Unable to upgrade from 900 to 1.6 Gbps ???

[danieltwigg]

I upgraded my broadband from FTTC 40/10 to the new full fibre. I did it on my phone and didn't scroll across far enough so I missed the 1.6 Gbps so I upgraded to the 900 Mbps tier.

After realising my mistake, I called EE, and I was told there are 2 options, 1) cancel the upgrade, re-order it for 1.6Gbps but risk a delayed install date due it being a new order, or 2) wait until 900 is installed, then simply upgrade it the next day.

So I got it installed on Monday this week, and now when I go to upgrade, there is no 1.6 Gbps available ???

I called EE and was told something along the lines of "it is only available to new customers, not for upgrading customers, but we are planning on rolling this out sometime in summer". Is this true ?

Openreach checker says 1.6 Gbps available, EE website and BT website show the 1.6 Gbps package available for my address, but I am unable to upgrade due to being on the 900 with EE. What's the deal with this!!

I am beyond upset, I raised a complaint about the adviser who told me that I could simply upgrade the day after which was incorrect, but that isn't going to achieve anything.

The guide today said I could potentially cancel my 900 package and then order 1.6 Gbps package but that seems risky to me and I would likely end up with no internet and more anxiety. 

Any advice welcome. Thanks 🙏

[Mustrum]

@danieltwigg   you are not the first to be dissapointed at not being able to upgrade from 900 to 1.6.

There are restrictions with the 1.6Gbps service, such as EE TV or Digital Voice not being available.

Whether the upgrade will be abailable this summer is something only time will tell.

[danieltwigg]

I don't want EE TV or Digital Voice, I just have the standalone Fibre broadband: Essentials: Full Fibre Gigabit

[JimM11]

@danieltwigg And as an now existing customer, think also no upgrades allowed for an extended period and if they will ever let you go to the 1.6Gb/s built for gamers package. You where just not supplied the correct info or partial correct, and have them listen to the recorded call history to see if you have a work around! Within you 14 day cool period, just cancel it all!

[danieltwigg · Accepted solution]

Update - I called EE again and they managed to do it via a "takeover" method. Had to create an account with a different email address to order the 1.6Gbps product.