topic Re: BT to EE Broadband migration - No offer near new customer offers in Broadband & Landline

BT to EE Broadband migration - No offer near new customer offers

ItsRobbyRhino — Fri, 24 Apr 2026 20:44:14 GMT

Hi!

I'm a current EE mobile and BT broadband customer. I have paid off my device and I'm currently on a rolling contract for my airtime. I am also currently out of contract with my BT broadband and on a rolling contract.

I was hoping to move my BT broadband account to EE broadband. I was then hoping to use the EE One discount to get a new device and airtime plan.

Using my EE mobile account, I am offered fantastic deals for broadband, but if I try to migrate via the migration link, via an EE guide on chat or a sales guide via phone, I am not offered a deal anywhere close to what I could get if I was not already with BT.

Is there any way that I can get around this issue without having to cancel my service with BT and reapply with EE?

It seems crazy that current customers get such poor broadband offers, especially when they are out of contract and already mobile customers.

Thanks for any help.

Re: BT to EE Broadband migration - No offer near new customer offers

Mustrum — Fri, 24 Apr 2026 20:48:35 GMT

@ItsRobbyRhino have you tried calling Customer Services?

Compter options online have no flexibility, but CS may have a more attractive option.

Re: BT to EE Broadband migration - No offer near new customer offers

ItsRobbyRhino — Fri, 24 Apr 2026 20:56:38 GMT

I have. I've tried the migration link, EE guide via chat and customer service.

The customer service assistant just apologised and said he knows it's not good but he can't do anything his end. He asked retentions as well apparently and they told him no existing customer will ever get a deal like a new customer.

What I don't understand is how I have read some people have managed to get the new customer offers whereas others are just ignored.

Re: BT to EE Broadband migration - No offer near new customer offers

robh661 — Fri, 24 Apr 2026 21:03:58 GMT

It’s been like that since EE started their 1.6gb broadband service as that starts at about £70 for NEW customers but ex-BT customers can’t get the new speed, or price and we’re trapped on the old 900mb at just over £100 a month.

Re: BT to EE Broadband migration - No offer near new customer offers

Conrad1961 — Fri, 24 Apr 2026 21:05:11 GMT

By being on a rolling contract you have inadvertently put yourself between a rock and a hard place. Have you tries to get hold of the BT retentions team to get a decent deal, you could also tell them you are happy to migrate to EE if they give you a decent deal. BT cancellations are worth a call because they can offer deals if is clear you are intending to move to a new ISP, a bit of bluffing is required and again you may be migrated to EE anyway.
It may be hard to do any broadband deal direct with EE as they aren't the provider and may not have the ability to over-ride the BT side but you could try to get through to the value team but you may need to be an EE broadband customer to do so.

New customers always get the best deals and by being on a rolling contract you have indicated that you are happy to pay a higher price for the privilege of doing so.

Re: BT to EE Broadband migration - No offer near new customer offers

ItsRobbyRhino — Fri, 24 Apr 2026 21:17:47 GMT

The mobile plan rolling contract was initiated when I still had a year left to pay for my device and was a good enough stop gap whilst I was waiting for that period.

The broadband rolling contract is a couple months old and essentially, I am paying the same as what I did during my 2 year contract. The reason I haven't done anything about either is because I wasn't able to during my contracts and the upgrade offers are worse than I am currently paying. I'm not sure I could have done anything different if I am honest and they certainly shouldn't view it as customers willing to pay more because I haven't been.

According to today's customer service assistant, he asked retentions whilst I was on the phone and they didn't want to know.

I've told them I wish to leave if they cannot price match a new customer offer but they quite frankly don't care.

I will of course try again and I'll have to try and speak to more people in the hope I get someone competent or somebody who is able to or has the authority to do things a little differently.

I'd be delighted if a staff member comes across this post during working hours and has a solution.

Re: BT to EE Broadband migration - No offer near new customer offers

Conrad1961 — Fri, 24 Apr 2026 22:51:00 GMT

As an existing customer it is extremely unlikely you will get a deal matching a new customer but it really depends who you speak to. If you tell a frontline service assistant that you want to leave if they don't price match you will get the don't care stance as they can't do it and that may be why retentions said no because they weren't going to match but if you took a more relaxed stance they may have been willing to interact and given a deal close to what you wanted - it's called playing the game.

Just approach it giving facts that other ISPs offer so much but you must accept that those offers won't be matched but if you are amenable and willing to negotiate a figure that is higher but within your tolerance then you may get somewhere. If you stick to your rigid new customer price match you are dead in the water and will have to go to another provider.

Re: BT to EE Broadband migration - No offer near new customer offers

ItsRobbyRhino — Fri, 24 Apr 2026 23:16:28 GMT

I appreciate what you're saying. I have played the game many times before and it's more often than not worked out for the best. I've definitely been fortunate before and I'm usually articulate enough to be able to negotiate myself a reasonable deal.

This particular situation seems to be different in the sense the offers are so wildy different, it doesn't make sense.

I was actually offered the new customer deals a couple weeks ago, but I couldn't complete the switch due to an emergency appointment arising. I was told my notes were on record and that I can contact again anytime to complete the process. Since then I've had deals offered ranging from £10 to £30 difference and when asking about a compromise, I've had staff retract offers in the same conversation due to their systems not loading options that should be there.

I like to think I am very friendly on the phone and I always speak in a nice manner and reiterate I know that it is not the frontline assistants fault if the first options are not what I am looking for. Unfortunately, attaining a reasonable outcome this time it appears like it might become a challenge.

If you search BT to EE broadband migration across this forum, Reddit and Facebook, there is obviously a widespread issue with this particular problem. Some peope being allowed to switch for a new customer price, or one close enough to being acceptable. It also seems many customers have had a similar problem to me and I've even seen customers paying double what I am. The worrying part is many staff I have spoken to don't seem to grasp what it is I am asking. A lot do, but many hadn't even heard of a value team.

I appreciate you taking time to respond and if there are any more thoughts from yourself or anyone else, I'm definitely all ears. If any staff member is reading this, please reach out!

I don't mean to be 'that guy' with a sob story, but dealing with this situation whilst currently battling multiple health issues is becoming a little stressful, especially when relying on technology is the only thing keeping me sane lol.

I hope you have a pleasant weekend and if I manage to get any luck, I will be sure to update so anyone in this situation can try what I have :).

Re: BT to EE Broadband migration - No offer near new customer offers

Chris_S — Sat, 25 Apr 2026 07:24:50 GMT

Hi @ItsRobbyRhino

I'm sorry to hear that our guides weren't able to match a deal that you've found for a new customer.

I can imagine it's frustrating, given that you're an existing customer wishing to stay with us.

I'd recommend giving us another call, and this time speaking with our retentions team directly.

As you mentioned, you have an EE mobile phone, our team may be able to arrange a very competitive combined deal for your mobile and home broadband.

Chris S