10-05-2024 08:09 AM
Good morning everyone, hope you're well. I hope some helpful Moderator can help me as I’ve been going in circles since April 4. I had received an email to explain my BT Halo 3 900 contract was ending on May 17 and to consider joining new EE. So I called BT retention team and they told me they couldn’t upgrade me on the phone and after verifying with a manager they advised me to place the order on the EE website which I did so that EE would take over the line and then the BT would terminate and I would receive a final bill. To be 100% sure I also called the EE next gen team and they confirmed to proceed this way. Then I received the EE Smart hub, one extender and then the openreach engineer came to install the new Nokia small wan router. But the line wasn’t provisioned and was told to wait 2 days. That was 2 weeks ago and I’ve been calling for updates queuing for ages to be promised I would receive a call back so many times and none was calling me back. Then I found a wonderful guide (the only one to actually call or email me back) this week who revealed the following info from openreach which I copy and paste and which contradicts what happened to some other BT users who were able to upgrade to EE busiest bundle without having to terminate their BT service first and be without a service. Can a Moderator please assist me as I’m so frustrated, I’ve made so many calls and this situation is not resolved despite having all the EE hrdware correctly set up and ready to work. Thanks in advance for your time
i copy and paste the email from the helpful Guide:
10-05-2024 03:26 PM
Hi @gdf1 I'm sorry to hear of your experience trying to change to the EE busiest bundle.
I'm afraid that existing BT customers are not currently able to move to this package with EE.
These orders are solely dealt with by the next gen team and I can see you've already been in contact with them and they've explained the situation. A mod would only refer the case to them and we wouldn't be able to provide any different advice to that given to you already by them.
Thanks
John
10-05-2024 04:16 PM
Hi John,
thanks a lot for your reply
Giovanni