topic Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage in Broadband & Landline

Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

tiggerthefox — Tue, 28 Jan 2025 16:55:54 GMT

Good afternoon, everybody…

Maiden post. A long one. Sorry for that.

Unfortunately, I already have some nagging doubts about the decision to move from BT to EE (notwithstanding they are two sides of the same coin).

Briefly, our existing BT contract matures 14th February 2025 and despite best efforts on my part to secure a satisfactory renewal cost of service, this has proved impossible to achieve. We will be exiting BT after continuous connection in three properties over at least fifteen years, so it’s not an idle decision to close this account.

This package is:

BT Full Fibre 150 with Halo 3

700 Minutes Call Plan

TNT Sports on Sky

TNT Sports HD

After discussions with BT broke down, I checked alternative options with Sky, Plusnet (another BT company, but one without full access to BT’s systems) and EE.

On Friday evening, 24th January 2025 I eventually concluded a satisfactory cost of package with an EE sales adviser as follows:

EE Full Fibre 500 Essentials

TNT Sports Pack on Sky (incl. Discovery + Premium and full HD/UHD capability)

Analysis of our BT landline (digital voice) usage over a significant period of time has resulted in the culling of this product and the associated call package. The nett saving over a full month to switch providers is around £18.00, with superior download/upload speeds and improved minimum speed guarantee. Note: savings are calculated prior to the imposition of the published mid-term price increases due 31st March 2025.

At this point, I will say that my partner is first named on the outgoing BT account (although I handle all administrative matters) and the move to EE is based on a completely new account in my name as opposed to migrating the existing account profile from BT to EE.

We received our latest BT bill today, 28th January 2025 and I can already see the removal of the TNT service as this was triggered before the bill’s production. As this is advance paid, a pro-rata refund will obviously follow later.

Why the concern?

Due to the lateness of the hour last Friday evening in agreeing terms, the four follow up confirmation emails that arrived after signing off on the new contract were read much later that evening after returning from a meal at the local pub. Of these four, three emails presented my first name with a spelling error. The fourth did not address me by name at all. I assume the sales agent keyed my name into his order form incorrectly and unfortunately this wasn’t picked up by either of us during the screen share approval process. The eye generally sees what it expects to see (unless you’re a proof reader, of course).

“No problem,” I thought, “I’ll ring EE on Saturday morning and get this corrected.”

The adviser in the Billing and Accounts team immediately saw the error and offered to correct it herself, advising that it might take up to 24 hours to populate on my side. I accepted this offer and confirmed I understood the potential dwell time.

I also mentioned that the error also appeared in the Direct Debate mandate instruction – my first name again spelt incorrectly, but also it failed to contain my partner’s name as the account we use for household bills is a joint account. I mentioned I’d made it clear to the sales adviser that I was providing bank details for a joint account. The Billing adviser said that she would need to send me a paper mandate form in the post as it was not possible to override the error any other way. I thought that was odd, but accepted what she said. At the time of writing (Tuesday 28th January) I have yet to receive this paper form and our local postie has already been to our address today.

I then turned my attention to setting up my EE ID and downloading the EE app to my iPhone. I established my login credentials for the EE ID and signed in on my usual web browser on my laptop. I was immediately confronted with “Good morning” and my name….still spelt incorrectly. As I’d been told that this might take a while to filter through I was not overly concerned by this.

I then decided to select the “track order” option on this landing page. The response to this request advised that “Sorry, this service isn’t working right now. You can try refreshing the page or contact us if it’s urgent.”

Again, I wasn’t overly worried – it was the weekend after all and I had only just placed my order the previous evening. However, I did have my VOL order reference listed on one of the received emails, so it should be on the system, right?

Pressing on, I decided to “activate Discovery +” as after all, I had already successfully used the app under the BT relationship, viewing content on our Sky Q master and mini boxes and iPads via the app using the BT account login details.

Despite Friday evening’s agent enabling the viewing of TNT Sports content immediately via the Sky Q box (repointing the Sky viewing card number to EE, disabling and cancelling the service from our still active BT account) and being told I could sign in to Discovery + with the BT credentials, the app blocked me from continuing and I am currently locked out of Discovery +. This experience applies to the activate button buried in the welcome email, on the web portal and in the mobile app.

