EE recently agreed to upgrade me from 900Mbps to 1.6Gbps. They now offer digital voice with 1.6Gbps.
I was offered the takeover method which is generally only offered to customers with a high monthly spend with mobiles etc, or those who haven't upgraded for a long time. To my knowledge a normal upgrade path is still not available to the 1.6Gbps speed.
This involves pretending you are a new customer taking over your old account. So if you do this, don't worry when you get emails saying your broadband is being taken over by someone else.
A date must be arranged for an Openreach engineer. They will replace the ONT box that the fibre connects to , with a new one that has a faster LAN port. The original ONT only has a 1GB LAN port.
You will also have to send back ALL of your equipment that is EE or BT branded and you will receive all new equipment as you are a new customer effectively. Accordingly I received a Smart Hub Pro with WiFi 7 and all 2.5Gbps LAN ports 2 days before the engineer visit.
There were no interruptions to service. The open reach engineer came , swapped the ONT, called someone to activate it, and within 2 minutes it was all up and running at the new speed.
My first WiFi test went straight to 1.4Gbps although I have seen 1.7Gbps over WiFi since!
The Digital Voice worked immediately. However it was a new number. This is expected. The old number can only be transferred after the old account is shutdown for a few days. The old account may not shutdown automatically, and may need manual intervention.
After my old account was shutdown, my old number was reinstated successfully.
Note1: EE TV is still not compatible with 1.6Gbps service.
Note2: My upload speed never improved from the 113Mbps I used to get. I believe it should increment by 5Mbps. It seems to be stuck but not worth worrying about.
Note3: Your will need help afterwards deleting your old online/app account especially if you have mobile phones as it won't offer the combo discounted rates unless they all show together under one EE ID. This took an extra call to EE to sort out.
Special Note: This experience was a bit bumpy in places but successful in the end! I absolutely must say that the EE folks I spoke to were all awesome. I have managed support teams for many years in my career and I have been truly blown away by the positive, can-do, and helpful attitude of the EE customer service teams. A particular shout out must go to the team in Dublin who were truly outstanding, keeping me updated every step of the way.
