I'm hoping mainly to hear if anyone else has come across this before when upgrading, seeing if this is just normal practice and if I just need to wait until Black Friday period is over.
I got my "renew now, secure your benefits" broadband upgrade email through from EE last week, finally got round a couple of days ago to having a look at my account to see what offers there were (since the contract doesn't end until Feb I figured no rush) and found an upgrade I liked the look of.
I am on the full fibre essentials plan, and had the usual upgrades showing (with extras I wouldn't use) but also actual upgrades to the new hub and speeds which looked really interesting. I left it again, thinking there wasn't any rush and I can have a proper check through the different options, then yesterday checked again to see just the ones for the speed I already have and keeping the same hub, with the fastest ones gone.
Thinking it was just the page being weird (as it was signing me out and having issues, which is just normal it seems) so I left it until today to try again - gone back onto my offers and its exactly the same.
The only way to see these options at all now is to sign out and view them as though I'm a new customer.
Been on with support, who just said the options I can see now are my only upgrades, and that the better speeds just aren't available except for new customers as they are on offer and I can't have the offer.
Explained a few times, its not the offer to new customers that I want, I just want to be able to upgrade to the plan at the price I could see when I first checked or whatever it is for existing customers now. Essentially, an actual upgrade that's now available and advertised all over the homepage.
I was told it just isn't available full stop for my account (but, as a new customer it is fine so not an issue with my location or anything) and what I have is the best I can get as an existing customer.
I was asked if I wanted to "upgrade" now, to the same plan (for £4 more a month) and tie in for another 24 month. So be locked at the same speed and extras, unable to upgrade or move until the end of a new contract, and also pay more while I still have around 3 months left at my current price.
I'm just confused as to why there isn't some sort of setup for existing customers AND new customers to run at the same time, and it looks like because the sales have started the system can't cope with providing an upgrade offer for existing the way its set up. Though, I don't suddenly see all the mobile upgrade vanishing from my upgrade offers just because they are on offer to new customers in the same way!
Basically, has anyone come across this before and is it just something that happens when sales are on? I guess I just want to know as now I'll need to keep checking just to see if it reappears, with no way of knowing when it will or if it might also then go again during whatever other sales/offers are put on!
Not sure why the set up has been done this way, maybe the uptake is expected to be that big that availability of the new hub will be poor if open to both new and renewing customers, but it just seems like such a poor setup as I don't know if it will come back or I missed it fully, have to mess checking and at this rate, I may as well just cancel if nothing changes by the end of my contract which is getting near now since im in the upgrade period!
