topic Moved from BT to EE but no documents sent for new contract and not showing on ne in Broadband & Landline

Moved from BT to EE but no documents sent for new contract and not showing on ne

tjwatson300 — Fri, 23 May 2025 11:01:49 GMT

Hi there

I was persuaded to upgrade my braodband from BT wire to full fibre and was told over the phone that would involve transferring to EE. I was sent documents over the phone to agree to and signed up for a TV package - was not given the full details but was told that this would be provided by email and post.

The TV box was delivered and new fibre connection installed 2 days ago - all good. However I still have no documents and my BT account has been assigned as inactive, while my EE account only shows my mobile phone - and I can't link the braodband/TV account to it as I don't have an order number for this - only an order number for transferring my existing EE mobile to the new package.

Can someone advise please? Thanks.

Re: Moved from BT to EE but no documents sent for new contract and not showing on ne

Michael_D — Fri, 23 May 2025 13:13:41 GMT

Hi @tjwatson300

Thanks for coming to the community.

You would normally get a confirmation email with your package details on shortly after placing the order, but you'll also be able to see what you have when the broadband account is linked to your existing EE account.

Did you receive anything with your broadband account number? It should start GB followed by numbers.

If you have, you can login to your current mobile account on the EE app or the EE website and scroll to the bottom of the page to follow the steps to link your account.

If you don't have the account number, or that doesn't work, the best option would be to speak to our customer service guides who can bring up your details and help to get it all linked up.

Michael

Re: Moved from BT to EE but no documents sent for new contract and not showing on ne

Schockwave — Fri, 23 May 2025 14:27:02 GMT

@tjwatson300 , have you checked your spam/junk folder to see if anything is there?

Re: Moved from BT to EE but no documents sent for new contract and not showing on ne

tjwatson300 — Sun, 25 May 2025 11:10:22 GMT

Thanks Michael

No haven't received anything with broadband account number.

Guess will have to try the customer service gudes as recommended. Thanks.

Re: Moved from BT to EE but no documents sent for new contract and not showing on ne

tjwatson300 — Sun, 25 May 2025 11:11:00 GMT

Thanks for the reply.

No nothing in spam or junk I'm afraid.

Thanks

Tina

Re: Moved from BT to EE but no documents sent for new contract and not showing on ne

JimM11 — Sun, 25 May 2025 11:22:42 GMT

@tjwatson300 Try to send the text HELP to 66033, that should prompt a guide to call you, have THEM deal with linking your accounts as that will be more than likely the best way to get it working and saving you all the heartache....

Re: Moved from BT to EE but no documents sent for new contract and not showing on ne

paulpablo27 — Mon, 21 Jul 2025 16:30:01 GMT

I am a new customer to EE i was given chance on enrollment to download contract but did not as i was on telphoen to sales now i am being told you cant obtain your contract you only get one chance

Re: Moved from BT to EE but no documents sent for new contract and not showing on ne

JimM11 — Mon, 21 Jul 2025 16:40:50 GMT

@paulpablo27 All the general T&C's linked from the help, go see what you need, and you will have some general info about your order via e-mail to you!

Search results for "Terms and conditions"

Standard and Fibre Broadband Plans Terms and Conditions | EE more specific but also from the search link.

Re: Moved from BT to EE but no documents sent for new contract and not showing on ne

paulpablo27 — Mon, 21 Jul 2025 19:30:51 GMT

HI JimM11

I had taken out new contract as new user to EE on Sunday i accepted on Sunday During telphone conversation i was sent while on telphone a screen share invitation which you have to go through before being accepted all the contract you have accepted !!!

It gives you a one of chance to download contract ( not informing you its a one of chance) but while on call being distracted by conversation never activated the download was told its only a one chance after that you cant receive contract ( really hard to believe)

Since that invitation i have not been sent nothing no info no Terms& Cond i have telephoned EE & they are telling me this is all normal its lucky i Questioned Today my Tarriff as it was not what i agreed to but on telphone this was corrected

the whole episode does make me Question if this is correcxt procedures but been informed by EE this all correct that is reason i am on this blog on the Forum to ask other members opinions

Re: Moved from BT to EE but no documents sent for new contract and not showing on ne

JimM11 — Mon, 21 Jul 2025 19:55:39 GMT

@paulpablo27 Would say that you have been advised correctly, had the same for the mobile when i did that at the shop so as not to mess with the BB id and have it all tied together so one look one shot, BB i did as a complete online so all was sent and followed up e-mail wise. Anyhow no longer an EE customer but did do the screen capture agree mobile wise, but the terms and conditions are all online as a standard! And what i got BB wise is as explained and correct via the e-mail!

Edit:- 5 rapid e-mails 4 1st day and 1 the 2nd day, was not much in the orders screen as that took about a week to fill in with any kind of detail. E-mail with everything had the heading ""Thanks for choosing EE, James""

Re: Moved from BT to EE but no documents sent for new contract and not showing on ne

Schockwave — Mon, 21 Jul 2025 20:39:17 GMT

@paulpablo27 , have you checked your junk/spam folder? You should have received confirmation of your order and you can then also check the terms and conditions of the contract.