topic Re: Kiosk After Switch from BT to EE broadband in Broadband & Landline

Kiosk After Switch from BT to EE broadband

BryanKOO — Mon, 29 Jan 2024 22:38:43 GMT

Switch from BT to EE broadband in Mid Dec :

1. BT account was suspended immediately.

2. No EE account was given. Can't link broadband account in EE website.

3. My child is addicted to internet but now I lost access to the BT router. I can't update router setting.

4. EE should have known this problem when promoting the new EE plan to me in mid-Dec BUT THEY HIDE THIS PROBLEM and did not inform me of that !

5. A lot of BT to EE customers had the same problem. CS told me a specialist team is handling this issue as it affects so many customer. Instead of giving me information/update, CS called me once a week and ask me if there is broadband service information in my account. They had no information of the issue at all.

I have no confident that they can't resolve the problem within 8 weeks time and will seek help from ombudsman by then.

Re: Kiosk After Switch from BT to EE broadband

Robbie-Mac — Thu, 01 Feb 2024 10:11:18 GMT

Hi @BryanKOO

Welcome to the EE Community and thank you for your post.

I am sorry for the problems you've experienced moving your services over to us. It's really disappointing to see that things didn't move as smoothly as we would have liked.

I wanted to reach out to double check how things are now and if you still needed a hand with this. Can you post back and let me know please? We can help out from here if needs be.

Thanks,

Robbie

Re: Kiosk After Switch from BT to EE broadband

mcs68 — Thu, 01 Feb 2024 18:08:11 GMT

Hi. Thanks. I called today again and someone seemed to work out the problem It still, nothing resolved as of this evening, I’m afraid to say. I don’t have a broadband account number to give you because I never got one and can’t access it online, even though the basic broadband is working bit on my mobile account which should be linked to it and according to the person I spoke to today has a different account number nothing can be done, no inf shows, I can’t sort out our TV, and I cannot link our mobiles for those benefits