topic Re: The ongoing saga of transferring from BT to EE... in Broadband & Landline

The ongoing saga of transferring from BT to EE...

garywood84 — Thu, 04 Jan 2024 19:02:21 GMT

It's now over five weeks since I moved over from BT to EE on the promise that everything would be and work the same, except I'd have upgraded WiFi, from the Smart Hub Plus and Smart WiFi devices.

That has proved to be anything but the case, and I still have the following outstanding issues:

I can't pay by recurring card payment, despite this being an option with BT and the EE sales adviser confirming I'd be able to set this up with EE after the transfer.
DDNS functionality has been removed from the router, which is necessary given that EE only offers dynamic IP addresses.
Alexa functionality is no longer available for the Advanced Digital Phones with Alexa, despite the fact that the sales adviser confirmed I'd keep using my digital phones as with BT. EE has confirmed this functionality will not be reinstated.
Whilst initially accessible, my broadband account has now disappeared altogether when I log in to EE via the website or the app, so I can't access bills or manage the account because I have no way, on any platform, to access it.
When the broadband account was visible on the EE website and app, I couldn't use the Manage WiFi option, because it gave an error that I wasn't connected to my home WiFi, even though I was.
When the broadband account was visible on the EE website and app, I couldn't access my bills, because it would consistently take me to the login screen, log me in, then loop back to the login screen.
I can't use the EE-WiFi hotspots, because when I select to sign in with my EE broadband details, it accepts my login details, but then loops back to the login page and doesn't enable my network access.
The EE app now doesn't even work properly for me to manage my EE mobile account, because most of the fields where there should be information/function buttons say "Something's wrong".

I'm still in touch with BT/EE Executive Complaints, and have already been offered the opportunity to exit the contract without penalty, so that I can go back to BT (or, maybe give Vodafone a shot - it's advertising WiFi 6E routers, although it's speed guarantee is lower than BT/EE's). I'd tried to hold off doing that, in the hope that EE would resolve these issues. But I think the time is coming where I'll have to accept EE is in a mess and move on. EE is using paying customers as beta testers at the moment, and not even responding very well when we highlight the problems you'd expected beta testers to find. It's simply not good enough.

Re: The ongoing saga of transferring from BT to EE...

garywood84 — Sun, 07 Jan 2024 17:01:47 GMT

I've just had a further update from my BT/EE Executive Complaints Manager.

He has escalated the issues I'm having with the app to an offline team responsible for it, but hasn't had an update from them in over a week, despite chasing! Not sure whether to be reassured by that -- in the sense that even a senior contact in EE isn't getting answers -- or worried, on the basis that it suggests that nobody in EE really knows what's going on with this app...

I've agred to give it another week to see if they can get to the bottom of it. There remains the option of going back to BT, but that will mean losing WiFi 6, which was my whole reason to move to EE in the first place.

Re: The ongoing saga of transferring from BT to EE...

XRaySpeX — Sun, 07 Jan 2024 17:22:10 GMT

They should be shot whoever decided to config much of the router settings from an app necessitating a smartphone which not every user may have or wish to use for config'ing a router. We all notice how good EE is at coding apps!

Re: The ongoing saga of transferring from BT to EE...

garywood84 — Sun, 07 Jan 2024 17:29:28 GMT

@XRaySpeX I agree wtih you mate, although most of the settings are configurable directly in the router's control panel, via web browser.

The wider problem I'm having is that I can't actually access my EE accounts properly now, using the app or via the website. It appears as if my Broadband account has become unlinked from my mobile account, so when I log in, I can't see anything -- including billing -- related to my Broadband.

The whole thing is a mess!

Re: The ongoing saga of transferring from BT to EE...

XRaySpeX — Sun, 07 Jan 2024 19:10:42 GMT

@garywood84 : Not:

Device naming/discovery.
Access Control/Parental Controls
WiFi Enhancer, Work Mode , Game Mode , whatever they are.
...

Re: The ongoing saga of transferring from BT to EE...

garywood84 — Sun, 07 Jan 2024 19:18:04 GMT

@XRaySpeX I think you're right with (1) and (2) - I just don't use that functionality so haven't discovered that it's only available through the app. It is ridiculous that the app is the only way to edit those things - the primary control panel should be the web interface.

(3) is just marketing hype, rather than useful functionality, isn't it?

Re: The ongoing saga of transferring from BT to EE...

XRaySpeX — Sun, 07 Jan 2024 19:26:50 GMT

@garywood84 : 3. Probably! I just haven't discovered what they are exactly. Probably just fancy names for tweaking some of the router's usual WiFi settings.

Re: The ongoing saga of transferring from BT to EE...

XRaySpeX — Sun, 07 Jan 2024 22:17:09 GMT

Of course EE being traditionally & mostly a mobile supplier just has to force users of a non-mobile product to purchase a mobile product 😉 !

Re: The ongoing saga of transferring from BT to EE...

Sal_ — Wed, 07 Feb 2024 09:50:21 GMT

Hi Gary,

I am waiting on EE contacting me to move from BT to EE broadband as I am an EE mobile user with all my family and wanted to check what cost benefit it would be with the new offer of the unlimited data for all mobile users.

Anyway is it worth the hassle to move?

Cheers,

Allan

Re: The ongoing saga of transferring from BT to EE...

turbotapeworm — Wed, 07 Feb 2024 11:07:47 GMT

It's interesting to read that they have at least managed to provide someone moving from BT to EE with an updated router but the rest of your feedback is concerning.

