by davpreec Established Contributor
Established Contributor

Cant upgrade my fibre online

Hi my contract for standard fibre contract is up at the end of the month and i would like to upgrade to fibre plus but everytime i click to change my plan online it says it cant be done and to give EE a call. Cant i just upgrade my plan online without having to make a phone call?

 

Thanks

Dave

1 SOLUTION

Accepted Solutions
by Grand Master
Grand Master
Solution

Re: Cant upgrade my fibre online

You know that standard Fibre is capped at 40/10 Meg? So you won't gain any download speed from Fibre+ but will on the upload. That could be the reason EE won't upgrade you.

 

What does BT Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number, use the Address Checker, not the Postcode Checker.

 

 

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC

View solution in original post

13 REPLIES 13
by Grand Master
Grand Master

Re: Cant upgrade my fibre online

What speed you getting from standard Fibre? 

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by davpreec Established Contributor
Established Contributor

Re: Cant upgrade my fibre online

Around 30mb download and 10mb upload 

by Grand Master
Grand Master
Solution

Re: Cant upgrade my fibre online

You know that standard Fibre is capped at 40/10 Meg? So you won't gain any download speed from Fibre+ but will on the upload. That could be the reason EE won't upgrade you.

 

What does BT Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number, use the Address Checker, not the Postcode Checker.

 

 

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC

View solution in original post

by davpreec Established Contributor
Established Contributor

Re: Cant upgrade my fibre online

Ok just checked it and it says downstream line rate 80 high 79 low downstream 20 high 19 low

Downstream handback threshold 75.9

And thanks for the replys 

 

Also it says on the EE speed check that my recommended is fibre plus speeds but when i click to change my plan it always comes up with an error on the site and says to phone them. I dont know why

by Grand Master
Grand Master

Re: Cant upgrade my fibre online

If that's the case you should be getting 40 Meg down now,

 

Post your full router stats.

For a BrightBox: login and go to Advanced Settings/ System/ DSL Status. Also post 'System Uptime' from top of System Log page.

For a SmartHub: login and go to Advanced Settings/ Technical Log/ Information.

Full router stats are key to any speed & connection issues.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by davpreec Established Contributor
Established Contributor

Re: Cant upgrade my fibre online

Ok thanks for the help i just did a speed test posted results below

by Grand Master
Grand Master

Re: Cant upgrade my fibre online

Can't see it. You need to give the full link of the results.

 

Better still try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

Please also get the router stats I asked for earlier. They are what all line speed estimates are about, not speedtests.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by davpreec Established Contributor
Established Contributor

Re: Cant upgrade my fibre online

Ok sorry my bad im using wired connection here is the results https://www.speedtest.net/result/8851570155

 

And https://www.thinkbroadband.com/speedtest/1576264353329511955

by davpreec Established Contributor
Established Contributor

Re: Cant upgrade my fibre online

Edit - All sorted now just phoned and upgraded the guy i talked to was super helpful and nice. Thanks you can close this thread now 🙂

Highlighted
by Grand Master
Grand Master

Re: Cant upgrade my fibre online

It's for you to close.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by
EE Community Support Team

Re: Cant upgrade my fibre online

Glad this is all sorted @davpreec

 

Come back to the community anytime.

 

Leanne 🙂

by davpreec Established Contributor
Established Contributor

Re: Cant upgrade my fibre online

No problem and thanks again all 🙂

by Grand Master
Grand Master

Re: Cant upgrade my fibre online

Thanks! You're welcome 🙂 ! Glad I could be of assistance & it is now sorted.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC

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