topic Re: Moving from BT to EE - nothing but trouble in Broadband & Landline

Moving from BT to EE - nothing but trouble

scassidy1986 — Tue, 26 Mar 2024 20:23:09 GMT

Like others in these forums I was convinced to move from BT to EE for my broadband and TV (EE sold as the “premium” service) and it has been nothing but trouble

Placed order, no response or anything and and it stuck in pending for weeks, finally get someone to look to find out the order hasn’t been placed correctly
New order placed, still hear nothing - because my details had been entered wrong so nothing was linked to my existing EE mobile account
Finally activated, after lots of phoning to get my details sorted, but now I can’t link my accounts to manage anything or activate any extras
4 weeks of the same thing, phone and explain my issues, told it has to be sorted by an offline team. Nothing happens, no updates or replies, when I put in a dissatisfaction note I get an email 30-45 mins later to say it’s been closed but no feedback or resolution or follow up
Broadband is working fine (actually faster than BT and the hub seems to have better coverage) but it was a struggle to get the mini boxes working, I can’t use the TV app, and regularly get an error IPC6007 that I have too many boxes active (I’ve my main and one of two mini boxes, rarely on at the same time)

Really not impressed with the service since moving at the start of the month (March), it does seem like the plan is too get as many people moved over to get more money (setting up the direct debit was the only thing that went smoothly!) while the backend systems clearly can’t cope or weren’t ready, I mean how difficult can it be to link a few accounts together?

Parents and friends are coming to get end of Sky/Virgin contracts and I honestly can’t recommend switching right now, especially for the TV product

Re: Moving from BT to EE - nothing but trouble

scassidy1986 — Wed, 27 Mar 2024 19:44:15 GMT

And just to clarify - I'm not having a go at anyone from the support department, anyone I've spoken to has tried to help but it seems like with the move from BT to EE not everyone is being given the correct training so how could they help!

Re: Moving from BT to EE - nothing but trouble

Neil-O — Wed, 27 Mar 2024 20:12:23 GMT

@scassidy1986 I'm really sorry about the problems you experienced with your order. The linking of the accounts to yoru EE ID is a known problem and a specialist off line team are working through a backlog of these at the moment. They hope to have this cleared by the end of next week so you should be able to manage your services on the app then. I apologise for any inconvenience caused.

With regards to the error on your TV service, how are the boxes conneced? Are you using any ethernet switches?

Thanks

Neil

Re: Moving from BT to EE - nothing but trouble

scassidy1986 — Wed, 27 Mar 2024 21:39:40 GMT

Using the internet - I managed to get sorted today after contacting support with my broadband and TV setup on a different email address so I can now login and manage them.

For some reason but they were unable to run any tests against my broadband (maybe because the account was just setup?) but after doing a factory reset of the router it seems like things are working finally.

Still have some issues with activating the Game Pass for gaming (I just get a generic error that it failed), but other things like linking Netflix were resolved by updating my Netflix account to match the EE broadband/TV email!

Re: Moving from BT to EE - nothing but trouble

Awilcox — Thu, 30 May 2024 11:18:49 GMT

we've have had the same issue since we moved from Sky to EE Feb this year, still got account problems, can't get any extra TV services add or make any changes until the account has been sorted,

Call Centre are really helpful and understanding however I have phoned 10+ times now are are always told it will be fixed in 48 hours or the next 5 days,

Something has happened on our account this week as our TV mini boxes are no longer working. just get IPC6007 which isn;t helpful at all

Re: Moving from BT to EE - nothing but trouble

scassidy1986 — Thu, 30 May 2024 11:12:27 GMT

Yup same here, and I agree 100% - anytime I’ve phoned customer support they’ve done their best to try and resolve this or at least manually fix anything I can’t do, I’m sure they are fed up themselves having to deal with this!

Re: Moving from BT to EE - nothing but trouble

Awilcox — Thu, 30 May 2024 11:17:14 GMT

i do feel sorry for them, heard a few of them say we haven't had training on your issue before, which i understand. but it's only going to be a matter of time before customers just give up and go somewhere else

Re: Moving from BT to EE - nothing but trouble

scassidy1986 — Thu, 30 May 2024 11:20:12 GMT

I already tried to cancel my TV part but was told this would be solved soon… this was back in Feb/March haha

in fairness the thing I really need is the broadband because I work from home and so far it’s been great with no issues (other than the account setup issues) but I’ve warned other people about moving because they’ll have the same problems!

Re: Moving from BT to EE - nothing but trouble

marcinKaluza — Tue, 04 Jun 2024 11:59:17 GMT

True EE is a one big disaster, even worst than VM.

Re: Moving from BT to EE - nothing but trouble

newforestuser — Wed, 26 Jun 2024 12:35:54 GMT

Very similar story here. Back in February I finally gave in to the barrage of emails I'd been getting from BT telling me that all residential services were gradually being moved to EE, which was far better (faster, friendlier, etc, etc), and moved my bradband, mobile and BT (TNT) Sport over to EE, even though I was perfectly happy with BT who had provided a perfectly acceptable service for years and who I'd only needed to contact once a year when trying to geotiate down my annual charges - all through a single point of contact. I was assured that as the EE handover was little more than a rebranding exercise it should all be painless (ha!).