The agent I spoke to on Sunday 26th February after that event advised that until the VOL status on the system changes from “open” to “closed” access to Discovery + content via the app (incl. TNT Sports channels) will remain blocked. Again, understandable but this was not made clear at the point of sale.

My EE service is slated to go live sometime on Monday 10th February 2025 with the smart hub due for delivery around 8th February.

Conversations with EE continued into Monday 27th January as I was still in the same position as I was last Saturday morning concerning the incorrect naming convention and the lack of visibility of order tracking.

As a result, some progress was made with the opening of a “Bridge Case” as I was advised the reason that I cannot see the correction of my first name or be able to track my order, despite both being visible on the other side of the fence within EE, is that the systems used internally differ from the customer’s experience and the link (or “bridge”) between the two is broken, preventing, as with a physical bridge, “traffic” flowing in both directions.

Again, this seemed a logical explanation and I was advised during that call that an IT support agent had already been assigned to the case and I was to expect a full resolution within THREE working days, starting with immediate effect. As of now, theoretically Day Two, nothing has changed as I was told to login periodically to see if the problem had been resolved as there will be no further communications from EE confirming the problem has gone away. Indeed, I was told there would only be further communication should there be a need to quiz me in greater detail about the problem from my perspective. I haven’t heard anything more in this regard.

In more years than I care to remember I cannot recall getting so tied up in knots with BT and I wonder whether I have made an error of judgement in selecting EE as the incoming service provider. I’m also somewhat concerned by various day to day user experience problems reported recently on this community group that may subsequently affect my service as well.

If anyone can offer any comments, suggestions or support here, particularly concerning the “bridge issue” I would be most grateful. I’m not quite at the banging of my head against a brick wall stage just yet, but this isn’t too far away.

Many thanks.

Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

Profile closed — Tue, 28 Jan 2025 17:11:08 GMT

@tiggerthefox

Join the club. You have my sympathies, if little practical help.

You’ll soon realise they’re not “2 sides of the same coin”. EE internally doesn’t even appear to be the same coin.

But don’t beat yourself up. In the short to medium term staying with BT isn’t an option. They’ve made the decision to push the consumer side to EE, and that’s it. Other providers I can’t comment on, having been a BT customer for decades.

Hope your experience improves.

Hope does occasionally triumph over experience 🙏🏻

Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

Matt_124 — Tue, 28 Jan 2025 17:18:29 GMT

The part about TNT Sports activation sounds right enough to me, the app (EE, and Discovery for that matter) generally doesn't function properly until the service is activated.

The rest, it seems like, is just the result of an EE Guide with bad spelling and listening skills.

The EE ID system works really well when it's set up properly, but it's an absolute nightmare when it isn't. It seems really hard for details to be changed on it, as it latches on to the details inserted and confirmed in the ordering process. Many people have had issues with incorrect emails being entered when ordering and really struggling to be able to get it changed.

This is likely what started out as a security feature, as your Broadband account is unable to be changed or transferred to anyone else but it should allow for minor spelling corrections and easier changes of email or merging.

I would say that if you can get your TNT Sports all set up and your service seems okay, you're in a better position than some, but the teams that deal with these EE ID-related issues are likely really earning their wages these days... your Bridge Case could potentially drag on for a little bit.

Also in your app, go to the top right and then Personal Details and that should show what is listed on the account currently. There is also a "What should we call you?" field which can be edited, in case they have fixed it on the account but the App is still spelling it wrong.

Fingers crossed it all goes smoothly though.

Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

tiggerthefox — Tue, 28 Jan 2025 17:30:26 GMT

Hi @Profile closed
Thanks for the swift response 👍
The "two sides of the same coin" quip was based on my understanding that guides/agents for both can see client profile and account content (as is my experience in this project, in addition to BT owning EE). Whereas Plusnet, who I also consulted with, don't have that access despite being a BT Group company. I knew it was only a matter of time before BT gently ushered us out of the door but I jumped before being pushed as the renewal option, even after talking to cancellations (AKA retentions) wasn't at the races.
I just already have this sinking feeling that trying to get something as absolutely fundamental as my first name recorded correctly will be a trial by waterboarding, unless I'm proved wrong. My sixth sense on this is already at overload.
We'll see what happens, but I have spent hours on the phone already having made the decision to open a brand new account with EE as opposed to migrating an existing BT account and this has the whiff of a long road ahead.
As I understand it, the reason EE staff can see what I can't (i.e. my correctly spelt first name which was corrected at EE's end on Saturday and the status of my order) is because the change was made at their end but because of this broken link between the back office system and the system deployed for the customer's use, I can't. Therefore, on the basis that this "bridge" facilitates information I receive and information I submit, logically if I had amended my name (as is possible by editing the EE ID profile page), then I would see it but EE wouldn't.
Catch-22.
Anyway, thanks again for reading and replying.

Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

tiggerthefox — Tue, 28 Jan 2025 17:52:51 GMT

Thanks @Matt_124 for your reply.

Just to reiterate, the outgoing BT account is being closed down as opposed to being migrated across. The new EE account is a completely new profile in my name, as opposed to my partner's. The only coincidences are the home address, the mobile contact number and the email ID that are associated with the outgoing BT account and the incoming EE account. So I think the transfer point is not applicable and I certainly wasn't blocked from doing this at the points of consultation and then order.

Concerning the editing of my profile details, I have seen that option to edit the "what should we call you" field is available but as the EE guide who I spoke to last Saturday has done this (other guides in subsequent conversations confirming they can see the updated naming convention), I have not touched it. The incorrect spelling is everywhere I interact with EE - the emails so far received, in the web portal login and in the mobile app.

As I mentioned to @Profile closed in my prior reply, my logic would indicate that if the "bridge" between back office and consumer-facing systems is broken then any amends I make to my name would be visible to me and not to EE, this merely reversing the issue I'm facing at present.

It is concerning that you think that this case number might take longer to address than the three working days specifically advised by yesterday's guide during another marathon conversation.

Concerning the carryover of the incorrect spelling of my name (5 characters, just 1 of them incorrect) into the DD bank mandate, I may put a call in to our bank tomorrow to see whether anything has come through from EE yet and what the response to it is. I'm amazed that I have to wait for a bit of paper to arrive in the post from EE to correct their original input errors, to then complete it and post it back to them. I thought we were better than that in 2025.

My overall feeling at present is that when talking to EE that I'm going down a rabbit hole. And I don't go live for another 13 days!

Thanks for your reply and support regardless 👍

Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

Profile closed — Tue, 28 Jan 2025 17:58:06 GMT

@tiggerthefox

This was my first post, and things only got worse.

https://community.ee.co.uk/t5/SIM-cards-Porting/BT-to-EE/td-p/1458333

From 1 “triple play” account w BT, 1 bill, 1 app, I’ve now got 3 accounts, 3 bills, and an app with no phones merged. I can’t access the phone accounts.

For “security reasons” (they mean, can I be trusted to pay the phone bills - but no such problems with the other 2 products 🤷🏼) I have to wait till sometime in Q125 before I regain the same ease of use I had w BT. I mean, I’d only had a perfect payment record w BT since the 70’s, so can totally understand EE’s suspicion.

I was even told to go to our nearest EE shop w ID, only to be told they’d scanned our passports, but we’d still need to ring as I was colloquially known as Mike, but the account showed Michael.

After that I emailed BT/EE CEOs directly, and did get some progress and cash compo. Have a diary note to push it again in March, so I can manage our services in the way I could w BT. Right now, I’m reluctant to tweak anything. I’ve no confidence that they won’t make things worse.

On the plus side, we find the SH+ and wifi extenders an improvement over our SH2 and disc, so there’s that.

KBO, as Churchill used to say.

Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

tiggerthefox — Tue, 28 Jan 2025 18:12:18 GMT

Hi @Profile closed ...

Good grief! 😫

I just checked the profile screen again of my EE ID (web portal, not app) and the "About You" sub-section "Name" field is correct in terms of first and last names. It is just the salutation field "What should we call you?" entry that is incorrect. It's been like this since I signed up, so I have no idea, other than the sales guide not paying attention when completing this field, why it would be like this.

A tiny error with big consequences.

Still can't track an order placed 4 days ago...

Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

Matt_124 — Tue, 28 Jan 2025 18:25:55 GMT

Hi @tiggerthefox,

By "the transfer point" I am assuming you mean when I said:

"This is likely what started out as a security feature, as your Broadband account is unable to be changed or transferred to anyone else but it should allow for minor spelling corrections and easier changes of email or merging."

