topic Re: Do I contact EE or BT? in Broadband & Landline

Do I contact EE or BT?

Ladyjane2022 — Mon, 24 Jul 2023 11:08:11 GMT

Have Broadband and phone contract with EE but pay BT line rental (copper wire). We have recently had building work done but builder has covered over our internal telephone connection. I now need a new feed into the house. I don’t know whether I have to do this via EE or BT.
My gut says BT but whenever I have had line problems in the past they have organised the engineer. I don’t want to start ping ponging back and forth between the two organisations.

Re: Do I contact EE or BT?

Chris_B — Mon, 24 Jul 2023 12:37:22 GMT

@Ladyjane2022 If your BB is with EE you should be calling EE. You could always contact a telephone engineer yourself to have this fixed as you’re going to be charged for it.

Re: Do I contact EE or BT?

XRaySpeX — Mon, 24 Jul 2023 12:54:15 GMT

As your landline is with BT & it is broken, you must contact BT. Treat it as that you are unable to use the phone & so it is a voice issue. Avoid mentioning BB as it may complicate matters.

Re: Do I contact EE or BT?

Ladyjane2022 — Mon, 24 Jul 2023 13:07:53 GMT

I have managed to speak to someone with BT and they are passing on
information to the Engineers to organise a visit (chargeable of course).

My main gripe is that it is virtually impossible to speak to someone to
explain what your problem is. They only seem to have customer service
numbers to speak to someone if are buying or upgrading.
I eventually had to make out I was moving and I way then transferred to
another department. Eventually, all my information was taken and will be
referred to The Engineering dept (no direct number for what I needed).
Watch this space. 😳😳😳

Bots and messages systems don’t always rectify the problem. Human
interaction is needed.

Re: Do I contact EE or BT?

Ladyjane2022 — Mon, 24 Jul 2023 13:28:16 GMT

The main problem is how to contact the Engineer. Most of the systems chuck you around to a ‘bot’ or go around in circles getting your line checked.

Managed to speak to someone today at BT when I phoned about moving home I was then transferred to someone who listened and actioned my problem. They originally also said I should contact an Engineer but was unable to give me a contact number. I think they could hear that I was at the end of my tether and could just as easily cancel my accounts with them and EE, as not in contract with either.

Re: Do I contact EE or BT?

XRaySpeX — Mon, 24 Jul 2023 16:29:55 GMT

Which Engineer are you talking about? You don't directly contact Engineers of your ISP or landline provider. They arrange any Engineer's visit as & when necessary.