topic Re: BT to EE set up charges in Broadband & Landline

BT to EE set up charges

GPE1 — Wed, 06 Nov 2024 12:37:13 GMT

After having a nightmare transferring from BT to EE all services etc.

Name and DOB wrong, now sorted and unable to manage accounts on the App, that no-one can fix it seems.

it now appears that EE say they are going to charge me £22.99 as a set up fee?,?

Despite having only BT equipment still apart from a new digi phone they sent for landline. To compound this I have been asked to return a BT disc or be charged £30 extra. I've never had one.

The whole experience has been a nightmare.

Re: BT to EE set up charges

Profile closed — Wed, 06 Nov 2024 13:02:09 GMT

Join the club.

Someone in Exec Complaints ( a BT guy) told me the other day that the process of transfer is defective and his workload has increased dramatically since the push over started.

I'd been a BT customer for over 50 yrs, with 100% perfect pymt history, but was asked to go down to a shop with ID for them to scan. I've ended up with 1 account for BB and TV, and 2 more accounts for each phone - set up in the "old" EE mobile system. To get the phones over to join BB/TV in the 1 app, I've got to wait for 3 months phone bills to be pd. So I can be trusted. It's looking like 3 DD's will be required. BT was everything together in 1 app which worked and 1 bill. BT Community Forum has staffers who can access accounts. Not here.

Spent hours on the phone to 150 and various folks from Exec Complaints in each product area. A world of pain and regret.

Good luck.

Mike

Re: BT to EE set up charges

GPE1 — Wed, 06 Nov 2024 13:39:36 GMT

Yes Minkey, I only mentioned some of the disaster.

So many calls, often waiting more than 45 mins with no effective outcomes.

Only thing showing was the 2x mobiles on the App. No ability to manage account for BB or TV. After intervention using different email address, now 2 different codes, but mobile account disappeared.!!

I have no idea what my next bill will be.

The whole process has been an upsetting time wasting disgrace with inadequate processes in place. I have probably spent as much as 20 hours over the past 4 weeks trying to sort this mess out, without a decent outcome.

Re: BT to EE set up charges

Profile closed — Wed, 06 Nov 2024 14:08:59 GMT

You have my sympathies. Someone else in a different product area (they apparently don't have people who can take ownership of customer complaints across product portfolios) told me that if *we* initiate the move, we're treated as brand new customers - on the phone side at least - who may as well have just walked in off the street. A BT relationship over years counts for nothing. I told them I found that offensive, given it's BT who want us to go to EE. Like water off a duck's back. Computer says so etc.

I'd had BT TV for a few years, and remember when the front light changed to aqua and the logo to EE - but everything else remained unchanged. I thought it'd be the same with our BB and phones. Oops.

To be fair, I am seeing progress.But that's after a month of emails to CEO's and hours on the phone. It really shouldn't be like this. And I wonder how many millions of BT customers have yet to experience it.

I find a moan with others having the same frustration *does* help.

Keep plugging away.

Re: BT to EE set up charges

GPE1 — Wed, 06 Nov 2024 14:41:37 GMT

Yes. Like you near 30 years of BT with very few problems and all products available on MY BT App.

Changed because my two mob phone sim deals had expired.

I'm going to live with it until I can get sensible answers, along with telling everyone I know. ...... Don't. Join EE.

Thanks for the chat

Re: BT to EE set up charges

Profile closed — Wed, 06 Nov 2024 17:26:13 GMT

It was the TV side coming up for renewal with us. I wish I’d left well alone. I’m up to £90 compo so far. I’d have preferred a seamless transfer 🤷🏼