Was with BT for a number of years, aside from the odd issue my connection was rock solid and had Halo 3+ 900mbp FTTP, however saw the new EE announcement with the 1.6Gbs speeds and WiFi 6 Hub and thought I'd upgrade. Waited a cople of weeks for the dust to settle and then thought I'd call up and place an order for an 'Upgrade' as prompted on the My BT webpage, and thats when the the fiasco began........
First operative on the phone was that up to speed with the packages and said I couldn't have the 1.6GB speed (although the EE site says I can?), then said I could have the 'Essentials' (00 deal with 3 months free etc, so I went for that and added the smart wifi extenders also, however apparently due to my email address being used on BT is the same as EE it couldnt be completed and had to be escallated and I would get a call next day......the call never came.
So rang up the next day and spoke to another advisor who said I couldn't have the essentials package and had to have the full works package as it had to be an upgrade and more expensive than my BT package......it was only a couple of pounds more and I wanted the updated hub so went ahead with it......again, order had issues with the email and had to be escalated...(by this time overall I had spent in excess of 2 and a half hours on the phone) and would be confrimed the next day.
An email arrived late the next day to confirm the order and that the equipment was being sent out, great! However no Hybrid Connect included for some reason.......called up again, nothing can be done until the equipment has been delivered so to call back then.
Equipment turns up (a day later than promised), no hybrid connect.......I plug it all in and cannot access the broadband tab or wifi controls (states I am not allowed to view the page or there has been an issue). So I call up again and am told that its to do with the switch from BT, they delete my BT ID which didnt fix it and then said the issue needed to go to the offline team to rectify whichcan take up to 5 days to sort, however most are completed in 24 hours (they also say they are going to send me the hybrid connect which was missing and would have it by Tuesday). Waited 3 days, still no update and cannot access the app controls etc and no Hybrid Connect delivery....
So, I call them again......and apparently even though they sent out some of the equipment my order is shown as failed (still says open on my order page), as such the issue was never escalated and the hybrid connect not ordered.
This advisor has said he needed to cancel my order and wait at least 24hours to re order it......I am awaiting a call back on Sunday Morning to arrange the re order, however I am not confident I will get that call or the order will go through
So far a total of almost 5 hours on the phone and no further forward, plus don't actually know who my broadband is with?!
I have used the BT Forum in the past and the mods on there are very good as escalating issues such as these to the correct teams for speedy resolutions.....is it the same on the EE one?
I appreciate that its a new system, but surely someone at EE knows how to rectify these issues and with the push to get BT customers onto EE it should be pretty straight forward.
