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