Moving from BT to EE - a complete disaster for me

Eli1234 — Sun, 21 Apr 2024 10:26:12 GMT

Well, when they say if something is too good to be true... then they are probably right.

I wanted a pair of new phones so i rang 150 and spoke to EE. They were very helpful and i was very pleased with the service and advice given. However i then made the mistake of not asking enough questions. I was offered to move my BT broadband to EE and would be eligible for discount on my mobile contract and i would not have to pay any early termination fees. All well and good and the deal seemed to be great (it would work out i would be saving somewhere around £20 per month over all.)

And then the fun began.

Got a message from BT saying i would have to pay over 1000 early termination fee. Rang EE who said they would put a credit on the account to cover it - so not to worry

Then the service starts. And suddenly i'm missing the nortons antivirus and password manager and the mini hub doesnt work - not quite the like for like service i was expecting.

Then a letter from BT regarding the early termination fee. Another discussion with EE and apparently sorted...

Then on the day the service started, i have the wrong home telephone number.. Another two calls later and then following day i get this corrected

Then i get the first bill.. Mobile phones paid fine. App tells me that i have also paid my BB... but email from EE says otherwise. Digging deeper on the app, i find that whilst it claimed it was paid on the first screen, if i looked at the bill detail it was clear it wasn't paid. So now i have to call again to set up the direct debit for the BB (why i couldn't be on the same one as the phones, i don't know.. )

Then the real shocker.. I go to sort out my money after a weekend away and i find that BT have now taken the £1000 from my account leaving me perilously close to being over drawn and having overdraft fees, lost out on interest on the £1000 for 6 days and have to spend another hour on the phone to try and resolve. Not that anyone is likely to reimburse me for my lost time or lost interest.

So i would just give you a word of warning. Ask the detail about the offers, double check everything is as you expect and write down everything including the date and times of all calls. Even with having to pay extra for the antivirus, the deal is still a good deal, i just wish i hadn't have had to go through the disaster to get there.

Not quite the service that EE claims when you ring 150!

Re: Moving from BT to EE - a complete disaster for me

Juanny — Tue, 14 May 2024 17:24:25 GMT

Received an email stating as I hadn't replied to an email my service would be discontinued, no email received so I contacted BT and was told this was a scam but this would be a good time to transfer to EE to which agreed.

I am in my 70s and have a lot of elderly relatives so wanted to retain my land line. The sales chap went through the process and said there would be no problem, I would receive a new sim for my mobile the following Thursday and an engineer would arrive to install the equipment which would also be delivered. Some equipment arrived but no sim and I received a text on what I thought of the sim delivery. I rang BT/EE and was told a replacement sim would be sent, in the meantime the original sim arrived which I installed in my mobile the following morning. Phone wouldn't work so I rang EE and was on the phone for over an hour, during this time the engineer arrived and I was conversing with two people on a subject I knew little about. I was told by EE that I needed a PAC number as I wanted to retain my phone number I was also asked to state the sim serial number, I had difficulty seeing the sim let alone the serial number, I located a magnifying glass and read off the number . Previously I had been told I required this BT PAC number and when I was asked from where I would obtain this the female operative sarcastically answered BT! The engineer installed the box and stated another engineer would come and install the plug, which was in a smaller box, once things had gone digital???

On Monday the new sim arrived and I installed this into my phone. I thought things would then start to run smoothly but not so. I was expecting an important health call but I found that my land line is completely dead. Again I had to ring EE, another long wait and forced to listen to horrendous 'music'. I was eventually put onto the technical team and was instructed to remove various cables and replace them into the new box. I stated I was told to expect an engineer but drew a blank only more instructions on the wiring. Eventually after crawling around on the floor with a torch and magnifying glass I gave up and requested an engineer, he will be arriving in three days time so no important NHS communications until then as they all have my land line number.

I have received a communication from BT informing me that I will be charged for cancelling my contract with them. Again more phone calls and was told I probably wouldn't be charged. Also numerous emails from BT at their disappointment that I have decided to sign up with another phone/broadband company. I thought BT and EE were uniting into a single company??

It appears to me that BT and EE have no idea what the **** the other is doing. Being no spring chicken and with serious health issues I have found the past two weeks an absolute nightmare and have wasted many hours on an issue which has been forced upon me. Will all this ever be resolved?

topic Moving from BT to EE - a complete disaster for me in Broadband & Landline

Moving from BT to EE - a complete disaster for me

Re: Moving from BT to EE - a complete disaster for me