I understood your post completely, "the transfer point" was to highlight the reasons as to why it has been so difficult to change the personal details, not an assumption that you transferred your account across.

The processes used are not very tolerant to changes of personal details and there is a level of complexity to the task of editing a name that is unexpected. It is very locked down and multifaceted to modify.

Any changes you can make within the app are similarly restricted, so the potential breakdown of any "Bridge" is limited. My point of mentioning that area was to be sure that the "What should we call you" field was not the reason for your App greeting you incorrectly. This is essentially a nickname and is used for greeting, conversing and App formatting, but not billing. The line above (listed as simply "Name") is the more important one as that reflects the name that they should be changing on your EE ID. You can not edit this yourself, and as such the situation could not be reversed from your current situation.

The way your account is presented is essentially behind a layer of personalisation that all comes from the EE ID. Underneath that it is comprised of Billing Accounts and Products which can bolt on to this EE ID Profile. It is possible for one layer to differ or to be changed without the other reflecting this. This later causes issues with linking products and managing services etc, as it tries to ensure the Billing Account and EE ID personal details all match up.

All of the above needing to be looked at, potentially by separate individuals in different teams, is why I think the specific advice given by the EE Guide may be incorrect.

However, maybe I've misunderstood something again. Hope it gets sorted regardless👍

Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

Profile closed — Tue, 28 Jan 2025 18:27:10 GMT

@tiggerthefox

There’s a reason for this ⬇️

Hopefully, in time, it’ll settle down, and we’ll both get what a reasonable customer would expect.

In the meantime, sharing the grief helps, and on specifics there’s some good folks on here.

Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

tiggerthefox — Tue, 28 Jan 2025 20:05:04 GMT

Thanks @Profile closed ...
I had a good look around this community before signing up to contribute and improve my own understanding and I agree that there is a wealth of useful intel on here and members are willing to support and offer advice freely.
It is useful to know more than I would otherwise as it may help focus further...inevitable...discussions with EE guides to ensure my account is 100% accurately presented.
Thanks again.

Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

tiggerthefox — Tue, 28 Jan 2025 20:24:33 GMT

Hi @Matt_124 ...

Thanks again for shedding more light on this issue. I think I may have initially misinterpreted your comments in italics above, so apols for that.

I wonder if I manually change the "nickname" in the greeting when signing in and navigating to the "Profile" screen that this will then show on my future sign-ins regardless of the same edit made by EE that I cannot currently see? I also wonder whether if I do this, say, via the web portal that this will also sync to the app on my iPhone when I sign in to that?

If that works, and, as you say, it is merely a nickname salutation for emails etc then that would be one of the issues off my plate. As mentioned in my earlier reply to @Profile closed at 18:12 hrs this evening, the non-editable first name and surname are correctly recorded in my profile (per "Name" section).

Regarding the DD mandate that lists my first and surnames, it is my first name that is also incorrectly spelt there (as per the "nickname" entry in the "Profile" screen). This, I think, is potentially more serious as I wouldn't bet against the bank not recognising this mandate, or rejecting it outright. This is on top of the guide in Accounts & Billing telling me that joint accounts require both names on the mandate (whether this is accurate or not, I don't know....hence why I think I'll consult our bank in the morning). That the guide then told me she'd need to send a paper document for me to hand write the bank details into and post it back to them is something that in this modern age of instant global digital communication and mature online banking I find bizarre.

That, I think, just leaves....for the moment...the inability to view a VOL number 4 calendar days on from placing the order and receiving the order number on an email.

This should be so simple, shouldn't it...?!

Now...where did I put my quill and pot of ink?

Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

Matt_124 — Tue, 28 Jan 2025 21:11:34 GMT

Hi @tiggerthefox

It certainly should be so much simpler, think this is just a symptom of the complexity of tech these days where a system is dependent on a subsystem of an another system.

Any changes you make to the "Nickname" should sync across your Profile and be visible everywhere at the same time across different devices, including whatever way that info is presented to EE when you interact with them. However I believe emails can be either EE ID related or Billing Account related with the respective name appearing for each, so can't say with certainty, I don't know that they would use the nickname.

