topic Re: Changing from BT ro EE in Broadband & Landline

Changing from BT ro EE

susiemac2 — Sun, 22 Dec 2024 23:00:24 GMT

I must admit to finding this 'forced' change the, most stressful thing since my husbands death! BT told me nothing would change except the name of the provider. Rubbish... ! Just about everything has changed and not for the better!
Not at all easy, so many people from bt & ee, telling me different things.. Both Landline and mobile not working at the same time... BT said that EE broadband would work via my current BT wifi box... At 17:20 today, I received a text from EE telling me that ny broadband is ready and I need to log in to start it up.??!!!! I have NO new hub.. so what the heck is going on...??? Absolute nightmare and all on the run up to Christmas.. NOT AT ALL HAPPY!!!

Re: Changing from BT ro EE

susiemac2 — Sun, 22 Dec 2024 23:05:06 GMT

And the other ting is: I had NO contact with anyone as no phone working so HOW was I supposed to dial 150 to speak with someone about all these issues..???
The online chat facility on the BT website has been removed and the EE website doesn't have this feature, either... absolute shambles...

Re: Changing from BT ro EE

XRaySpeX — Mon, 23 Dec 2024 00:07:52 GMT

@susiemac2 : Continue using the BT router.

Re: Changing from BT ro EE

gwe47 — Mon, 23 Dec 2024 08:55:20 GMT

I have made a formal complaint around issues to do with transferring from BT to EE, so I sympathise. Still have no working landline over a month after the switchover, and at this point, I doubt that EE are able to provide a service or get my old number back... But fingers crossed for you.

As mentioned the BT router should work with the EE broadband connection. Whether it requires resetting or any setting change, I don't know. If you ever get through to EE (if you can't use 150 then you can use 0330 123 1105 from another network), I have found using the technical support option rather than general enquiries seems to get through to people who are a bit more helpful.

Regarding your mobile phone switchover, did you get a new SIM card from EE? If so is it the EE SIM which is not working, or your old BT SIM? If your experience is anything like mine, you will receive a new EE SIM which will need to be swapped over in your phone. It will have a new random phone number attached to it, but it should at least work. When you transferred initially you should have received a text message from BT containing a PAC code which will be needed to transfer your old BT number across to EE. In my case the number transfer took around 3 weeks, and took a few phone calls to chase them along, but I understand it doesn't usually take this long.

Re: Changing from BT ro EE

susiemac2 — Mon, 23 Dec 2024 21:47:14 GMT

I think I will be writing after Christmas, to make a formal complaint as well. Thanks, yes it was the new EE sim that was working then, not working.. . so spoke to them on 150 when landline started working. I was told that I needed to call at my local EE shop to collect a replacement new EE sim... but then, the original EE sim started working again...!!! I don't think their left hand knows what it's right hand is doing.
I have received an email stating that my EE broadband is ready to set up and click on link to track my order on account. So, I Log in and when I click 'track order' it comes up with: "internal error, sorry" so, I have left it. NO new EE broadband equipment has arrived and wifi still working....I was told that the bt hub was ok to keep but, then again, I was told many things that were not true it would seem....so GOD ONLY KNOWS...!

Happy Christmas...

Re: Changing from BT ro EE

teos_97 — Mon, 23 Dec 2024 23:28:35 GMT

I can completely sympathise with what you're going through. I too took out a new broadband plan with BT and a discounted SIM plan, and it's been a nightmare ever since. It's been over two weeks now, and I still can't access any of my accounts. I've been passed from one department to another – from chat to phone and back again – and yet there's been no resolution. Like you, I've been told different things by so many people, and it seems nobody knows what they're doing. All I want at this point is to cancel, but even that seems impossible. I’ve been told I need to visit an EE store in person to sort it out, which is just ridiculous. It's been an absolutely dreadful experience, especially with Christmas around the corner. I can only hope you get some resolution soon – it’s truly frustrating.