topic Re: Migration from BT to EE & BT Cloud in Broadband & Landline

Migration from BT to EE & BT Cloud

Colin_Black_EE — Sun, 29 Oct 2023 13:45:22 GMT

Hi,

After disccussions with the 'Loyalty' Account Team I have recently migrated from BT to EE For both Mobile & Landline based Broadband) I did this as BT advised they will stop providing Domestic Services, with their focus being on business customers, EE (part of BT Group businesses) will be the new default provider. I also made a small reduction on costs. I was addtionally advised that I would retain my BT Cloud and other previous BT features. The new Router & SIM were supplied, although I had no guidenace about the need to get a PAC Code to migrate my exisiting number, however after some support from help I managed to resolve this issue. Router Installation was simple, with just the need to migrate my Wireless devices.

BT deprecated their BT Cloud Services from October Last Year but existing customers retained the 1TB storge Cloud service. As part of this migration exercise I discovered that my Cloud Desktop Sync APP while appearing to work on the desktop was not actually Syncing my Content, and attampting to administer my BT Cloud account by Web Browser is not working at all. (error messges)

I'm now into my 2nd week of chasing this problem, and while I do have a helpful BT person keeping me informed of their 'Tier 2' Support team involvement, I'm not actually making any progress with accessing or adminstering my Cloud Store.

Anyone else successully migrated to EE and reatined their BT Cloud functionaility?

Thanks,

Colin

Re: Migration from BT to EE & BT Cloud

Christopher_G — Mon, 30 Oct 2023 08:22:57 GMT

Hi @Colin_Black_EE

Welcome to the community.

I'm sorry to hear of your experience with this. Please keep us posted here on what happens with that Level 2 investigation.

Chris

Re: Migration from BT to EE & BT Cloud

Colin_Black_EE — Mon, 30 Oct 2023 14:47:56 GMT

Certainly will, seems to be around the management of the accounts.

Colin

Re: Migration from BT to EE & BT Cloud

Colin_Black_EE — Wed, 01 Nov 2023 22:39:58 GMT

Update from BTComms

Quote:
'We are still continuing to look into your issue with Cloud services. We will check for further updates on Thursday 2nd and be in touch. Thank you for your patience'

As an example of the error's I've attached a screen grab for those who have an interest.
As a migrated customer I appear to have two accounts, one EE & one BT which makes sense as accessing the Cloud feature will be from BT. But looking at the products against each account number vis 'MyBT' it certainly doesn't look correct. Oh well we shall see what tommorow brings.

Colin

Re: Migration from BT to EE & BT Cloud

Colin_Black_EE — Thu, 02 Nov 2023 11:12:47 GMT

As well as the continuing Saga on Cloud & Tier 2 with which still no progress , a reminder today from EE asking me to return my old Kit. Which I would, however no returns bag has been supplied. The email advised for this to log in to you account and select 'Return Your Kit' (not a URL link) however I find no such Menu option, digging through the help I found this advice.....call us. Do I really need to call EE for this? ☹️

As part of correspondence on Cloud Issues this morning I've made mention of this, hopefully a returns bag will show up?
Looking forward to some update today from BTComms.

Colin

Re: Migration from BT to EE & BT Cloud

XRaySpeX — Thu, 02 Nov 2023 12:05:50 GMT

You may return all your EE BB kit incl. the EE TV Box for recycling free of charge by visiting www.eehomebroadband.com/returns where you can download and print a post-paid returns label.

Re: Migration from BT to EE & BT Cloud

Colin_Black_EE — Thu, 02 Nov 2023 13:50:54 GMT

A returns bag is on it's way apparently.
If emails mention a process then, actual links to the resource should be within the email.

Thanks for taking the time to respond 👍

Colin

Re: Migration from BT to EE & BT Cloud

Storm500 — Sat, 04 Nov 2023 15:05:53 GMT

@Colin_Black_EE What login are you trying to use, BT or EE?

Re: Migration from BT to EE & BT Cloud

Colin_Black_EE — Sat, 04 Nov 2023 15:37:41 GMT

Hi 'Storm' my problem is not related to logging in, that all works as it should.
It's the BT provisioning of the Legacy Cloud Service that's the problem.
Currently I await the results and response of 'Tier 2' support (BT) involvement.

Re: Migration from BT to EE & BT Cloud

Colin_Black_EE — Fri, 10 Nov 2023 10:51:54 GMT

Update.
My issue is now nearing 1 month old and No progress on my Cloud Issue other then being told it's still with Tier 2 support.
The minor issue of the missing Equipment bag was resolved, bag received and the equipment returned.