Despite the name showing correctly in the Profile (EE ID), there's a chance that the Billing Account is somehow incorrect. The DD Mandate "Account Holder name" is usually prefilled from the name used for the Billing Account, and any modifications to this are manually typed into the field by the Guide, so no guardrails there.

The paper DD Mandate part confuses me, but maybe this is the only way to set it up in advance of the billing process commencing on the account as it is not yet active.

As for the order tracking, in my experience that's one of the few things that kind of 'just worked', without even needing to log in to see it when using the App and going to Help > Track Order > Broadband > Order number starting VOL.

I did just try the Track Order section to give you the steps and I got the exact same error the first time I clicked it, but when I pressed Refresh Page once or twice, it then let me past and I was able to follow the menu as above.

Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

tiggerthefox — Tue, 28 Jan 2025 21:26:12 GMT

Thanks again @Matt_124 …this is really useful stuff.

I’m not going to do it now for fear of failure sending me to bed tonight more frazzled than I already am, but tomorrow morning I’m going to amend my “nickname” regardless of any action already taken by EE guides. I’ll let you know the outcome across the web portal and app logins.

As well as calling my bank I think it prudent to call EE Accounts & Billing again (a) to discuss how I see what I see on the onboarding email concerning the DD mandate and (b) query again the need for a bit of paper via Royal Mail. Living in a village, my post generally doesn’t arrive until mid-afternoon most days which can be an inhibitor to cracking on with things sometimes. This is potentially one of those occasions.

Thirdly, I may just chase the status of the Bridge Case.

Interested to know that you were able to pull up the order tracking screen after a few page refreshes. I’ll try that as well. Perhaps a flaky web page interface?

Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

bigrob — Tue, 28 Jan 2025 23:09:07 GMT

If you are in the app and go to your profile (top right pic of a head) and then down to Manage Products - do you see anything there?

That is where I have confirmation of what I ordered, as well as the emails.

Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

bigrob — Tue, 28 Jan 2025 23:11:38 GMT

My inclination would be to wait until it is all live.

Them go and sort out the name and billing. It is almost as there is too much going on whilst you wait and that is stopping changes being made.

Sky have the same when you make an order in that there limits to what can be seen and changed.

Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

tiggerthefox — Wed, 29 Jan 2025 13:09:29 GMT

Hi @bigrob ...

Thanks for joining the discussion last night.

In response to your advice as follows:

Mobile app/ Manage Products: When selecting "Orders" from the icon options in the "Manage" section, I can navigate to a tab for "Broadband" and when selecting that I'm taken to a screen where I can track the order using the VOL option. This opens to display the current order status and all preceding/future steps.

Within the same Mobile app/Manage Products section, if I select the "Billing" option this immediately displays "we can't load this information. Not your fault, it's ours. We're working hard to fix it." I'd assume this is because I'm not yet live on the system and therefore there is nothing to bill yet.

I can't see any emails, though...

Web Portal: Randomly, when selecting the "track order" option on the web portal (normally returning the "sorry" message I shared an image of on this thread last night), this has just revealed the same order tracking information I have accessed via the mobile app! Hooray! The I logged out and in again and I'm back to square one - it fails to load the content again. This is something that @Matt_124 mentioned in his latest reply last night.

However, if I select the "Manage" tab in the bar that contains the "Profile" tab on the portal's landing page and then select "Orders" from the drop-down menu this consistently takes me to the "track your orders" screen, where I can select the broadband option "order reference numbers starting VOL" and view the relevant timeline content. It seems to me that the "track order" button within the "Stay Updated" section on the portal's landing page is corrupted/broken in some way and navigating via the "Manage" tab is a convenient and fortunate workaround.

Direct Debit: I called my bank this morning and the DD mandate is already in place without any issue. It was set up with the bank yesterday, 28th January. I've subsequently seen this when logging into online banking.

I then called EE to speak with Accounts & Billing again. The guide confirmed the DD was set up, although the account name was still recorded incorrectly as per the email I received last Friday evening. He said he could change it now but suggested it could be left until later - either after my service goes live or after the conclusion of the open Bridge Case.

