topic Re: Migrated from BT in Broadband & Landline

Migrated from BT

ShropshireLass2 — Tue, 25 Jun 2024 11:30:33 GMT

Hi,

Back at the beginning of this year, we lost our BT phone signal overnight, for no obvious reason that we could deduce. Eventually discovered that when I'd rung BT in Jan when our existing plan was expiring, we were switched to digital. This wasn't explained to us - all we knew was that our phones stopped working though our broadband was fine. We were out of contact for weeks as our analog was switched off immediately but our digital switchover wasn't activated for weeks.

Fast forward to yesterday when I suddenly realised that we didn't get a BT bill in May, as usual. So I logged onto My BT, to see what was happening and it said our last bill in Feb was paid and the account closed.

After messaging BT, it transpired that we migrated from BT to EE, back in Feb. No email, text, letter informing us of this. BT adviser suggested I install the EE app and register. I tried to do that but it wants to know the account number and doesn't recognise the old BT one. It also wants to send a security passcode to a number that isn't mine. (It gives the last four digits but I don't recognise them).

So I'm not sure what to try next. Help appreciated.

Re: Migrated from BT

Chris_B — Tue, 25 Jun 2024 12:14:10 GMT

@ShropshireLass2 You can not just be switched over at the minimum term. Because that would mean you agreed to a new contract term with EE.

Re: Migrated from BT

Mustrum — Tue, 25 Jun 2024 12:25:45 GMT

@ShropshireLass2 There is no account access on here, but if you give the Broadband Care Team a call, I am sure they can help you out.

I am surprised you were not notified, there have been quite a few cases of people being transferred to EE, but at least they knew about it. The following is from the Help Page https://ee.co.uk/contact-ee/account-billing/broadband-landline

Contact us about your broadband and landline

Call us

Monday to Friday, 8am to 9pm
Saturday and Sunday, 8am to 8pm

From your EE mobile

150

From any other phone

0330 123 1105

Calls are free from an EE number. Charges may apply if you call from another network.

Text relay and sign language services

To make a text relay call using the Relay UK service, dial 18001 in front of the following number:

07953 966 150

Re: Migrated from BT

ShropshireLass2 — Wed, 26 Jun 2024 19:30:35 GMT

Thanks Chris. I appreciate you taking time to respond.

The agent at BT told me that people 'were being migrated to EE' when their contracts are up for renewal.

Happily, I eventually got through to a helpful person at EE today, who told me what our new account number is and also set up a new direct debit over the phone.

He was also surprised we'd had no correspondence. Interestingly, since I spoke with him, I've had three texts from EE, confirming what he said on the phone so I am much relieved and I can now get onto the EE app and see my account details.

Re: Migrated from BT

ShropshireLass2 — Wed, 26 Jun 2024 19:32:32 GMT

Thank you, Mustrum.

All sorted now, thanks to a very helpful man at EE. I am now armed with our new account number and can check our account details on the app. 😊

Re: Migrated from BT

Mustrum — Wed, 26 Jun 2024 19:39:19 GMT

Glad you got it sorted @ShropshireLass2

Do let us know if you have any more issues.