My 'final' BT Bill included a partial refund, despite receiving paper correspondence dated 31/10 the 'refund' has not appeared in my bank account.

Very disappointed with the lack of progress, my contact from EE support provides regular apologies but nothing seems to move forward.

Colin

Re: Migration from BT to EE & BT Cloud

Storm500 — Fri, 10 Nov 2023 11:16:49 GMT

@Colin_Black_EE Have you tried contacting BT support or posting on BT community, where the mods may help, about the problem with BT Cloud. My understand is that it’s staying with BT and hasn’t been moved over to EE.

Re: Migration from BT to EE & BT Cloud

Colin_Black_EE — Fri, 10 Nov 2023 15:38:16 GMT

Yes, you are correct Cloud stays with BT.

My helpful contact is with BT, the issue I suspect the problem is the lack of response from Tier 2 internally.
I've mailed today requesting a point of contact for Tier 2 or preferably a manager.
I have a background in ICT support and I know it can be challenging dealing with issues, but the lack of meaningful feedback isn't really acceptable.

Thanks for taking the time to post.

Re: Migration from BT to EE & BT Cloud

Storm500 — Fri, 10 Nov 2023 16:03:41 GMT

That’s ok. As you were posting on the EE community I read your posts that you were contacting EE. I’ll have to see what happens when we migrate over to EE as we have BT Cloud and emails.

Re: Migration from BT to EE & BT Cloud

XRaySpeX — Fri, 10 Nov 2023 16:55:40 GMT

@Storm500 : EE supply no email addys. You could convert to BT Premium Mail for £7.50 pm when you leave BT BB.

Re: Migration from BT to EE & BT Cloud

Storm500 — Fri, 10 Nov 2023 17:18:15 GMT

@XRaySpeX Existing BT broadband customers who have BT Cloud and/or BT email who migrate to EE broadband can keep their Cloud & emails for free and they will still be administered by BT not EE.

Re: Migration from BT to EE & BT Cloud

Colin_Black_EE — Fri, 10 Nov 2023 21:50:32 GMT

That's supposed to be my situation, I do have two accounts one EE and one BT Problem is the legacy BT Cloud element doesn't work as it should, I guess I'll just need to wait for the response from Tier 2 support.

Thanks for the comments, I'll provide feedback when I make progress.

Colin

Re: Migration from BT to EE & BT Cloud

Colin_Black_EE — Tue, 14 Nov 2023 12:31:01 GMT

Update.

Following another contact with support, I'm advised that this issue is still being investigated.
Although It also was mentioned in email correspondence that other customers are now having the same or similar problems.

For clarity the Mobile Phone BT Cloud APP appears to work as it should, as does (in part) the desktop APP.
Looking at the system Tray APP it appears that files are being Sync'd with the Cloud (that's the good news)

The problem is in the administration of the Cloud from the Desktop or from the link from within in the Desktop APP. Launching those goes to the relevant Web page but all you get is errors including 'Cloud is no longer Available'.

I should also mention that when I migrated my Cloud storage was set to 0 Bytes available. With this support successfully quickly made the Storage available (1TB)

More updates when I get any progress.

Colin

Re: Migration from BT to EE & BT Cloud

James_B — Tue, 14 Nov 2023 12:22:35 GMT

Thanks for keeping us updated @Colin_Black_EE 🙂

James

Re: Migration from BT to EE & BT Cloud

Colin_Black_EE — Tue, 05 Dec 2023 10:03:06 GMT

Update

As we now head to the 2nd month of no ability to administer my cloud on a Computer and despite periodic emails from the one person who has been trying to help Ive made no progress. Ive been supplying screen shots, and feedback to try and help them but it's seemingly useless. I had been promised communication from a manager this week but sadly this hasn't happened either. It's now time to talk about compensation for the failure to have delivered a service which I'm paying for. I will shortly be drafting and sending a formal letter of complaint to BT/EE and will be seeking redress for their failure to deliver a working service, which is in essence a breach of contract.

As before as and when and if I gain service I'll share the outcome.

Regards,
Colin

Re: Migration from BT to EE & BT Cloud

Neil-O — Tue, 05 Dec 2023 11:19:50 GMT

Hi, @Colin_Black_EE I'm so sorry to see you've been experiencing problems with the BT Cloud service. We've seen reports on the BT Community forum this morning that the known problem you've mentioned is resolved, customers have been able to gain access and sync files. Have you tried accessing it this morning?

If you're still having problems, reply to the private message I've sent you and we'll be happy to chase up the BT Cloud team for a resolution.

Thanks

Neil