topic Re: Why is moving from BT to EE such an appalling customer experience? in TV

Why is moving from BT to EE such an appalling customer experience?

elliottjhurst — Sun, 01 Feb 2026 17:43:42 GMT

I recently transferred my home broadband, including TNT Sports from BT Wi-fi to EE.

The first time we tried this, my order was cancelled, but no one could tell me who did this?!? Now and about the fourth attempt to go round the block, I now sit down to watch Liverpool playing Newcastle this evening on my TNT sport which I had with BT and it worked perfectly okay but I now can’t sign in and I can’t use a one time user code to access my Discovery+ account. Is this because I’ve not paid my subscription? No! It’s because I haven’t activated my TNT Sports account via EE!

What activation code? What process? And as all the lazy **bleep** at EE have now gone home, i’ve seen none of this match!

Will I get a refund at all or will they try and charge me for this month, or even try to add a late payment fee?

I will wait with bated breath but I wait with no anticipation or expectation of anything other than more aggravation from the amazingly unsuccessful merger of businesses that is BT/EE.

They are a complete shambles, nearly as bad as Tottenham Hotspur!

Re: Why is moving from BT to EE such an appalling customer experience?

garybs29 — Sun, 01 Feb 2026 03:35:27 GMT

There's really no need for the lazy sewpe they all have famil etc too.

If moved did you not receive an email with all instructions? If not should be able to activate via app/online but then you couldn't have a moan about something not working thatbus self activated

Re: Why is moving from BT to EE such an appalling customer experience?

DarrenDev — Mon, 02 Feb 2026 12:44:45 GMT

@elliottjhurst log into https://ee.co.uk/ and select the button to Start Activation on the Plans & Subscriptions page.

Re: Why is moving from BT to EE such an appalling customer experience?

Profile closed — Mon, 02 Feb 2026 13:36:34 GMT

@elliottjhurst

You have my sympathy - if little practical help. I had issues with each element of BT ➡️ EE; Fibre, SIMs, and TV. Took months to resolve, and then only by emailing CEO level. It was passed to Executive Complaints, and eventually resolved, with compo. I’m left with 3 accounts and 3 bills, compared to the 1 BT account and 1 bill I had before.

BT present it as little more than a re-brand - as they did with the TV logo. It’s anything but. And seems to me to be no more joined-up than a switch from BT to, say, VM.

As a customer observer, EE itself seems to operate as separate businesses, and over reliant on semi-manual processes - staff have to actually press the right button, at the right time. In consequence, stuff doesn’t get done.

If it’s any consolation, everything of ours is working now, though we’ll cancel the TV side when it comes up. We don’t now record anything, and in a little modern stud wall house, the kitchen Mini box continually dropped connection. A cheap Firestick is rock solid 🤷🏼

Fibre and SIMs are OK. It’s an unnecessary complication getting 3 DD’s, but in Broken Britain, is any other provider any better? The temptation is to leave well alone.

Hope you get sorted out 🤞

Re: Why is moving from BT to EE such an appalling customer experience?

Profile closed — Mon, 02 Feb 2026 13:48:27 GMT

@garybs29

Yes. Families mean between BT and EE - THEIR chosen consumer brand - they can’t devise a seamless, as was, transfer.

Never seen anything here about profile issues, linking issues, promised callbacks not happening….. ?

OK.

Re: Why is moving from BT to EE such an appalling customer experience?

derekh1947 — Mon, 20 Apr 2026 09:48:57 GMT

If your a so called export, how come the above link doesn't have a start button,, like everything, missing links..

I've had enough!

Re: Why is moving from BT to EE such an appalling customer experience?

DarrenDev — Mon, 20 Apr 2026 10:17:26 GMT

You don't have a Sport subscription on your EE broadband account @derekh1947 so you'll not see an option there to Start Activation.

If your TNT Sports subscription is through EE Mobile then check the instructions here: https://ee.co.uk/help/tv-sport/tnt-sports/set-up-my-tnt-sports-subscription

Re: Why is moving from BT to EE such an appalling customer experience?

kasia139911 — Sun, 31 May 2026 11:01:51 GMT

BT IS BETTER THEN EE in my opision because ee just dont care about their customers, i had problem with them from the start that BT put me with EE, the customer service just dont care about people at all you tell them one thin and they saying totaly different thin like they dont listen to anyone

Re: Why is moving from BT to EE such an appalling customer experience?

DarrenDev — Sun, 31 May 2026 11:04:31 GMT

They are literally the same people @kasia139911 - the same help desk, the same agents answering the phone, and the same technical support.

Re: Why is moving from BT to EE such an appalling customer experience?

kasia139911 — Sun, 31 May 2026 11:10:12 GMT

ye i had problems to log in or to even pay the bills on EE website and BT was the best they didnt had much problems to be open with every customer they had and now EE tuck over and it the wears experience i ever have in my live i cant do anything on this website, i want to even cancel the XBOX GAME Pass and i cant because is giving u 50 steps to do that even when u search for cancels it is not option to do so so i gone on stupid chat that the AI is coving it all so its not help at all just putting u to some crap u never asked for 👎 not recommend EE to anyone

Re: Why is moving from BT to EE such an appalling customer experience?

kasia139911 — Sun, 31 May 2026 11:11:18 GMT

i dont think so because when i was on BT they was more nicer and more interest in customers

Re: Why is moving from BT to EE such an appalling customer experience?

derekh1947 — Sun, 31 May 2026 12:25:04 GMT

I pushed to combine BT into EE to save confusion,,,,,,

every day, the link with the router for the wi-fi extender drops - I have been caught out so many times and keep getting a notice ''your connection is not secure" just how bad are things getting??? can they possibly get worse? No faith in this any more, when I log in to secure connection I get one password which is quickly over-ridden 10 seconds after with yet another password?????? The equipment is new but like all other 21st technology it belongs in the 19th century, must be some real muppets out there...

Re: Why is moving from BT to EE such an appalling customer experience?

kasia139911 — Sun, 31 May 2026 12:53:51 GMT

i had the same problem