topic Re: Moving from BT to new EE in TV

Moving from BT to new EE

LivinThing — Sun, 11 Feb 2024 17:40:32 GMT

I’ve been watching the various posts on here about the can we / can’t we transfer from BT to New EE. I was interested in getting the Apple TV and New Hub as well as the mobile benefits.

I noticed last week that all the problems should have been resolved and we should be able to order, so promptly rang. I got all the way through ordering with one person who then couldn’t go any further because the system wouldn’t offer me Hybrid Connect (we already have it) and he said he would ring me back at 1300 today (no call). So I’ve just rung again this evening and apparently the TV option isn’t possible again and I’m booked in for another call back on the 16th.

Seriously EE/BT, this is just ridiculous now. It’s a half baked launch and a complete waste of customers time. If it’s that difficult to sort your systems out, you have probably made them far too complicated. When it comes to renewal, you’ve just given me a reason to rethink. Has anyone who is/was with BT managed to successfully transfer to New EE?

Re: Moving from BT to new EE

DarrenDev — Sun, 11 Feb 2024 17:46:43 GMT

Sorry you've had this poor experience today. EE TV is fully launched, so I'll need to find out who you spoke to today to find out why they haven't been trained. Could you please email me at tv.apps@bt.com with your account number?

I'll also try to find out if there's a problem with Hybrid Connect.

Re: Moving from BT to new EE

LivinThing — Sun, 11 Feb 2024 17:56:35 GMT

Thank you, email sent.

Re: Moving from BT to new EE

GosforthUK — Mon, 12 Feb 2024 03:00:08 GMT

@DarrenDev when You mention "EE TV is fully launched" do You mean, also for 1.6 Gbps package on new EE Broadband?

Because it seems not 🙂 at least from few Guides perspective 🙂

Also, I getting conflicted info about the option to order "Hybrid Connect" for it. Mostly "most possible" and sometimes "we will call you back" 🙂 but never steps to part as it's ordered, because it's not possible as it's looks 🙂

Re: Moving from BT to new EE

DarrenDev — Mon, 12 Feb 2024 18:18:28 GMT

Yes - TV on any of the new EE broadband packages, including 1.6Gbps, regardless of who your current broadband/TV provider are.

I'm not aware of any issues with Hybrid Connect, but as I work in TV, I don't hear so much from that side of things. I have put out a few enquiries though, as it obviously could cause issues for many TV customers.

Re: Moving from BT to new EE

LivinThing — Mon, 12 Feb 2024 18:34:15 GMT

Should I call again?

Re: Moving from BT to new EE

DarrenDev — Mon, 12 Feb 2024 18:35:57 GMT

If Hybrid Connect is important to you, then I'd hold off for now - just until I get an answer on why it appears to be blocking orders.

Re: Moving from BT to new EE

LivinThing — Mon, 12 Feb 2024 19:00:32 GMT

Thanks. I’ll hold off, hybrid connect has been very useful round here.

Re: Moving from BT to new EE

GosforthUK — Wed, 21 Feb 2024 00:53:51 GMT

@DarrenDev just heads up for You...

Guides on 150 yesterday:

It's not possible to order EE TV with 1.6 Gbps BB

It's not possible to order Hybrid Connect with 1.6 Gbps BB

It will be possible at end of the March...

That said, no, it's still no possible to order EE TV, it's a paradox, whilst this was migrated from BT TV to EE TV and rebranded on 6th December 2023, and as such, as EE product, it's not possible to have it on EE account.

Also, Hybrid Connect - working just fine with EE Smart Hub Plus, I tested it, before I sent the device back to BT, when moved from BT to EE. Don't see any reason, why should be not available for 1.6 Gbps package either...

Re: Moving from BT to new EE

F8talfury — Thu, 22 Feb 2024 07:47:36 GMT

If anyone has a smart hybrid connect there’s a gotcha with some orders it seems, if the activation of the smart hybrid isn’t reported in the backend systems the order for the hybrid won’t close properly and it seems it can hold up new orders etc. also be careful when the return is raised for the old bt hybrid, with mine it not only deactivated the old one but my smart hybrid connect as well (sim in it got nuked). The TMC team had to sort a replacement device and get the orders all manually closed. The migrations are just a mess all round it seems.

Re: Moving from BT to new EE

LivinThing — Thu, 22 Feb 2024 09:59:54 GMT

That will explain why I haven’t had a call back yet then. When I was last on the phone to them, it wasn’t even coming up as an option to order.

Re: Moving from BT to new EE

DarrenDev — Thu, 22 Feb 2024 13:27:11 GMT

Finally found someone with answers.

1.6Gbps orders go via a different system that isn't currently capable of including TV orders - so it's not possible to order EE TV on a 1.6Gbps line. It's likely to be at least a couple of months before this changes.

We're not aware of any reason why Hybrid cannot be included with an EE TV order though - as long as you're not ordering 1.6Gbps. Could someone who has tried this please email me at tv.apps@ee.co.uk with your account number, and I'll try to trace through why it was rejected.

