Upgrading to 1.6gb from 900mbps

[Colesey]

Having read it is now possible to get 1.6gbs package with EE TV, I was wondering if anyone has been able to upgrade from a lower broadband tier to 1.6gb while keeping their existing EE TV plan?

[Reign_in_Beard]

I just tried this, as I saw on Reddit someone claiming to be a EE call centre staff member, said they did one last week. I wanted an upgrade, original agent said | couldn't do it. Passed to someone else who said they could if they set me up as a new customer using a different email address. Tried to, broadband was fine, as soon as they tried adding the TV package the Orbit order system gave an error message and they couldn't proceed. The agent from Reddit said they did it via orbit last week. The agent I spoke to said they would pass it on to see if the error message could be overridden, as they were told over Christmas it was now possible. Not holding my breath.

[Colesey]

Blimey does sound like one hell of a mess.

Do keep me informed with how you get on! Hopefully a positive outcome so others can do the same! 

[mike63uk]

Any updates?

[Reign_in_Beard]

Yes. I have it. When I phoned someone I spoke to said it wasn’t possible. They put me through to someone else who said it wasn’t possible. Although they said they would get someone to phone me if it could be sorted out. Got a phone call a few days after that. They set me up as a new customer using a different email address and it all went through. Old service seemed to be running at the same time. So phoned back up and they cancelled the old one. Same TV package, had to phone back and get the HD package put back on. Other than that all good.

Ordered on 13 Jan, openreach put new ONT in and it went live on 2 Feb.

[DarrenDev]

The ordering systems are still being upgraded.

The flow to add TV to 1.6Gbps broadband is now enabled.  i.e. it's possible to add a TV subscription to the new ordering system (which 1.6Gbps accounts are on).

It's currently NOT possible to order 1.6Gbps broadband when you have 900Mbps + TV. This is because there's currently no process to migrate an account from the old system to the new one. The only way to do it would be to close the current account, and start a new one - this has to be done manually, involving a lot of effort and manual manipulation of accounts/bills. Requests for this should be rejected.

[Ewan15]

@DarrenDev  

"It's currently NOT possible to order 1.6Gbps broadband when you have 900Mbps + TV. This is because there's currently no process to migrate an account from the old system to the new one. The only way to do it would be to close the current account, and start a new one - this has to be done manually, involving a lot of effort and manual manipulation of accounts/bills. Requests for this should be rejected."

This is EEs problem not the customers! Do you really think that is an acceptable response?

[DarrenDev]

It's not a "problem" - simply a service that EE do not currently offer.  Don't be offended if you try to order it, and you're told it's not available.

[Minkey1]

@Ewan15 

With the greatest will in the world, a desire from existing Fibre 900+TV customers to upgrade the 900 to 1.6 will not be unusual. That EE seems unable to accommodate it without a load of manual work (likely to be refused) says more about EE than its customers.

Why *is* so much of EE disjointed? A modern day tech company unable to run joined up systems? Between BB and mobile, I used to think EE operated as 2 companies. I’m beginning to wonder whether 2 understates it🤷🏼

[JimM11]

@Minkey1 LH and RH, but just not on the same body!