topic Re: Appaling service since being encouraged to migrate from BT to EE Broadband in Broadband & Landline

Appaling service since being encouraged to migrate from BT to EE Broadband

Datacr0ft — Sat, 16 Dec 2023 15:10:50 GMT

Having being 'encouraged' to migrate my something over twenty years relationship with BT Broadband to the new better? EE Broadband service for less than three weeks. it has been proved to be a constant problematic service.

Not withstanding the replacement of my two previous GOOD BT complete WI-FI discs with two new EE devices that now seem to provide even less signals to my property even though they are all in the same locations as before,

I'm also constantly (now four times in the last three weeks) having to reboot the EE Smart Hub Plus device in order to get the previously stable telephone line to work. And yes, I have ditched the Home Phone Adapter so the telephone is DIRECTLY connected to the EE Home Hub Plus.

So my simple question is has anyone been successful in forcing EE to migrate me back to my good old BT Broadband service or am I better off cancelling the service completly and bite to bullect by going to a better service provide?

Re: Appaling service since being encouraged to migrate from BT to EE Broadband

garywood84 — Sun, 17 Dec 2023 14:41:01 GMT

Sorry to hear you've been having such a terrible experience, @Datacr0ft. I share your frustration, having been persuaded to move over to EE from BT, and subsequently had nothing but problems. "New" EE just isn't ready for prime time - we are all beta testing it and paying for the privilege.

I currently have an open case with BT Executive Complaints. The complaints manager is still investigating some issues, but he has already offered to release me from the contract without a termination fee, so that I can sign up with BT again. They can't just move me back, it seems, so it would be a case of cancelling and starting again, although the benefit is that the BT package is now cheaper than I was paying before.

I'm holding out for a response on the issues in the complaint, which the complaints manager is working through, because if we can get through those issues, I'll stay with EE, on the basis that the Smart Hub Plus router and Smart WiFi devices are giving me WiFi 6 connectivity, which is significantly faster than WiFi 5 on the BT kit. It has to be stable though, because any speed increase isn't worth it, if the connection isn't rock solid.

I might also consider Vodafone, if I do have to move: it's already offering WiFi 6E devices, which are a step up again.

Re: Appaling service since being encouraged to migrate from BT to EE Broadband

Neil_F — Mon, 18 Dec 2023 09:28:50 GMT

I was moved without my permission or authority. Disgraceful practice by a bad salesman.

I've got a complaint out too but nothing is happening!

Re: Appaling service since being encouraged to migrate from BT to EE Broadband

Neil_F — Mon, 18 Dec 2023 17:11:34 GMT

Complaints manager called and basically nothing can be done! I'm not at all happy about the forced move from BT to EE. Apparently they can't find my call with the salesman! Very convenient. I'd be interested in knowing if you are successful in your move back to BT.

My case has been closed. No apology, nothing at all. And I've got a phone system that keeps dropping out! I've been caused lots of stress for not receiving any benefit at all.

Re: Appaling service since being encouraged to migrate from BT to EE Broadband

Datacr0ft — Thu, 28 Dec 2023 11:02:54 GMT

So the saga continues.

After a visit from an EE Home Engineer who declared everything was working correctly within the internal environment the call was escalated to Openreach as it 'must' be an external connection problem.

So, an Openreach Engineer duly called and checked all the external connection and obviously the the EE Smart Hub Plus and declared all was fine with an excellent connection to all!

Now the interesting bit. Casually the Openreach Engineer suggested that for a few days, switch off the Smart Hybrid Connect device as he has experienced that 'sometimes' this has overwhelmed the WIFI signals.

Why is this interesting? Well the Smart WIFI Plus device closest to the Smart Hybrid Connect device was causing issues by constantly flashing Blue as trying to pair with the EE Smart Hub with little success. Even trying to reset this errant Smart WIFI Plus device with the pin reset choice this device simply wouldn't play ball even when placed alongside the EE Smart Hub Plus and simply would not pair at all!. EE have now kindly dispatched a replacement as it is obviously faulty.

Anyway, with the new Smart Hybrid Connect still switched off, I used another, working, Smart WIFI Plus device in the same position as the previously delinquent device and everything appears to working fine now.

