What is the point of the Full Fibre Guarantee?

[stereohaven]

When I moved from BT to EE, I went from a BT Halo 3+ plan to the closest EE equivalent - Full Works: Fibre 67.

Like BT Halo 3+, the Full Works: Fibre 67 plan includes a "Full Fibre Guarantee", which clearly states that I will receive a free upgrade to Full Fibre "as soon as it's available in your area":

Full Fibre Guarantee from the EE app

Now call me old fashioned, but that wording suggests that as soon as it is ready to order locally, EE will be in touch to organise my free upgrade?

It's also almost the same wording as BT used for Halo 3+:

Sounds easy right?

So here I sit, as I have done for the last 4 weeks since Full Fibre was added to the road, watching yet another neighbour on a different ISP have Full Fibre installed (yes I checked with the Openreach engineer), wondering:

Why is it I can order Full Fibre from any other Openreach ISP, or I can even log into EE and "upgrade" to Full Fibre myself, but only at extra cost, by signing up for another 2 years and with the hassle of doing it all?

So, what is the point of this guarantee if there is no proactive service from EE to actually deliver it, and why have I been paying BT Group for a supposedly "premium" service for the last 5 years, to not receive it?

Sure, I could go online and upgrade, signing up for another 2 years, but why should I? I have been paying for a promise and a level of service that you don't seem to bother delivering!  

[Wattone]

i have the same issue full fibre went live in february next door neighbour had a call from sky the week after and up and running within 10 days and she is paying £35 per month for 500mg and i pay £86 for 52mg 

[stereohaven]

That price is horrific for FTTC @Wattone, I would be in my account looking for a new deal ASAP!

[Wattone]

yes i have eetv so bill is over £120 per month i have called up three times to upgrade but price just goes up and when the agent puts the order through it shows an error so goes to back office team who have tried to fix but have failed, raised a cpmplaint received a call on friday to say its been fixed but i just get unable to place an order on the website and app so after 30 years with bt/ee i will be looking for another supplier in september  i just feel so sad that no one cares anymore and the customer has to do all the work when it should be the other way round if sky can do it for my neighbour why cant ee

[XRaySpeX]

What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.

[stereohaven]

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@XRaySpeX wrote:

What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.

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Assuming you are asking me...

BT Wholesale Checker

[stereohaven · Accepted solution]

Just to bring this full circle, I have now received a generic letter from EE telling me I can upgrade as "Full Fibre is now available". 🙄

To confirm, the only advantage I can see to the "Full Fibre Guarantee" I have on FTTC is that, whilst I would have to sign up for another 2 year contract, I would receive kit/services aligned with the "Ultimate" bundle (Wifi Hub 7 Pro, extender Pro, 4G back up etc.), at a price/speed that would (even after 2 years of price increases), be cheaper than current pricing for new customers. 

So, I either regrade now, wait until my current contract expires and see what is on offer for renewal, or wait and leave. That Wifi 7 Pro kit is tempting though. 

[JimM11]

@stereohaven Only thing i can add for you is that the Full Fibre connection was Rock solid, but i did settle from the FTTC at 40/10Mb/s speeds on the old copper, and moved to the EE FF500 package, was Essentials and using the EE Smart Hub 6+ at the time, so was a straight Fibre install and switch of the cable from VDSL to the Ethernet connection. 

Struggled a little with the 40Mb/s down speed and throughput bandwidth, the FF500 throttled but to no lower than 200Mb/s was the deciding factor, have seen it down at those speeds when the OR network get's real busy, but the Home has all it needs to keep everyone happy and getting the needed, daughter is the main one with 4K HD movies streaming, those can suck bandwidth up quickly never mind the PS5 must have the latest download getting done.

No point in having the EE Pro hub, unless you are pushing the limits with a FF from EE on there 1.6Gb/s package at all.

No issues at all with the service.

[stereohaven]

Good to know, thanks @JimM11 👍🏻

[JimM11]

@stereohaven Little foot note, have since moved twice since FF connection, on sky zero issues at all, now on vodafone no issues with the FF connection, but they have dropped the ball with the DV Digital Voice landline connection equivalent as they call it, 3 months now and not sorted out, VF seem hopeful me not so much, just about to give up on the Landline Phone side, last call 2 weeks ok were back on it again ugh, ok will be sorted soon and how long is a piece off string..... May need that to attach a can old school method!