topic Re: Long hold times. in Broadband & Landline

Long hold times.

brendaL — Mon, 12 Oct 2026 15:27:00 GMT

I have just spent a frustrating afternoon with EE. After half an hour on hold I gave up. Though looking through the posts, this was a comparatively short time to wait , I thought I maybe would have better luck with the App.Took me through the whole log in process only to take me back to the beginning 4 times. So gave up. I have now written a letter to customer services. But it should not be so difficult to make contact. I wanted to ask why EE is so much more expensive then BT, as my contract is coming to an end.They are basically the same company, when I changed from BT 2 years ago EE still used the BT hub. Maybe I just have to contact BT direct and let them deal with EE. Get your act together EE, this is not acceptable.

Re: Long hold times.

JimM11 — Mon, 12 Oct 2026 15:38:30 GMT

@brendaL If you are on the new EE Broadband system, then it's a text with GUIDE to 66033 on a mobile that is registered to your account, sit back and wait for EE/BT Guide to call you back on the mobile.

BT and EE are basically NOT THE SAME ISP, each are independent companies that are owned by the BT GROUP, OR (Openreach) and PN PlusNet also in the BT Group and soon to be TalkTalk as an added bonus if you look at it that way.

EE has 4 levels off service from bare min to all singing dancing, with that you pay's the extra for service. BT may or may not take you back from EE you can only see when your min period expires, or just move elsewhere like others do every 24 months.

Re: Long hold times.

XRaySpeX — Mon, 12 Oct 2026 16:35:00 GMT

EE & BT are separate ISPs with their own products, services & prices. They are both subsidiaries of the BT Group.

@brendaL wrote:
when I changed from BT 2 years ago EE still used the BT hub. .

No, they didn't in general. EE made you in particular use the BT SH2 as you came from BT & it was suitable for EE BB.