So I'm pondering whether there is a problem with a contention of a Smart Hybrib Connect in close proximity to a Smart WIFI Plus and overwhelming the WIFI signals and caused the previous problems.

Any comments or similar issues would be gratefully appreciated before I'm brave enough to switch on the Smart Hybid Connect device on again

Re: Appaling service since being encouraged to migrate from BT to EE Broadband

CF1945 — Thu, 15 Feb 2024 17:41:14 GMT

Visited EE shop early Jan 2024 to renew my EE mobile contract. Was already with BT for fibre broadband / home phone. Was persuaded to transfer to EE broadband / home phone due to faster speed and significant discount on new mobile SIM for migrating. Mobile contract went OK and dramatic upgrade of broadband speed the following day. Then all gone crazy! Several contacts from EE asking me to merge my mobile and broadband identities onto My EE. Links provided to do this didn't failed and asked me to call a guide on 150. In the ensuing 6 weeks I have spoken to guides at call centres all over UK and even Ireland -- non have fixed the issue . I received an email inviting me to view my latest broadband bill on My EE but can't because contact not merged onto my EE! At last, yesterday, spoke to a guide who admitted there are major teething troubles with ID mergers and that he could not advise when will be resolved. Assured me that delay will not negate discount on my SIM and offered to send me broadband bills by post until system issues resolved. He had received 18 similar complaints so far this week.

Appears the BT / EE merger has been poorly planned and implementation a shambles, compounded by poor advice from EE guides and shop staff.

Re: Appaling service since being encouraged to migrate from BT to EE Broadband

AKG2 — Thu, 29 Feb 2024 20:48:09 GMT

Similar experience except after about 8 weeks executive complaints said they were closing the complaint & referring outstanding problems to teams working those problems. They also provided me with a letter so I could take my complaint to Ofcom, which I'm about to do.

No offer of any price reduction for an inferior service to old BT. In fact increased my mobile charges for unlimited data on mobile, even though adverts said free unlimited mobile data if you switch broadband to EE.

Stonewall from EE, no timeframes to fix, no price reduction, no real apology. They were a good mobile service provider, now they're a hard to deal with and apparently unconcerned with customer service.

Re: Appaling service since being encouraged to migrate from BT to EE Broadband

XRaySpeX — Fri, 01 Mar 2024 02:05:05 GMT

@AKG2 wrote:

They also provided me with a letter so I could take my complaint to Ofcom, which I'm about to do.

Not Ofcom, who don't handle individual complaints, but EE's ADR provider, Ombudsman Services.

Re: Appaling service since being encouraged to migrate from BT to EE Broadband

Nsmurf — Sun, 03 Mar 2024 10:20:53 GMT

I was encouraged to migrate from BT to EE aswell, For broadband, telephone, and TV package, I was a Halo3+ with BT and had excellent service. I was told that the change would be "seamless" and nothing for me to do.

A new router and 3 new "wifi Discs" were dispatched that i had to change and install myself. plus send back all my BT equipment.

i have changed the router, and somehow managed to get the wifi discs to show a blue light most of the time, but cannot acces the from my router hub, they are not even showing. have lost the use of my second tv box, have lost UHD, and finally cannot get everything to link to my EE app. my original order with BT has been cancelled, reinstated, changed, and finally complete. but i don't have an account with EE, so cannot be conected to all my services. this has been going on for a Month with promises of call backs to get things moving, and that the complaint has been moved up to a higher level, and they will be in touch.......still waiting, on the plus side, without an account they can't bill me........

wish i could go back to BT but i believe that this is the future for all BT customers and EE is the future.

Anybody else having similar problems, because Sky is looking pretty good at the mooment.

one last thing I am being petered to send back my BT stuff, they may get everything back very soon

Re: Appaling service since being encouraged to migrate from BT to EE Broadband

berjudge — Sat, 30 Mar 2024 15:01:00 GMT

IUDEX

Having had trouble with my BT box, and following transfer of my BT account to EE, EE sent me a new pro box and an « engineer » to install it and transfer my telephone to VOIP. Various offers were also made to improve my package one of which was no CPI increase until 2025. I find out today that, unbeknown to me , all this triggered a new 24 month contract and, for good measure, the CPI increase had been added to my monthly payments. I called EE again today to cancel the new contract and put me back where I was - to do that, they would have to transfer my account to BT but that can no longer be done apparently. My options therefore are to accept the new EE contract or come out of contract at no cost and replace all my service within 14 days or be without. What appalling customer treatment! 6

