New Customers can't join EE TV if still in legacy Fibre package... shocking !!

[LisaN_88]

I'm coming to the end of my Sky Contract, and in the perfect position now to join EE TV as a new paying customer ..but! 

I just called EE and their Sales person (who was advised by her manager) told me I still have 2-3 months left of my EE Fibre package and because the TV is on the new side of EE, and ours is still on the legacy, there is absolutely nothing they can do... and I have to wait till in the remaining 3 months of my contract (Sep 2024) before EE will look into this. When I mentioned this was terrible to the sales lady, she agreed and said they can only follow what they are told to do. 

I don't know who makes up the rules for EE, but this is a terrible business rule / plan. 

I want to join EE as a paying TV customer which equals more money for a min 24 months contract, I will be tied into a new Fibre package, TV package yet they can't do anything until my legacy ends. I may now just see what Sky give me as a deal and just stick with them for a further 24 months, which means EE have lost out, ..and how many other customers are being told this? 

I think this is completely shocking, and something that EE should look into and change pronto, so if any Mods are in comms with EE management, I think this should be highlighted very swiftly ☹️

[DarrenDev]

I have unfortunately had confirmation that it is NOT currently possible to migrate from legacy EE Broadband to New EE Broadband if you have more than 90 days left on your current contract.

Unfortunately the ordering systems involved don't currently give us the flexibility to handle this scenario.  This isn't by design - it's an issue with the older EE ordering system, and we're working hard to find a solution for it.

Regarding other points raised on this thread:

Yes, unfortunately the web site and EE app also have a number of issues with them. The web site currently only supports ordering new EE Broadband on its own, or EE Broadband and TV at the same time - only for a totally new customer.  All other orders (migration from older EE contracts, BT contracts, or adding/changing services) aren't currently supported, and need to be taken over the phone.

This isn't a ploy to upsell - we'd much rather you did everything online, but the systems can't handle it yet.

EE Broadband speeds faster than 900Mbps are on an even newer system, that cannot currently take orders for TV.  All of the above issues should be resolved when we eventually move everything to the newest system - this is due later this year.

[LisaN_88]

Thank you Darren and all

Explains everything so great! 

My Sky package ends soon so will probably just continue as they will no doubt offer me again a ‘unique’ package deal 😂

Maybe in 2 years I’ll try back with EE