What Should We Call You: I've just edited this in the personal details section of the app and logged completely out/in again. The change made is now visible and accurate. After logging out of my account on the web portal and in again, the correction to the salutation has also updated there. As the change was made on EE's internal systems last Saturday morning, at least we now have parity on this point.

Bridge Case: The guide I have spoken to this morning concerning the DD mandate confirmed that this case was still in progress and he couldn't add anything further. I think I have reached a point of relative Zen-like status with where I am now and and will take your advice to just wait for EE to catch up as the next milestone is the delivery date of the smart hub - this is still 10 days away.

Very many thanks for your suggestions 👍

Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

voxish — Wed, 29 Jan 2025 13:50:06 GMT

The Mike/Michael ‘problem’ has caused me hours of calls and complications migrating from BT to EE. The guides were all very nice about it but because at some stage (lost in the mists of time) I put Mike in my BT account, somehow I was a different person and everything ground to a halt.
After 2 months back and forth my EE mobile and broadband accounts are now linked. To be fair, all the while my hub and WiFi speeds were (and are) excellent, I get 900MBs on *WiFi* with the repeater in our home office where I was lucky to get 50-100 with the BT discs.
The bottom line is that EE have a great product but they’ve made a total mess of the transition from BT

Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

Profile closed — Wed, 29 Jan 2025 14:48:14 GMT

@voxish

Agreed. It’s a right dog’s breakfast. All this EE ID, pairing, linking, Mike/Michael nonsense. It’s ludicrous. They can call me Mickey Mouse if they want.

The *only* identifier that needs to match is the customer’s unique email, embedded in the account. That should suffice.

My profile has my birth month as February. It’s December. Somebody left off the 1. And I can’t edit it. Am I going to spend hours in 150 trying to get it corrected? No.

To me, coming from decades of easy, simple functionality with all the BT interfaces, it seems unnecessarily complicated and requiring - as it does - many aspects to be physically done or undone by harrassed staff trying to make the best of poorly designed systems. The result is predictable. Stuff doesn’t get done/undone.

BT > EE. It is what it is. And what it isn’t is seamless, or a mere change of logo.

🤷🏼

Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

tiggerthefox — Wed, 29 Jan 2025 15:07:31 GMT

@Profile closed @voxish

As I'm currently onboarding (AKA walking barefoot across hot coals), it seems to me that despite the marketing spin about BT morphing into EE (as far as residential customers are concerned, at least), perhaps instead of spending so much money on sponsorship of BAFTA, Wembley, Home Nations Football and Excel E-Sports, more resource should be allocated to improving the onboarding, retention and overall customer journey of we mere mortals who just want sensible services, joined up where required and at competitive pricing without any hoopla.

As mentioned previously, I've never had so many issues to deal with in such a short space of time as I have in this move. I can't recall a bone of contention with BT in the decade and a half (at least) of broadband loyalty.

And I'll bet Kevin Bacon doesn't come cheap....

BT>EE, indeed.

Re: Onboarding EE Full Fibre Newbie - Worrying Hiccups At Order Confirmation Stage

Profile closed — Wed, 29 Jan 2025 17:55:38 GMT

@tiggerthefox

“…improving…the overall customer journey…”

Not a big ask, is it?

“As mentioned previously, I've never had so many issues to deal with in such a short space of time…”

We’ve seen progress since complaining to the Executive.

Current state of play:

Virtually same price for existing Fibre 900. In our environment, with our network, SH+ with 2 Extenders provides better performance than the BT SH2 plus 1 disc we had before. Getting WiFi Controls to work required manual intervention by a BB Tech. No concerns with “security” (ie, creditworthiness) with the home elements of our relationship 🤷🏼

Slighter higher price, and Netflix now has ads - not disclosed by the agent. Mini box now supplied, which we find genuinely useful.

Mobile (SIMs only)

The main, and remaining, area of issue. Paying slightly less for similar numbers, but speed capped now and no longer have roaming. Neither feature was disclosed. Porting required intervention.

Each SIM is on a separate account I can’t access but once I prove I’m not a thief they say they can be merged on the app. Whether that implies back to the triple play on 1 account, 1 bill, 1 app I had w BT remains to be seen. Executive Complaints told me the phone accounts were set up in a “legacy system” so I’m not entirely convinced. Diary noted to rejoin battle once I’ve paid a few more mobile bills.

🤷🏼