW901 If you do it all at the time off ordering, then you should only get the Pro and one Smart wireless device, the Plus would be cancelled and replaced with your addon, will save you postage cost's of having double units etc.

You may even be able to negotiate a better price and save some money with the addon. You never know until you try.

[MichaelW901]

@Matt_124 @JimM11  Thank you for your replies.  I just wanted to update you with my current situation, Jim, I had a wry smile on my face when I read " You may even be able to negotiate a better price and save some money with the addon. You never know until you try."    I have spent much of this morning on the phone to EE firstly to their Technical department in Ireland  and then to their sales department in Glasgow.  I had decided to go with the 900 Mbps plan which is currently on the EE website is £44.99 pm  with the Pro for an additional £10 pm and Unlimited UK calls for £18 pm, for a total of £72.99 pm. 

The technical guy told me that his manager had told him that I should get a better price than the web prices as my contract with BT expires in 3 days (09/01/2025).  So he passed me over to the "loyalty" department and he explained to them what my situation was.  So after going through what I wanted I was quoted a price of £91.00 pm an increase of 24.67% over what is quoted on the web site.  The "loyalty" person said that was the best she could do, but would sweeten the deal by giving me the 1st month free!

I was astounded as I had been all the way through the process on the website right up to the final accepting the offer and at no stage did the £72.99 pm price change and I can see nowhere on the website where is says new customers only.  I did not want to proceed on the web site as I saw no confirmation about retaining my existing land line number.  I had to put in my telephone number so they could have checked that I was/am a BT customer from that.  This is especially galling as I have been a BT customer for 25+ years and I have never been an EE customer, but apparently that does not matter.

So I have halted all proceedings for now, as I feel conned and I do not like being conned. 

Because I am a BT Halo 3 customer apparently I can let my contract cease and can continue out of contract with no price increases.

So much for loyalty!

Michael

[JimM11]

@MichaelW901 Just went and checked out the proposed as you did, and came to the exact same figures you have, £72.99 as you correctly put, and obvious not sure when they ask for the Landline number or keep existing, so loyalty dept must be having a laugh and where they pluck the £91.00 from would Guess full price, no discount etc.

As they say on the old BT add, let your fingers do the walking and move now, unless your BT Halo keeps you at a reasonable price going forward, and they don't gazump you 12 months later... More than likely staying with BT your phone will just work and work and work, Keeping your BT Smarthub 2 and spending a little on a good mesh will get you up to the same spec if you wish to look at that, £240 is the addon so anything to that is a positive. 

And when you buy it it's yours to keep for ever and ever you do not have to give it back....

[MichaelW901]

@JimM11  .  My only issue is that we are currently on  FFTC giving speeds of 60 down and 12 or so up.  I have promised myself that as soon as FTTP became available, and it has been a long wait, I would go for it. 

But as I said I do not like feeling like I am being conned.  So I am going to look around, perhaps write to the CEOs of BT and EE to express my dissatisfaction, not that I think it will do any good, but as you said earlier "You never know until you try"

Regards

Michael

[JimM11]

@MichaelW901 Until all off your devices are Wi-Fi 7 ready, it is just a waste off money, speed is speed, but your 900Mb/s is the pipe that it all has to go down, So a couple of Asus XT8's wi-fi 6 about £330 for a pair or anything like that and trust me you will never look back....

[JimM11]

@MichaelW901 Sorry forgot about your fttc to fttp, and now they have you by the short and curly's when you need to upgrade then for sure EE bound you will be....