Problems with upgrading to 1.6Gbit - new account needed just for a regrade of BB

[allamavortex]

Hello all,

1. I have called CS a few times and despite some of them being really good, I still don't know what's going on or the full truth.The short version is:
2. I was a BT broadband customer, BT & EE do this merge or whatever.
3. I see a good offer from EE if I 'migrate' to them. I place the order, but I was only able to move over at the 900mbit package, but was told I could later change to 1.6Gbit - supposedly some sort of limitations when moving from BT to EE.
   I checked the app a few weeks after to try and regrade to the 1.6 package - nothing there.
4.  Time went on, I forgot about it until this week. I called to try and place the order.
5. An order was placed, only the person didn't put me onto the 1.6Gbit package, she just regraded me onto the identical speed, but with the enhanced wifi and the little mobile modem you get in case your services goes down.
6. I called back after a couple days (when I had realised what she had done). The call handler said I can get the 1.6Gbit package (the line supports it, I've checked) BUT I would need to setup a new account. I had to give her another email address, and go through a credit check. I thought this was odd, but went on with it anyway and was given an engineer date of 14/07 to change the OR modem.
7. A few minutes after that call ended I received two sets of texts, one meant for me current account, and one for my new account.
8. The account to (this) account said "Someone has applied to take over your line as of the 01/08/2025
9. The next text was to my "new" account saying that my engineers appointment was booked for 01/08/2025.
10. I called back, but as it was a new order, what they could see was VERY limited and said I would need to call back again.

I used to work in BT, I did everything from customer service to sales & retention working the phones, and eventually offline as a manager. It was some time ago, but we NEVER had to make a new account for a simple regrade of a broadband package, although some did this because a new customer sign up meant more bonus, than a simple contract change/retention. 

Just to clarify, I am not accusing anyone of doing anything wrong, it just all felt, and still does feel a bit odd.

Has anyone else gone from the 900mbit package to the 1.6Gbit package and also had to make a new account? e.g. is it the standard practice, or was your account just upgraded, without the need to open a brand new account, with a hard credit check?

I hope this makes sense, I tried to cut it down to the important elements, but apologies for the length.

I work from home and CANNOT afford for my BB to just go offline.

Would love to hear from anyone who has also tried to do this upgrade, or can confirm whether or not this is normal, or there's been some questionable actions going on?

[Matt_124 · Accepted solution]

Unfortunately the 1.6Gb plans are on a different tech stack/ordering and billing system than the other plans up to and including 900 Mbps.

This means that they are only available to customers joining EE for a new connection with no existing relationship to either EE or BT and not available for upgrades ("Regrades").

Important to note that they are currently set up as closed "Bundles", as opposed to a speed tier which follows the typical naming conventions of "Essentials, All Rounder and Full Works" and means certain additional products cannot be taken alongside them.

There has been talk about integrating these plans into the usual tiers for the better part of a year and a half, but has not yet been done, despite "helpful" Guides making false promises that it can be done by a specific date.

Up until recently Digital Home Phone was not available on these plans, and EE TV still isn't, but it looks like work is being done to eventually get there. All likely linked to the different systems.

By placing a new order in this way and a line takeover, it could result in downtime as Openreach will likely have to attend to install a new 2.5Gb capable ONT and it may also result in Early Termination Charges for your existing plan unless the Guide has taken steps to avoid these being raised.

It isn't a supported journey officially by EE, and possibly outside of policy for the Guide to place an order in this way, so there may be issues along the way as a result.

[allamavortex]

Thanks for the clarification.

We discussed the charges, and I was told as it's an upgrade there wouldn't be any. I will double check now that you've mentioned it though!

In my opinion, it would be harsh to not allow a person to change their package to a more expensive one due to a limitation. e.g I could move from 150-300 (arbitrary figures) without penalty, and the only reason I can't do this 'upgrade' is a system limitation which is far outside of my control. The desire for the 1.6Gbit package was the only real desire for migrating from BT, which should also be on the recorded call where I was told I could upgrade to the 1.6 plan then.

Thanks for the heads up though, as I know these things happen and it can be a PITA to sort out.

The ONT is just the Openreach modem isn't it?

In terms of down time, a day or part of a day isn't an issue, but it being off for any longer would be a problem.

I was advised to call again today as the appointment I was given was the 14th July, but the email said the 1st of August. I won't be in the country then so hopefully I can get on the phone now and sort it oout.

Appreciate you taking the time to explain this.