topic Re: Change of stance on BT consumer > EE? in Broadband & Landline

Change of stance on BT consumer > EE?

Profile closed — Sun, 09 Mar 2025 10:55:35 GMT

And EE guy out, according to the original DT article.

https://www.ispreview.co.uk/index.php/2025/03/strategic-shift-as-bt-no-longer-being-ditched-as-uk-consumer-brand.html

Re: Change of stance on BT consumer > EE?

JimM11 — Sun, 09 Mar 2025 11:50:34 GMT

@Profile closed That's the See/Saw effect, bet all the BT - EE movers now go back to the trusty old BT where they get it right out off the bat. Good spot had not been on ispreview for a week now, to busy getting my EE Departure organised.😂🤣👍

Re: Change of stance on BT consumer > EE?

Midnight_Voice — Sun, 09 Mar 2025 11:59:35 GMT

@Profile closed

“all ex BT, and wishing I could go back”.

Maybe they will let you now.

But at least this should stop the mad push to get happy and stable BT customers across to the world of hurt we see in posting after posting here.

Re: Change of stance on BT consumer > EE?

Profile closed — Sun, 09 Mar 2025 13:06:07 GMT

@JimM11

“EE departure….”?

Have I missed something?

Re: Change of stance on BT consumer > EE?

JimM11 — Sun, 09 Mar 2025 13:10:58 GMT

@Profile closed On my final day with EE, mobile phones already moved back to O2, and BB goes live tomorrow and back to Sky.

Sky router received on Thursday, setup powered on for burn in and ready to go on the OR message we have completed your move.

Then the EE fight will begin, no prisoner's taken or captured boxing gloves are ready to go!

Re: Change of stance on BT consumer > EE?

Profile closed — Sun, 09 Mar 2025 13:13:46 GMT

@Midnight_Voice

Time travel. Nice to think about, but too far ahead to contemplate (no pun intended).

No. I’m not throwing everything up in the air again. Everything works, just the admin which is still a work in progress. Easier to amend my profile here 😉

When I can summon up the energy, I’ll contact he-whose-name-we dare-not-mention in Exec Complaints and chase it up.

Re: Change of stance on BT consumer > EE?

JimM11 — Sun, 09 Mar 2025 13:26:51 GMT

@Profile closed You are the seasoned Pro, been through it all done it all, and got the watch to prove it. So will be easier next time around, after 20 years virtually error free with Sky, 1 year EE ups/downs, EE Service is not bad, Routers are getting there, even taking a step back with Sky to wi-fi 5, they tried you need the Max, mobile phone controlled just NO way that was happening, same rules setup the Sky router, leave a couple weeks to settle park it up back in the box and THROW the Asus back on the Service.

Latest EE FW update messed BIG time with the Asus and patch repaired for it to limp along just now, and EE correctly told me only support the EE router that's correct, sorry we messed up your system that was working for nearly a year, not pre-paired to listen then time to go.

Re: Change of stance on BT consumer > EE?

Profile closed — Sun, 09 Mar 2025 13:41:17 GMT

@JimM11

Excellent. Hope it all goes well Jim 🙏🏻

Re: Change of stance on BT consumer > EE?

Profile closed — Sun, 09 Mar 2025 14:09:09 GMT

Totally understandable Jim.

Re: Change of stance on BT consumer > EE?

Andrew1472 — Sun, 09 Mar 2025 15:35:56 GMT

I’m still a BT customer, and this maybe nothing more than coincidence, but annoying pre log in full screen page extolling the virtues of EE on the myBT app has disappeared.

I have no intention of voluntarily switching to EE and am pleased that, it seems, it won’t be forced on me.

Re: Change of stance on BT consumer > EE?

WillKirk — Mon, 10 Mar 2025 00:10:58 GMT

In all honesty I’m not sure that this is really a ‘change’. This is what Marc Allera (and I think may also have been said by the original CEO of the time before he departed) is quoted to have originally said back when the whole shift was originally announced in regard to moving things to EE:

”…

“This is where our new chapter begins. From today, we’re starting the preparations to make the EE brand our flagship brand for Consumer customers focusing on convergence and future services.

While retaining much of the identity that is instantly recognisable to millions today, the new EE will evolve and stretch into new areas and be focused on convergence of networks, devices and new services beyond connectivity.

The BT brand will still play an important but more focused role for Consumer customers on standalone broadband and landline services. BT Sport will continue to broadcast the best in sport, as it prepares for its own new journey, in a joint venture with Warner Bros. Discovery. And Plusnet, our value brand, will continue to serve customers with basic no-frills broadband and landline.

Nothing will change for our BT customers. We will continue to serve and support them through our unrivalled nationwide sales and service with local presence all over the UK, just as we do today.”

…”

Having followed this since the original announcement, it seems this was always what was meant to happen (bear with me…):

- Customers will be moved over to EE if they are going to be having mobile and landline based internet products - convergence products

- Customers who are not on EE for mobile but have a home phone and broadband will stay BT.

I think the confusion stems from the shambolic confusion over at BT/EE where the employees and customer service team (from my assessment, BT people playing BT and EE — EE people cluelessly trained most of the time and making stuff up they don’t know about BT and ‘new’ EE), are trained poorly on how to handle all of it. Combined with incentive selling to push people to the ‘new’ EE to give them the numbers to justify the inflated and likely over-inflated budget of their marketing launch, this has caused customers to be ‘pushed’ toward EE.

This newer article seems to just back up what was originally said, and maybe they are at least acknowledging they have been a bit too gung-ho on the approach.

Taking all that into account, the initial premise never made any sense anyway. Move customers to EE except some customers… it ‘would’ make sense to migrate all customers, but I don’t think that was ever the intention.

BT was meant to be left as business, and broadband plus home phone only customers.

EE was meant to be broadband plus mobile (home phone if they want it) and TV if they want to and other stuff etc etc.

Which is actually confusing anyway lol.

Re: Change of stance on BT consumer > EE?

Profile closed — Mon, 10 Mar 2025 07:22:24 GMT

I think this was inevitable once Marc Allera who was behind it, lost out on the top job to Alison Kirby.

All you have now is confused customers and two companies with broken backend systems and poorly informed staff instead of one.

The money and goodwill they have burnt through doing this, which incidentally they are going to do again by re-investing in Plusnet and launching a cheaper mobile brand via BT as they try to fix it, is mind boggling.

Glad I’m not a shareholder and won’t be a customer for much longer, so I don’t need to keep paying for this madness.

Re: Change of stance on BT consumer > EE?

Profile closed — Mon, 10 Mar 2025 10:14:11 GMT

@WillKirk

That’s interesting. In my case I’d called BT to complain abt/cancel my TV service, as they’d whacked up my £11pm to £20pm. Agreeing to £12pm as I was a “long standing customer”, the lad casually threw in at the end “and we’ll send you a new EE router”.

At that point our mobiles hadn’t been discussed. I initiated that a few days later - thinking that would maintain the simple one stop shop I’d had w BT. But presumably I could have left the SIMs w BT - for a while anyway.

So my case didn’t exactly fit - which ties in with your analysis - “we’ll make it up as we go along” 🤷🏼

Not corporate telecoms finest hour, really.

Re: Change of stance on BT consumer > EE?

JimM11 — Tue, 11 Mar 2025 16:37:37 GMT

@Profile closed Latest from Ispreview, you super faster TV, got to keep you happy unless the last foot note, you never even seen the diff!

EE UK Sees Positive Result from Trial of New Content Delivery Tech for TV Services - ISPreview UK