topic Re: Swapped from BT to EE broadband utter nightmare in Broadband & Landline

Swapped from BT to EE broadband utter nightmare

Snowwolf1 — Fri, 06 Sep 2024 15:58:22 GMT

I called EE as I was out of contract, they gave me a deal but it included changing from BT Halo 3 plus broadband to EE broadband, I kept asking the person doing this that I did not want my home broadband changed in any way, they assured me it will stay exactly the same,

In a couple of days a two returns bags arrived for me to send back my equipment !!!!!! I'm thinking what equipment do I need to send back as no one told me this when they changed me over, I had to call them today to find out what was going on, they said I need to send back my Hybrid router and disc, I am really not happy with all what has gone on to swap me to EE from BT if I had known what they were going to do I would never have gone ahead with all this, its actually making me feel sick,

If anyone else is asked to swap from BT to EE BE VARY AWARE THEY WILL DUPE YOU ONE WAY OR ANOTHER, PLEASE BE VERY CAREFUL PEOPLE

Re: Swapped from BT to EE broadband utter nightmare

edwil — Wed, 11 Sep 2024 12:29:44 GMT

I switched in the past couple of days and got a returns bag today, but they did not say what I should return. Anyone any idea? i'm reluctant to sit with my phone in my hand listening to bad music for yet another hour.

Re: Swapped from BT to EE broadband utter nightmare

Peter_W — Wed, 11 Sep 2024 14:45:18 GMT

Hi @Snowwolf1.

Welcome to the EE Community, and thanks for taking the time to stop by and let us know about this experience too.

We certainly want to make sure the broadband package you've been offered is going to suit all of your needs, and this is never how we'd want you to be left feeling.

Have you received any EE equipment in the post alongside the returns packaging?

Also did you get confirmation of what exactly your package would include?

Peter

Re: Swapped from BT to EE broadband utter nightmare

Peter_W — Wed, 11 Sep 2024 14:46:54 GMT

Hey there @edwil, thanks for reaching out to us about this!

What BT equipment do you have at the moment, and was it mentioned what would be in your new EE package?

Peter

Re: Swapped from BT to EE broadband utter nightmare

edwil — Wed, 11 Sep 2024 15:01:32 GMT

There is no indication of what equipment will be sent or wihat is to be retained. The only things that might be involved that I have here are my router and the "Y" box.

Re: Swapped from BT to EE broadband utter nightmare

Peter_W — Wed, 11 Sep 2024 15:04:11 GMT

Thanks @edwil, so have you received a new EE branded Hub?

I'm not quite sure what you mean a Y Box as well, what exactly is this?

Please feel free to pop over a picture if you'd like.

Peter

Re: Swapped from BT to EE broadband utter nightmare

edwil — Wed, 11 Sep 2024 15:11:42 GMT

No, no EE branded equipment yet. The other thing has BT Youview on it and there is a Y on the remote

Re: Swapped from BT to EE broadband utter nightmare

Peter_W — Wed, 11 Sep 2024 15:15:30 GMT

Thanks @edwil, if you've not received any alternative equipment just yet, then I definitely wouldn't send anything back.

Were you given a 'Go Live' date for your switch from BT to EE, or advised if any work from an engineer would be required?

Peter

Re: Swapped from BT to EE broadband utter nightmare

edwil — Wed, 11 Sep 2024 15:21:22 GMT

As far as I know I went live yesterday. The sports package went off for a few hours then came back. My contract with BT was due to end 26th Sept. but I'll be away so I phoned early and got changed earlier than anticipated.

Re: Swapped from BT to EE broadband utter nightmare

Peter_W — Wed, 11 Sep 2024 15:34:12 GMT

Ahh okay, in that case it sounds like you've been using equipment that's compatible with EE, so you've been given the option to continue using these.

We don't have access to accounts via this forum though, so to be absolutely safe I still think speaking with our customer care team will be the best course of action.

If you'd prefer not to call, it could be worth checking in with BT via our messaging service and they'll be able to say for sure if we require anything back.

Everything you've suggested here though suggests a continuation of your BT Hub etc though.

Peter

Re: Swapped from BT to EE broadband utter nightmare

edwil — Wed, 11 Sep 2024 15:39:29 GMT

Bit of a mystery why EE have sent me a plastic returns bag but not specified what they think I might need to return. having spent hours of my life on the phone to BT/EE I'm not rushing to sit bored witless again any time soon. Thanks gor your help so far though.

Re: Swapped from BT to EE broadband utter nightmare

edwil — Wed, 11 Sep 2024 16:04:07 GMT

EE have just sent me 4 separate but identical emails telling me they have taken my first payment!! They're quick in some respects obviously....................

Re: Swapped from BT to EE broadband utter nightmare

Richardcav — Thu, 21 Nov 2024 14:59:34 GMT

November 2024, similar experience: Out of contract, so called BT to rejoin, and also add a second mobile. Told that we would be put on an EE contract, as they are effectively the same company. During one-hour call, agreed a monthly plan, and waited for new Sim cards. Received at least a dozen emails from EE.

Several days later discovered that our Landline was now disabled. Called EE who said we needed an adapter which they will send. No mention was made of this before. Meanwhile we will have NO landline for over a week.

Tried to set up using EE website which told me my mobile could not be identified - but they still sent several codes to it! What seemed a simple exercise has turned into a nightmare.

Richardcav.

Re: Swapped from BT to EE broadband utter nightmare

Leanne_T — Fri, 22 Nov 2024 08:14:17 GMT

Morning @Richardcav

I am very sorry you have had this experience when moving to EE and had no landline for over a week.

When was the adapter ordered for you?

Are you registering for an EE account online and the number is not recognised? If so, have you transferred the number from another network?

Leanne.