topic Re: EE account merging from BT in Broadband & Landline

EE account merging from BT

Nathanvtr — Sat, 14 Dec 2024 14:06:07 GMT

Few months ago I signed into a new deal and agreed to migrate my BT TV and BT Broadband packages to EE under EE One.

My issue is months later my EE account / app continue to say order pending when go through the manage options for my Broadband / TV

I have spoken to various advisors who can all identify the issue but cannot get the back office tech team to resolve the issue and merge my accounts I’m fed up with hearing the excuses about of there are other customers with the same issue like that is supposed to make me feel balmy better as EE should never never had started a migration plan if the systems were not ready to manage the demand. I’m paying for a service that I should have full access to.

On the EE app where I should be able to manage my accounts together and my WiFi performance I’m left with the message order pending, I’ve had this message for the last few months.

I’ve offered to go into a store to be told not to bother as they can’t help me and was forced to create a new email address to help make the transfer happen which didn’t work.

The last advisor hasn’t called me back after their assurance that would resolve it and it appears they have just given up trying to fix the issue.

Is anyone else having this ridiculous issue and being fobbed off by customer service / tech advisors?

Re: EE account merging from BT

Nathanvtr — Fri, 20 Dec 2024 08:39:53 GMT

Bump

Re: EE account merging from BT

XRaySpeX — Fri, 20 Dec 2024 12:40:50 GMT

Only CS can resolve this. Hence lack of suggestions from here.

Re: EE account merging from BT

Peter_W — Fri, 20 Dec 2024 12:37:34 GMT

Good morning @Nathanvtr, welcome to the EE Community.

As @XRaySpeX has mentioned here, this is something that you would need to speak with our Customer Care team about, as we don't have access to any accounts via this forum.

I appreciate you feel like there's not been any progress though, so if you remain unhappy you can look at the route of logging this as an official complaint.

You can find all the details you need on our complaints code of practice.

Peter

Re: EE account merging from BT

Nathanvtr — Fri, 20 Dec 2024 17:47:48 GMT

Thank you both I appreciate you taking the time to reply.

I have previously asked to raise this as a complaint with CS and I’m not getting very far.

I think I may have to write a letter of formal complaint.

Re: EE account merging from BT

XRaySpeX — Fri, 20 Dec 2024 17:53:51 GMT

You can make a formal complaint to EE yourself & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it soon gets sorted.

Re: EE account merging from BT

Nathanvtr — Fri, 10 Jan 2025 18:00:49 GMT

Thanks I will be doing this as it is not acceptable and still on going, they don’t seem to want to fix the issue.

Today I’ve spent 2hours webchatting an agent and then was asked to call up spending another hour on the phone with no success. I’m absolutely disgusted with the service I’m receiving in response to the concern I’ve raised.