topic Re: Migration from BT in Broadband & Landline

Migration from BT

Jan139 — Sun, 16 Feb 2025 17:06:34 GMT

I have been a BT customer for over 20 years. My contract had finished and I was persuaded to migrate to EE. I wasn't sent details of the agreement or how to logon. Took 2 calls lasting 30 minutes to sort, but then I couldn't access my bill, subscription or orders. Still can't. No one can.

Complained via a form but was taking too long. Another call of 40 mins during which I was on permanent hold for 15 minutes and I had to hang up. The 14 day cooling off period was still valid so I was going to leave due to the hassle. However, another call (31 minutes) to tell EE this got me through to the Loyalty department and a good deal was agreed via this team. Someone was supposed to call me back a couple of days later, but they never did. In a further call to customer services (43 minutes) I was told they would get the person who offered me the deal to call me back. They didn't!

In yet another call (46 minutes) I was again offered an even better deal to stay with EE. The contract summary was emailed to me and I was quite happy with it - until I received an email saying my order had been cancelled. Of course I phoned (15 minutes) to check it was not the latest order. Turns out it was along with the first. "All orders have failed" I was told. Fuming is an understatement!! The last man I spoke to was "going to do what he needed to do" to sort this and get back to me in a couple of days. I won't hold my breath.

Although everyone I spoke to over a fortnight (and more than 3 hours of calls) was polite, EEs customer service and loyalty teams are useless. No continuity; retraction of agreements (lies?) and extremely poor communication. No one seems to know what they are doing and their website doesn't deliver either. I have given EE more than enough chances. So now I have left for another provider. DO NOT CHOOSE EE!!!

Re: Migration from BT

Peter_W — Mon, 17 Feb 2025 09:17:47 GMT

Good morning @Jan139.

Welcome to the EE Community, and thanks for taking the time to share your experience here too.

I really do understand why you're feeling let down, especially considering how many call backs you were promised here that were never followed up on, and the amount of time you spent trying to get this resolved too.

This certainly falls short of the experience we'd expect for you, and I'd like to apologise for the amount of hassle this has caused.

If you submitted a complaint via our complaints webform there's a chance that you may still hear something back, so please let us know if you get any further updates here.

Peter

Re: Migration from BT

Jan139 — Tue, 18 Feb 2025 12:02:51 GMT

No you don't understand at all. You are just wanting to appease me and potentially keep my custom, but that's not going to happen this time!

Yes I sent in 2 complaints during the fortnight. The first reply took too long and I wanted to sort this while the 14 days cooling off period was still valid; they couldn't help and closed my complaint without resolving the issues. I received an email about the second complaint saying someone would phone me the next day, but that didn't materialise either! There's a surprise. Pathetic!

Re: Migration from BT

Christopher_G — Tue, 18 Feb 2025 18:39:43 GMT

Hi @Jan139

I'm sorry to hear of your experience with this. When did you receive the email about the second complaint?

Have you heard anything today about it?

Chris

Re: Migration from BT

Jan139 — Wed, 19 Feb 2025 15:05:56 GMT

I sent the 2nd complaint form in on 11th February and received a reply the same day (wonders will never cease!) from the Digital Resolution Team. No I haven’t heard anything today. I don’t expect to either going by EE’s / BT’s past performance.

Re: Migration from BT

Redchimneys — Wed, 19 Feb 2025 15:14:37 GMT

My experience is the same and worse. I’ve complained to OFCOM.

Re: Migration from BT

XRaySpeX — Wed, 19 Feb 2025 15:17:49 GMT

@Redchimneys : Ofcom don't handle individual complaints. You can make a formal complaint to EE & 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 .

Re: Migration from BT

Christopher_G — Wed, 19 Feb 2025 18:39:03 GMT

Sorry to hear that, @Jan139

I'm going to send you a private message to try and get you some help with this.

Chris