topic Re: Moved from BT to EE in Broadband & Landline

Moved from BT to EE

Al3ee — Fri, 10 Jan 2025 17:13:34 GMT

At the suggestion of BT I moved over to the EE platform. I was explicitly told that I would get a new router and it was all simple and painless. I have obviously paid EE for the privilege of doing so. However, two days after the transfer and having received several emails about how easy it all is - I find that I have no landline. The old router is just flashing red.

What have I done wrong? Apart from swapping from BT to EE! Why am I not able to use my landline? Any thoughts - because EE cant help me until Sunday afternoon!

Re: Moved from BT to EE

Mustrum — Fri, 10 Jan 2025 17:38:52 GMT

@Al3ee In theory it should have been very simple, alas things do go wrong sometimes.

What broadband service did you have, and were you going for the same service with EE?

And does your phone plug into the phone socket on the wall, or have you already moved to Digital Voice?

Re: Moved from BT to EE

Nathanvtr — Fri, 10 Jan 2025 17:52:55 GMT

I had the same issue as you loads of texts and emails to find nothing was working, don’t understand why the service has become so poor. I’ve now the issue getting them to merge my BT account which for some reason no one can explain has taken 3 months and still not done.

Anyway, it was a call to customer services, then connected to a tech advisor who simply refreshed my account. I was asked to restart the hub and everything was active.

It’s an issue their end and I don’t understand why they’ve merged customers before they were absolutely ready. Especially when everything was fine before the change.

Re: Moved from BT to EE

Al3ee — Fri, 10 Jan 2025 18:06:32 GMT

Hi, thanks for your reply.
The broadband service is exactly the same one I've had with BT for the last
5 years or more. Its called All rounder Fibre 50.
The renewal means that it began yesterday too.
As far as I can tell the handset connects directly to the wall socket.

Re: Moved from BT to EE

Al3ee — Fri, 10 Jan 2025 18:39:32 GMT

Oh. Glad I'm not the only one the boat. Thank you. I'll try rebooting everything as you suggest.Sent from my Galaxy

Re: Moved from BT to EE

Al3ee — Fri, 10 Jan 2025 18:50:35 GMT

Just rebooted but sadly the red light still shines brightly on the router!

Re: Moved from BT to EE

Mustrum — Fri, 10 Jan 2025 19:50:34 GMT

@Al3ee I presume you clicked the fix button in error if it is still not working.

Whilst a reboot was a good shout, it seems there is more to it than that.

For 1, for the last 18month or so, anyone changing ISP's must also change their phone service to Digital Voice, with the phone now being plugged into the router.

New EE is handled by the same BT team as it was when it was BT providing the service, so they must have some issues with the change. Alas no one on here has account access or knows who you are, so you need to chase up the Customer Services team and escalate if needed.

HTH

Re: Moved from BT to EE

Profile closed — Fri, 10 Jan 2025 20:12:05 GMT

@Nathanvtr

Agreed. Same here. A simple change of logo/but everything else remains the same, it’s not.

I’ve gone from one BT account covering BB, TV, and 2 SIMs, 1 app, and 1 bill, to one EE app covering half the stuff, 3 DDs, 3 bills, and 2 phone accounts I can’t access “for security”.

Abd despite escalating to Exec Complaints, I’m told it’ll be some time in Q125 before I get back the degree of easy access I had w BT.

There’s a reason for ⬇️

Re: Moved from BT to EE

Nathanvtr — Sat, 11 Jan 2025 06:11:14 GMT

I wish I’d seen these posts before upgrading I’d have left the service as it was.

Like many customers I feel like I’ve been scammed by a company I’ve been with since 2006 because I’m paying for a service I cannot use in its entirety.

EE should be subject of court proceedings for doing this to customers the fact they think it’s ok shows how little they value customers.

They obviously know about the issue as they have removed the linking service on the app….. the button sadly just just takes you to a blank page.

Re: Moved from BT to EE

Profile closed — Sat, 11 Jan 2025 08:56:40 GMT

@Nathanvtr

Tell me. EE are happy to give me full access and manage ability on the BB/TV side where I pay them £80 pm, but I’m not to be trusted on the phone side where I pay them £16pm. It’s as if they operate separately. But I’m committed now, and unlike EE, I stand by the deal I’ve struck. Plus I’m not convinced any other triple play provider is any better.

UK. 2025 🤷🏼

Like you, my actions initiated the transfer. But it wouldn’t have made any difference in the longer term. BT have made the decision to push the consumer side over, and that’s it.

KBO, as Churchill used to say.

Re: Moved from BT to EE

Nathanvtr — Sat, 11 Jan 2025 12:51:59 GMT

Totally agree with you.

It may be one name but they definitely behave like dealing with seperate companies.

I’m just in the process of drafting a complaint to the regulatory bodies after reading the codes of practice the call handlers I’ve dealt with when raising a complaint have not even followed their own policies so what hope does anyone have of fixing such problems.

Re: Moved from BT to EE

Profile closed — Sat, 11 Jan 2025 13:11:04 GMT

@Nathanvtr

Good luck.

I know these sorts of user forums can give a skewed impression, but posts here suggest, in no particular order:

*Indifference from the Executive

*Insufficient resourcing in staff numbers

*Cutting back on “contact us” options to favour 150, resulting in lengthy on hold times.

*Too many tasks requiring manual intervention ie someone has to *do* something for the process to work. It isn’t done, or is done wrongly. Whether this is due to insufficient staff or inadequate training I don’t know.

*Key details omitted in calls eg I wasn’t told my SIMs would be speed capped, nor that my NF would now be subject to ads.

*Poor system design eg order placed, money taken, order confirmed - then cancelled by txt with no explanation why, or when the pymt will be refunded.

Etc. For my part, each element works, even if the account functionality isn’t what I had w BT. So I’m going to leave it the hell alone. Life’s too short 🤷🏼

Re: Moved from BT to EE

JimM11 — Sat, 11 Jan 2025 20:15:20 GMT

@Al3ee Are you still on the BT Router that you had before the BT to EE move?