topic Re: BT customer transferred to EE in Mobile Services

BT customer transferred to EE

ps62 — Tue, 11 Apr 2023 18:01:43 GMT

Hello

I recently transferred my mobile phones from BT to EE. I was assured that all of my benefits would be ported over to EE.
l arrived in Spain to and have been hit with a request for roaming charges. My BT account was set up before 2021 and all of the old benefits apply. Please help me with this as I now have a spend cap and can’t call EE!

Re: BT customer transferred to EE

Christopher_G — Wed, 12 Apr 2023 06:48:04 GMT

Hi @ps62

Welcome to the community.

The inclusive EU roaming would only be included if your current EE plan was set up before July 2021. I'm sorry if you have been advised differently.

I would recommend calling our Mobile Care team to discuss this and amend the spend cap, if needed. If you're unable to call from your phone, please call from another EE phone or using a VOiP service, such as Skype.

Chris

Re: BT customer transferred to EE

ps62 — Tue, 18 Apr 2023 16:13:04 GMT

Thanks. I have spoken to the customer care team.

Re: BT customer transferred to EE

Leanne_T — Tue, 18 Apr 2023 16:18:42 GMT

Thanks for letting us know @ps62

Is this now sorted for you?

Leanne.

Re: BT customer transferred to EE

ps62 — Tue, 18 Apr 2023 16:23:23 GMT

Yes- all sorted.

Re: BT customer transferred to EE

Leanne_T — Tue, 18 Apr 2023 16:27:27 GMT

Great news, thanks for the update @ps62

Leanne 🙂

Re: BT customer transferred to EE

Bassman42 — Wed, 21 Jun 2023 12:05:53 GMT

I too had the same situation . I was transferred to ee against my wishes as I was told that bt mobile was moving everyone across and that all our benefits would remain. This is obviously being misled into a detrimental change by the bt sales rep. I was also told that if I cancelled my sim I would incur a penalty charge for leaving early. This is a disgraceful way to treat long serving customers, needless to say I will be leaving ee in a couple of months time.

Re: BT customer transferred to EE

Leanne_T — Wed, 21 Jun 2023 12:13:49 GMT

Hi @Bassman42

I am very sorry to hear this, which benefits have been lost?

Have you spoken to our mobile care team?

Leanne.

Re: BT customer transferred to EE

Bassman42 — Thu, 22 Jun 2023 08:01:17 GMT

Hi Leanne, the main benefit that was lost was the free European roaming. When transferred we were told that all benefits would move across, but when contacting customer services we were told that despite being moved from BT, we were now classified as a "new" account holder and roaming was no longer free.

Re: BT customer transferred to EE

Leanne_T — Thu, 22 Jun 2023 08:51:25 GMT

Hi @Bassman42

I see, do you have an option with your plan to add an inclusive extra on your account?

If so, you can add the Roam Abroad Pass, for full details please see our How do I get the Roam Abroad Pass?, Help page.

Leanne 🙂

Re: BT customer transferred to EE

Bassman42 — Thu, 22 Jun 2023 09:21:58 GMT

Just checked my account. It says that I have an active extra of EU roaming and shows a daily charge, but when clicking on it, it says free. This is confusing. Does it mean that I will not have to pay the daily charge?

Re: BT customer transferred to EE

Leanne_T — Thu, 22 Jun 2023 09:25:29 GMT

Hi @Bassman42

I would suggest giving us a call on 150, the team can check which add-ons are on your account and help you further 🙂

Thanks.

Leanne.

Re: BT customer transferred to EE

XRaySpeX — Thu, 22 Jun 2023 19:20:09 GMT

@Bassman42 : No, the free daily add-on entitles you to use your UK allowances in the UK & be charged $2.29 on every day that you do.

Re: BT customer transferred to EE

Jackoline — Fri, 18 Aug 2023 20:07:31 GMT

I love being part off ee i allways have for the world ad being in control of ee

Re: BT customer transferred to EE

markgc65 — Tue, 14 Jan 2025 01:45:51 GMT

Same here it seems they did it to everyone and it's not good to treat us like this. Broadband switch was just as dodgy too.