Long-time EE mobile customers with 3 SIM accounts but we were on BT Fibre and under contract with them until last month.
EE have been trying to sell us broadband for some time now but were unable to actually make it happen until the BT contract ended, understandable and that time came last month.
So we went to the EE shop at the start of the year and sat down with them to discuss options, the deal we ended up with was a faster EE package, a £20 a month discount on one of the SIMs with an upgrade to unlimited data to match the other two and all for the same amount paid to BT previously.
I was happy with that.
They booked an engineer to come out to us to do the swap, I suggested I'd be more than happy to just swap the box over given that's all that was needed but apparently an engineer needed to come, fine, they're the experts.
The time of the appointment came, no engineer.
We rang, apparently the order hadn't been finalised, no engineer was booked, it's fine it would be done that evening, we'll post you an EE router out to come within 48 hours, no engineer is needed. Nothing arrived.
In the meantime the BT contract ended, they sent numerous letters and emails to confirm this and even a plastic bag to post the router to them. When queried with EE they said to keep the BT Hub for now, the connection will stay up, it has, at the BT speed on the expired account.
We got a call from the call centre saying they wanted to update us, after going through security they then placed us on hold for 20 minutes and then cut us off. It seems they didn't do any checking in advance, it was a cold call, we've already spent about an hour on hold on other calls trying to sort this out.
Chased the router again the following day, promised to send another but still couldn't say what was going on and the order wasn't finalised... no sign of router days later.
Popped into another EE shop, the account wouldn't load up properly, apparently there's issues transitioning from one system to another, multiple tablets needed in store but assured the EE contract is now in place but told I might not get the new EE router as the Hub 2 should be fine. I'd like the update for the improved wireless if nothing else and also to replace kit that's a few years old. "Well you might get it, just wait".
We still haven't had any kind of email, text or postal communication to confirm the new broadband deal or to promote any of the EE specific features it brings, we're still very much in BT world as far as I can see.
At the time of the initial order I'd expressed an interest in getting EE TV, was told I couldn't until the broadband was connected, understandable but as of now it's still not connected and the EE TV deals I'd been quoted ended on the 25th of January.
So as of today, nearly a month down the line I'm connected to BT without a contract at the old speed using the same kit and can't get EE TV or the speeds we're now supposedly paying for... nobody in the shop seems to know what's happening, people on the phones also seem to be struggling. Speedtests show "BT" but I suspect that's normal given they're the backbone of all of this anyway but I would like to be moved to a more "EE experience" now.
I'm sure it'll all be sorted out eventually but I just wanted to offer some insight for anyone thinking of swapping to BT to EE in the near future, what should be a seamless process that's due to be the future for all BT broadband customers doesn't seem to be working very well at the present time.
Or maybe it's just us?