Re: Appaling service since being encouraged to migrate from BT to EE Broadband

pyrotenax — Sat, 30 Mar 2024 15:20:45 GMT

"BT" will be looking after business customers only and leaving the domestic side to EE

Re: Appaling service since being encouraged to migrate from BT to EE Broadband

Nsmurf — Mon, 01 Apr 2024 09:55:33 GMT

Have managed to get back to BT broadband and digital phone, getting my TV package is another story. i am assured it will be up and running by Thursday 4th April.......(not holding my breath).

only been without my TV package since 14th February..

wish i had never listened to the sales person that said the change over is seamless and nothing to do.

I have enough routers, wifie extenders etc to start up my own shop.......lol

Re: Appaling service since being encouraged to migrate from BT to EE Broadband

garywood84 — Mon, 01 Apr 2024 10:17:23 GMT

@Nsmurf Glad to hear you're getting sorted mate.

Did they let you move directly back to BT? I asked about doing that, but was told the only way to do it would be for me ot be released from EE contract without penalty, and then sign up again myself with BT!

Re: Appaling service since being encouraged to migrate from BT to EE Broadband

Nsmurf — Tue, 02 Apr 2024 09:55:01 GMT

Gary,

all i said was that i wanted to go back to what i had before they made
the change.

they said it would take longer, but as i had never had the ee tv package
working they couldn't throw the contract thing in the mix.

ps

still not working properly.

the activation date is 4th April.............

the saga continues.

--
Best Regards

Noel

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

Re: Appaling service since being encouraged to migrate from BT to EE Broadband

vancouverbrit — Tue, 02 Apr 2024 11:46:49 GMT

I can't even get them to close the complaint so I can go to the ombudsman!

Re: Appaling service since being encouraged to migrate from BT to EE Broadband

Badgers2 — Fri, 19 Apr 2024 11:48:11 GMT

Like the 'Investigator' I was 'encouraged' to transfer to EE two days ago, nothing but problems!!! My landline no longer works, I wasn't told that my telephone extensions would no longer work! I have unplugged the phones and done as they have said still not working, there is no green port to plug into on my router when I call EE I get an automated voice telling me to press 1 for further help I did this and got cut off several times. I am tearing my hair out, THIS IS NOT A SERVICE AT ALL RATHER A DIS SERVICE. I WAS TOLD ONCE TRANSERRED OVER I CANNOT REVERT!! It is all a joke. Can someone out there give me some advice!!!

Re: Appaling service since being encouraged to migrate from BT to EE Broadband

Badgers2 — Fri, 19 Apr 2024 11:51:04 GMT

Same here!! Moved two days ago landline is no longer working, I was told I could not revert to BT once transrfferd over I cannot get through to anyone except an automated voice which told me to press 1 for further help did that nothing worked and got cut off Now tearing my hair out don't know what to do!

Re: Appaling service since being encouraged to migrate from BT to EE Broadband

JohnS_99 — Fri, 19 Apr 2024 13:07:45 GMT

In a similar situation, out of contract with BT and forced onto EE. However price remained the same and I was assured all would be seamless - even keeping the old BT smart hub and disc. Now 2 days into new contract all seems to be working ok with no problems. {But today I received two bags from BT and one from EE asking me to return all the equipment within 60 days. Not really possible as I am still using it all !!}

Re: Appaling service since being encouraged to migrate from BT to EE Broadband

XRaySpeX — Fri, 19 Apr 2024 14:21:07 GMT

@Badgers2 : If you asked to transfer your landline to EE you should've been sent a suitable router with a green Phone port. Which router have you? Which EE BB plan are you on?

Re: Appaling service since being encouraged to migrate from BT to EE Broadband

JohnS_99 — Fri, 19 Apr 2024 18:53:11 GMT

Hello @Badgers2. I did not request a transfer to EE. I was told I was being moved across. No choice, he told me all BT residential customers were being transferred and BT was to be reserved for business customers only. I have a BT Smart Hub 2 with FTTC which he said would continue without a break (which is true). No mention of replacement EE equipment.