Re: Moving from BT to new EE

LivinThing — Thu, 29 Feb 2024 19:41:08 GMT

I’ve just upgraded and got the new Apple TV 4K box.
However it’s all gone wrong on the Broadband side. No Hybrid Connect. And that just as we were finishing he dropped in no new router either. He tried claiming there was no difference between the new router and the BT Smart Hub 2.
I’m told that once it’s all active I can then ring up and get the new router and Hybrid Connect. Why is this so difficult?

Re: Moving from BT to new EE

GosforthUK — Fri, 01 Mar 2024 01:34:35 GMT

@LivinThing not entirely sure, if they dropped the supply of EE Smart Hub (not plus) which was EE choice for lower BB tiers, and only for FF900 and 1.6 Gbps package was supplied new EE Smart Hub Plus (SH31B)...

If You have, say 500 Mbps tier, and they still aim to supply a non-plus version of EE hub, then YES, that router is essentially SAME as BT SH2, just in a different enclosure (and perhaps WiFi 5 only)... This is little bit a funny, because BT SH2 is hardly capable to deal even with FF500, not alone with FF900 🙂

Re: Moving from BT to new EE

GosforthUK — Fri, 01 Mar 2024 01:37:43 GMT

That's little sad @DarrenDev whilst:

- I was told back in December, as it will be available no later than with new year - obviously not happened

- I was told last week, that it will be available in March, and I should call them then... And You now mention a couple of months...

My 1.6 Gbps package is running nicely, and I am happy about that, but all that chaos and not readiness around? Little rushed than, especially when Guides itself, apart Belfast "next Gen" people aren't even able to provide any reliable info...

Re: Moving from BT to new EE

LivinThing — Fri, 01 Mar 2024 07:41:24 GMT

I wish we had a FTTH product, alas max we can get is 35mb. that’s why the Hybrid Connect is so valuable, the line does drop regularly.
I was more concerned that the operator was adamant that the EE Smart Hub Plus was exactly the same internally as the BT Smart Hub 2. I explained that EE SHP was Wifi6 and the BT SHT was 5. Even recommended he google it.
So now I’ve moved over to new EE, but I’m paying the same as before and potentially getting less features. I’m not convinced this is going to work.

Feels like I’ve been sold magic beans!

Re: Moving from BT to new EE

DarrenDev — Fri, 01 Mar 2024 11:39:57 GMT

@LivinThing at your line speed, you're not going to see any benefit from the new router anyway? My understanding is that they'll only send you an EE SH2 - i.e. the same as what you have, but with the EE branded case.

I can see on your call notes that there was a system fault that prevented the Hybrid Connect order. I'll try to find out why, but I can see that they've recommended you call back after your order fully completes on March 5th.

Re: Moving from BT to new EE

LivinThing — Fri, 01 Mar 2024 12:02:44 GMT

WiFi 6 is definitely beneficial in a house full of WiFi 6 compatible devices, even if it doesn’t make much if any difference to the broadband speeds.

https://www.popsci.com/technology/wifi-5-vs-wifi-6/#:~:text=While%20WiFi%205%20had%20a,5%20and%20WiFi%204%20devices.

Re: Moving from BT to new EE

GosforthUK — Sat, 02 Mar 2024 00:33:37 GMT

@LivinThing You are right, in terms, of WiFi 6 could be an advantage over WiFi 5, even Broadband end (WAN) isn't such speed, especially, if You have heavy traffic INSIDE Your LAN, between devices connected to it.

BUT, if You have very heavy traffic inside the network, it's more beneficial to hard wire as many as possible devices, and take control over the flow of traffic, for example, if You have 2 NAS storages, and Your PCs use them a lot, it's better have them on Wire, where possible, not on WiFi, and have set rules for traffic, to not bother WiFi part, as much as possible...

Obviously, an advantage of the new EE Smart Hub Plus (2023) is also availability of 160 Mhz channels, as well as DFS portion of WiFi 5GHz-II and 5GHz-III bands, which, paired with compatible devices could benefit You greatly.

Sadly, if You are not on Full fibre (FTTC or FTTP) there is at present really not supplied new SH31B router, just "rebranded" BT SH2, and therefore, there is no need to upgrade it, from EE point of View.

You always could ask them, if this will be possible, but I guessing, the answer will be no. As long as they operate SH2 (or EE rebrand of it), and giving it away to new customers, they will not really be willing to make exceptions, especially on suchlower package.

At present, the only viable option is a third-party router, but that might be limited, in terms of your exact product.

Re: Moving from BT to new EE

F8talfury — Sat, 02 Mar 2024 00:57:38 GMT

@LivinThing have a look at the product marketing for the product you moved to. As an example I moved from BT halo3 to EE fullworks76, (so like for like) All my kit was replaced with the EE equivalents the wifi 6 definitely helps (but the firmwares a little flakey). My original Bt account was closed (and got the return request for the BT Kit). If your within the 14 day period you can always go back to the original product and if you paying more for the new product and not getting the benefit I'd definitely consider it. Just be warned I have seen posts from people who had issue going back to the old product (even in the cooling off period)

Just my opinion but the whole new EE broadband launch has been a joke especially for anyone they are pushing to migrate, and if you ring and have an account problem make sure you mention its NEW EE broadband, the teams still seem to be fragmented and the phone system routes you to guides who aren't yet able to help and you'll have to be transferred.

I will say though when it works it is good, just a shame poor backend systems & implementation have let it all down.