BT broadband full WiFi transfer to EE 1.6gbps

[Stevejo1]

I just ordered EE yesterday  moving from BT .Guy told me once 1600 mb os available you automatically get it my ONT is only 1 gig on the port not the orange 2.5ghz 24 hours later I'm told it's past the point of no return and I can't cancel but they will on Friday what leaves me not able to carry on my month to month with bt as my contract has ended I'm now going to be forced to go to virgin and they won't upgrade.anyone thats transferring its only new customers so other choice is to sit with no broadband for 30 days tell lies on the phone really poor service been with bt year and years to have this crap of essentially the same  company 

[AmIBeingObtuse]

Just got off the phone with EE.


Turns out the upgrades advisor miss sold the plan.

She upgraded me to the exact same gigabit plan I was on with BT.

Just transferred my account over to the EE side of the business and charged
me more per month for the privilege.

Apparently the complaints team are calling me tomorrow to resolve the
issue. Fingers crossed.

Shame they can't just supply a new ONT and upgrade the plan 🤦🏻‍♂️

[Sofaslug]

Hi

Out-of curiosity, did anyone from open reach attwnd your home address to change the little white box inside your home? 

[XRaySpeX]

@Sofaslug : It is only OR who may mess around with the ONT, if that's the "little white box" you mean.

[AmIBeingObtuse]

Well that was the crux of the issue.

I already had a small white ont box from BT 2 years ago when I started my fibre 900 plan. 

When upgrading to EE's 1.6 gig plan on the phone yesterday I asked if I would get a new ONT and she said no.

I knew at that moment something was wrong.

It later transpired she did not upgrade me to the 1.6 gig plan instead simply transferred my account to EE and put me on the exact same one gigabit plan. But charged me more for the privilege.

I have a complaint being dealt with now. The advisor who dealt with my complaint did say it's possible I'm not eligible for the upgrade yet coming from BT but if I was I would definitely have a new ONT installed.