topic Re: BT to EE in Broadband & Landline

BT to EE

Mark672 — Tue, 17 Jun 2025 09:45:37 GMT

After being told I had to move from BT to EE for broadband, the billing issue is still ongoing.
Cancelled all BT direct debits as, as far as I’m concerned I no longer have any BT products. Set everything up with EE, same direct debit agreement as my mobile phone contracts. EE wifi installed in March, no problems apart from BT still trying to bill me for wifi that I no longer have and EE not billing me monthly for their broadband that I have been using since March. Have tried speaking to both BT and EE over hours of online chats and calls, still no solution and passed about from department to department.

Now to really add insult to injury BT have filed a missed payment on my credit report!

Honestly wish I hadn’t bothered going with EE, the crossover of the two companies has been confusing to say the least.

Re: BT to EE

Debbie_G — Tue, 17 Jun 2025 12:18:40 GMT

Hi @Mark672.

Welcome to the community.

I'm sorry to hear you're not being billed monthly for your EE Broadband. What did our team advise the next steps would be when you last spoke with them?

To discuss your credit report and billing with BT, I'd recommend getting back in touch with BT so this can be checked further.

Debbie

Re: BT to EE

Timbo45 — Tue, 17 Jun 2025 14:02:40 GMT

@Mark672

Big mistake cancelling the Direct Debits, for future reference don't ever do that.

I think when I was switched EE automatically created a new DD based on my BT details, think you cancelling the BT ones prevented that happening.

Re: BT to EE

Mark672 — Tue, 17 Jun 2025 14:06:20 GMT

It was over a month before I cancelled the direct debit. I’ve already had a direct debit in place with EE for two years from mobile. Biggest mistake was trusting two companies to do anything competently

Re: BT to EE

Mark672 — Tue, 17 Jun 2025 14:09:19 GMT

Spent 40 minutes online with an advisor, all they could say was call EE. An absolute joke, I’ve now informed several members of EE (you included) and BT that there is a problem, no one wants to take ownership of the problem and actually do anything about it.

Re: BT to EE

Debbie_G — Tue, 17 Jun 2025 15:45:53 GMT

Thanks for getting back to me @Mark672.

I'm sorry to hear that you've been having some problems trying to get this sorted out. To ensure we address your concern thoroughly, I recommend completing our online complaints form. This will allow our dedicated team to investigate your issue in detail and take full ownership of your complaint.

Debbie

Re: BT to EE

XRaySpeX — Tue, 17 Jun 2025 19:25:51 GMT

@Mark672 wrote:

It was over a month before I cancelled the direct debit. I’ve already had a direct debit in place with EE for two years from mobile.

Your DD for EE mobile has nowt to do with your EE BB a/c. They are separate billing systems with consequent separate DDs. So you cancelling your BT BB DD prevented them carrying it over to EE BB.

Re: BT to EE

zulu17 — Tue, 17 Jun 2025 20:01:32 GMT

@Mark672

As it appears that you are being bounced between two companies in BT group with noone in either compny apparently owning the problem

I would suggest that

you write a complaint to BTGroup CEO whoose email address can be found with simple google search and that will get referred to executive level complaints and get some action for you.