I'm having issues of my own (as documented here) but wonder if I need to stop worrying about the BT Smart Hub 2 being replaced (and BT badgering me to send the old one back on a daily basis) given what I'm reading. The account side of things is still messy here too, I presume the features they're advertising like being able to control WiFi access on a granular level to shut the kids off at night is just a pipe dream at this point.

As I said in my own post it feels like they've been surprised by people moving from BT to EE rather than it being something they actively encourage and have the mechanisms in place for.

Re: The ongoing saga of transferring from BT to EE...

Sue194 — Wed, 07 Feb 2024 15:55:43 GMT

My contract with BT expired in mid-November so I rang to see if I could get a better deal (Broadband and landline}. They suggested EE would be cheaper so I agreed to a transfer. The transfer didn't go well but after many phone calls only one thing is unresolved. I have an EE account that I can't access. I now get an email telling me that a direct debit is being collected but I can't check how much it is. This is a fault affecting people who transfer from BT to EE and customer services are aware. EE are in breach of the Direct Debit Guarantee and I've already received compensation of about £50 for 'their service not being up to my expectations'. My advice is to make a formal complaint and use this phrase. Formal complaints are logged in a way that complaints to the call centres are not and they have to be addressed. I've given EE fourteen days to sort out my current issue so we shall see how that goes.

Re: The ongoing saga of transferring from BT to EE...

garywood84 — Thu, 08 Feb 2024 00:35:25 GMT

@Sal_ No, I'd definitely stick with BT, if I were you. I've had nothing but trouble and can't even log in to my mobile account now. I really regret moving from BT. I'm at a stage now where the resolution being offered is allowing me to leave the contract early without penalty, so I can move to another provider!

Re: The ongoing saga of transferring from BT to EE...

Sal_ — Thu, 08 Feb 2024 07:44:16 GMT

Thanks for that @garywood84 , will stay with BT for now.

Good luck with getting things sorted !

Re: The ongoing saga of transferring from BT to EE...

garywood84 — Thu, 08 Feb 2024 09:46:52 GMT

@Sal_ Cheers mate 👍

Re: The ongoing saga of transferring from BT to EE...

Notts1947 — Sat, 30 Mar 2024 14:59:19 GMT

Gary wish I had seen all the problems before I was transferred last week without any information. I have an ongoing complaint and the initial phone call has been listened to and my complaint upheld. I still can't access the app and according to it I don't have any EE equipment.

I am surprised BT hasn't got a grip on the issues. I am assured that I will get another call on Tuesday to make sure it is happening. The only upside is if I don't have any EE equipment then I won't be getting a bill. Doubt that's the case. So EE is slower than BT and doesn't even register an upload on Speed smart. No free Anti virus and loose Discovery+ all in all an inferior product. To top it all the local EE shop is still selling BT broadband. You couldn't make it up must be the ultimate in poor customer service.

Re: The ongoing saga of transferring from BT to EE...

garywood84 — Sat, 30 Mar 2024 18:24:08 GMT

Sorry to hear this, @Notts1947.

I moved over to EE from BT in November 2023, and the issues are still not resolved. I have a BT Executive Complaints Manager, who is excellent - he keeps his promises to call me when he's said he will. But he's waiting for other teams to respond and that's not happening quickly.

Most recently, he told me that the issue was with merging EE account IDs, and that my broadband and mobile accounts would be relinked by 25 March. He called me that day to say that a bigger issue had been identified and now the estimated fix date is 10 April. I'm not holding my breath, but we'll see.

The saving grace is that I'm not paying for my service at the moment, because the Complaint Manager is applying credit to my account month to offset the bills. He has also said I could leave without penalty so that I could go to anothe provider, or back to BT. I don't really want to do that, because to get the best deal, I'd need to move my mobile account as well as my broadband, but where I live, EE is the only provider with 5G: the rest are all 4G with no published plans to upgrade. So I'm holding out for the fix to the EE broadband... fingers crossed for 10 April...

I hope you get yours sorted too, mate.

Re: The ongoing saga of transferring from BT to EE...

Derang — Sat, 30 Mar 2024 19:50:04 GMT

@garywood84 I’ve been told 31st March for the account linking issue.

kinda feels like they are making it us they go, I applaud you for holding their feet to the fire, I’ve previously been there years ago with another BT issue and found dealing with them to be exhausting 🙂

good luck with your issues and hope you get a satisfactory resolution soon.

Re: The ongoing saga of transferring from BT to EE...

turbotapeworm — Sat, 30 Mar 2024 20:11:20 GMT

We were told the 31st too although I'm doubtful.

I've noticed the ads showing all the amazing parental controls have disappeared but they're still pushing things like "gaming mode" which I can't see anywhere.

Re: The ongoing saga of transferring from BT to EE...

garywood84 — Sat, 30 Mar 2024 20:27:35 GMT

@Derang Thanks, mate. I'm not sure my that by stubbornness is actually working, but we'll see what happens by 10 April. EE has offered to let me leave the contract without penalty, and it may come to that. But I don't think it should have to, and whilst I'm basically getting the service -- albeit one I can't manage -- for free, I think I might as well hold out...

Re: The ongoing saga of transferring from BT to EE...

Derang — Wed, 10 Apr 2024 15:39:41 GMT

Well it’s the 10th April 🥳

I don’t see anything different within my account and still can’t link accounts and still have no access to manage the BB, TV or digital voice products.

Have you made any progress Gary?