The EE experience to date has been like dealing with a start-up company who have bitten off more than they can chew. The mobile switchover was eventually successful, though a bit fiddly after I'd inserted the EE SIM and had to phone support to activate the account. But the broadband and TV became (and still is) a saga of frustration and incompetence. Nothing happened for weeks, and then eventually I received a few emails (to an incorrect email address) telling me I was now an EE customer, though nothing seemed to have changed, and according to my logins via the app and via my laptop, my account was not linked to any services . Over time I eventually received a new router and a mini-box for TV (after they'd incorrectly sent me a recording box I didn't need) , and I do have working internet and TNT TV services. But despite multiple phone calls (all dealt with politely and to the best of the call-handler's ability) all have proved ineffective in getting my account active, in fact I now get the message "Account Closed" on logging in. (I also gave up my landline to keep the charges down to what they had been with BT.)

So I can't see what services I have, or what the payments that are taken out of my bank accoung represent. I was concerned that my mobile charges were £2.50 a month more than I had verbally agreed at the start of all this, only to be told that adding this on is the "default" so that you can see your itemised mobile bill; that always came free with BT, and I can't see my EE bills anyway! So that has now been knocked off, but no offer of refunding the £7.50 I'd paid over three months. Also I'm told that mobile has to be a separate account to broadband, so I'll need two separate logins - crazy stuff.

On yesterday's phone call to the mobile team I was assured I'd get a call back from the technical back-ffice team. Of course that never happened.

I'm going to put these problems in old-fashioned writing to customer services with a deadline for sorting them out. No disrespect to the call handling team, but they obviously are swamped with unhappy users and don't have the training to talk technical, and anyway it's obviously broken. A classic example of rolling out back-office sofware that hasn't been properly tested, especially the user-experience.

AAAARRRGGGHHHH!!!

Re: Moving from BT to EE - nothing but trouble

scassidy1986 — Wed, 26 Jun 2024 12:43:33 GMT

I phoned a few days ago as I saw on the website that 1.6Gb speed was available, I entered my postcode and it said it was there so log in to upgrade, instead I got an error saying to contact customer services.

First person I spoke to couldn’t figure out why, so I was redirected to the next gen team. I was told I couldn’t upgrade because 1.6gb is broadband only and I can’t upgrade without cancelling and paying the early termination fee for TV. Agent went to double check - now told me that 1.6gb isn’t available! And also brought up the point that when I switched to EE why no one had mentioned 1.6gb at the time…

At this point I’ve lost all hope that anything will be fixed (I still can’t link accounts, still have issues with TV, and because I couldn’t access my broadband account I lost out on mobile deals etc) so I think I’ll just wait until I’m far enough into my contract and jump ship to someone else.

Like you said - I was with BT for years and I honestly can’t remember one time having to contact anyone over any issue, other than to try and save a few pound on my costs!

Re: Moving from BT to EE - nothing but trouble

Adambeth01 — Tue, 27 Aug 2024 15:15:51 GMT

I was moved to EE from bt in March had so many problems even ombudsman couldn't get to bottom of problems, now can't see my account for broardband told its in a different email address still can't get access spoken to a lovely guy today he sorted everything other than being able to see my broardband account so very disappointed in EE will be leaving at end of my contract 😢

Re: Moving from BT to EE - nothing but trouble

Leanne_T — Wed, 28 Aug 2024 08:12:26 GMT

Hi @Adambeth01

I am sorry you are unable to view your broadband account in the EE account.

When you spoke to the guide did they advise this would need to be further investigated for you?

Leanne.

Re: Moving from BT to EE - nothing but trouble

newforestuser — Wed, 28 Aug 2024 08:36:05 GMT

I'm in the same boat - i can login to my account but cant see any of the data relating to mobile ir broadband accounts. Also, like you, this has been a 6-month wait, despite frequent calls and promises to fix.

Out of interest, do you subscribe to EE TV? That's yet another feature that doesnt work for me if I use the relevant app.

Shambles!!

Re: Moving from BT to EE - nothing but trouble

MetalFan459 — Wed, 28 Aug 2024 13:29:58 GMT

I have my own experience of this story 😔 was with BT for years and no issues. Re-contracted to a new ‘EE’ plan and it’s been a shambles. My app tells me ‘My Order is Pending’ but all the CS staff say the system shows it completed on the 1st Aug. Can’t manage the account and am not getting the broadband speed I signed up for.

20+ phone calls and 2 Engineer visits later I’m still no closer to getting it resolved. As nice as people are on the phone, no one clearly understands what’s going on.

left with no choice but to exercise my option to leave for free in a few days as it’ll have been more than a month below the ‘Stay Fast Guarantee’

Re: Moving from BT to EE - nothing but trouble

Adambeth01 — Wed, 28 Aug 2024 14:10:49 GMT

I've been on with this since March I've finally spoken to someone who worked for bt who has been more helpful I can now see both my broardband and mobile accounts even though at the moment they are in different email addresses been a shambles as nice as they are at EE they don't seem to have the knowledge that bt people have they had wrong date of birth wrong email address it all started with the shop assistant not a clue I even had ombudsman involved fingersX it's sorted now just waiting for accounts to be merged by next week

Re: Moving from BT to EE - nothing but trouble

newforestuser — Wed, 28 Aug 2024 15:30:54 GMT

If they do manage to sort it all out, please post on here to give all those
of us still suffering a glimmer of hope!

Tony Wickham

Re: Moving from BT to EE - nothing but trouble

Adambeth01 — Wed, 28 Aug 2024 17:39:16 GMT

I will, not got everything I had with bt though which I was promised by the shop assistant just sport and entertainment not got Netflix or cinema though, it's a little cheaper, not happy with how they've treated me not much compensation either only refund of what I'd paid for with bt and £60 what ombudsman suggested they pay me