topic Re: Transferred from BT Broadband to EE, still unable to view account/documents in Broadband & Landline

Transferred from BT Broadband to EE, still unable to view account/documents

MannT — Fri, 06 Dec 2024 18:24:51 GMT

Called BT due to ongoing problems with broadband (we’re not in a full fibre area). Advisor told us EE regrade would help, so engineer came and connected the new EE hub & boosters. I’ve not received any documents and I’m unable to view anything relating to the broadband on either the My BT or EE apps - I’ve called 150 who promise it will be sorted and still nothing. I’ve raised a complaint and they just ask me to confirm identity. It’s a joke. Just want to know how much I’ll be paying.

Re: Transferred from BT Broadband to EE, still unable to view account/documents

Katie_B — Sat, 07 Dec 2024 11:53:10 GMT

Hi @MannT.

I am very sorry to hear this important information is not yet with you.

Could you confirm if you regraded over the phone?

Was a price agreed on your call?

Speak soon,

Katie

Re: Transferred from BT Broadband to EE, still unable to view account/documents

MannT — Sat, 07 Dec 2024 17:40:36 GMT

Yes, regraded via a chat & lost connection so an advisor called me back. Viewed the online documents and agreed a monthly price (I kept a screen shot) but since then I’ve been told to await 24 hrs to view a/c via apps, then 72 hrs and now following a further online chat 7-10 days. I’ve asked to documents to come via the post.

Re: Transferred from BT Broadband to EE, still unable to view account/documents

Katie_B — Sun, 08 Dec 2024 08:08:32 GMT

Please be sure to let us know if you receive these documents via post @MannT.

Hopefully your account is updated soon, if not please report this to technical care.

Katie