topic Re: Completing a move from BT - no callback in Broadband & Landline

Completing a move from BT - no callback

Marcoee — Fri, 02 Aug 2024 16:11:12 GMT

Hi,

To keep this short, I put in an order to move my broadband and mobile package from BT to EE three weeks ago. Mobiles no problem. After these three weeks I hadn’t heard anything at all about my broadband move. It turned out there was some hitch because of a piece of equipment and whoever was handling the order just dropped it and didn’t inform me.

On Weds I was holding for 1 hour and 35 minutes whilst someone tried to sort this out. Finally, they said the problem had been found and resolved and they would call me back yesterday after 4pm to complete the order for my new broadband package. No-one called. I have been trying to get through again today and can’t get to speak to anyone as they’re all busy. I can’t face another hold like last time. I don’t think Friday afternoon is a good time to get something like this resolved.

I’m not sure which department would be best to call as none of the choices exactly fit. Last time I was passed from person to person several times, but I don’t know which department I ended up with. Can someone here from EE please help me?

Thanks

Re: Completing a move from BT - no callback

Marcoee — Fri, 02 Aug 2024 19:15:55 GMT

BT are now hassling me because I haven’t returned their equipment yet. The idea was moving from BT to EE was supposed to be seamless

Re: Completing a move from BT - no callback

JimM11 — Fri, 02 Aug 2024 19:24:40 GMT

@Marcoee Is your BT Broadband internet still working? If so then i would assume that you want to speak to BT CS regarding your transfer, if you are not an EE customer yet then BT is your ISP and has your account? is your MyBT still working or closed down? And there is 60 days before required to return any equipment also.

Re: Completing a move from BT - no callback

Marcoee — Fri, 02 Aug 2024 19:45:51 GMT

My BT service is still working. The reason I rang EE is because I was expecting notification that my EE equipment was on the way and to give me a start date for my ‘new’ broadband package. When I called them on Wednesday they didn’t say, as you have, that I need to talk to BT, they tracked down the issue (a battery pack on my BT account) removed it and promised a call back for yesterday. The text message from BT has just reminded me that I only have a few weeks to return their kit.

They are in essence the same staff, which is why the EE ‘guide’ took the problem on. So I have no EE service and BT want their gear back. The Mobile part of my package was moved immediately and I had no reason to believe the broadband and TV wasn’t happening because no-one told me anything

When I’m told I’ll be called back, I believe it.

I’ll try BT on Monday. It’s not clear what department to ring either at BT or EE as none of the options fit. I was hoping to hear from an EE employee

Re: Completing a move from BT - no callback

JimM11 — Fri, 02 Aug 2024 19:54:28 GMT

@Marcoee Best would be EE CS as your first point of call, we know that they are all one now, but it does make you wonder, why would you have to call BT to migrate to EE, see what i mean??? If your MyBT is still working, then you are NOT an EE customer until they assign you an EE account etc, some BT customers will not receive any new equipment if it is deemed what you have is good enough, and until your EE service is live, then BT need to wait, 60 days so do mention this to EE CS when you are talking to them. Good luck hope you can get resolved. The surely should have sent you e-mails from EE welcome to the new family?

Re: Completing a move from BT - no callback

Marcoee — Fri, 02 Aug 2024 20:10:17 GMT

Hi. Thanks for trying to help out. I think I’ve fallen down a crevice between BT and EE. I will go to EE again on Monday and just try to sign up and let them deal with BT. I’ll let them know about BT’s text as well.

Cheers

PS the main reason for moving was because I had ended up with a really expensive BT package (good sales dept) and when the contract ended the BT ‘guide’ I spoke to couldn’t offer me the downgrade I wanted - he may have been inexperienced, idk. So I just phoned again and told BT what EE deal I wanted and asked them to move me across…and waited three weeks and you know the rest

The funny thing is I was going to leave BT and try Sky, who had a good deal on, but I thought, no, I’ll go with EE because it’ll be seamless.

Re: Completing a move from BT - no callback

JimM11 — Fri, 02 Aug 2024 20:07:46 GMT

@Marcoee Wrong way to do it, you need to have BT sort out the mess, as they are the ones migrating you to the NEW EE system. If you are out of contract with BT that will be less to worry about, if not BT have been known to go after any penalty payments, and that may become another battle.

Re: Completing a move from BT - no callback

Marcoee — Fri, 02 Aug 2024 20:14:20 GMT

Hi Jim - what did you mean by this then?

“@Marcoee Best would be EE CS as your first point of call”

Re: Completing a move from BT - no callback

JimM11 — Fri, 02 Aug 2024 21:13:26 GMT

@Marcoee You posted earlier that the EE Guide was your helpful contact, did you not? see the faq's

BT and EE are coming together to give you more | Learn more about the relationship between EE and BT

Re: Completing a move from BT - no callback

Marcoee — Fri, 02 Aug 2024 21:10:35 GMT

I’m sorry I’m a little confused. You said go to BT CS. Then you said go to EE CS and then that BT need to sort it.

Re: Completing a move from BT - no callback

JimM11 — Fri, 02 Aug 2024 21:18:18 GMT

@Marcoee As a BT Broadband customer, which you may still be, it is for BT to migrate you to the EE system.

Normally it would be the other way, say you went to sky, then you contact sky and they take care of it all. BT to EE is the opposite way, don't ask why as there must be some reason behind it who knows?

Re: Completing a move from BT - no callback

XRaySpeX — Sat, 03 Aug 2024 00:37:37 GMT

@JimM11 wrote:

they are all one now

They are not! They are diff ISPs offering diff products to diff audiences eventually.

@JimM11 wrote:

Best would be EE CS as your first point of call

The way BT want you or encourage you or even force you to move from BT BB to EE New BB is to do it thro' BT.

You're only confusing OP!

Re: Completing a move from BT - no callback

XRaySpeX — Sat, 03 Aug 2024 00:46:33 GMT

@Marcoee wrote:

the BT ‘guide’ I spoke to couldn’t offer me the downgrade I wanted

If you are not currently on a Full Fibre (FTTP) package the reason for that would be that if FTTP is available in your area, as it must be otherwise you wouldn't be allowed to move to EE as a new cust, no ISP is allowed to sell you a new non-FTTP package. However you can continue on your existing non-FTTP package.

Re: Completing a move from BT - no callback

Marcoee — Sat, 03 Aug 2024 01:25:31 GMT

Broadband in my area is FTTC

I was on BT Halo 3+ with lots of gubbins I did not need. It was very expensive. Once the contract ended I wished to move to a more basic deal without all the extras. BT, for a new customer, EE and Sky all offered exactly what I wanted at the price I wanted to pay. However, the BT person said he couldn’t offer that. Initially, I asked him to cancel all services so that I could just start somewhere else. Because I wasn’t impressed with Sky reviews, the somewhere else I settled on was EE.

My wife works from home and so I wanted the smallest break in service possible, moving from BT to EE. Someone here advised me to cancel the cancellation order and instead ask BT to migrate me over to EE so that my service wouldn’t be interrupted. I did that. Unfortunately, the BT guide didn’t complete the process and didn’t tell me about it either.

I take it you’ve read the rest of the thread so I won’t repeat anything

Thanks

Re: Completing a move from BT - no callback

XRaySpeX — Sat, 03 Aug 2024 13:54:45 GMT

What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

Re: Completing a move from BT - no callback

Marcoee — Sun, 04 Aug 2024 07:42:31 GMT

Re: Completing a move from BT - no callback

XRaySpeX — Sun, 04 Aug 2024 10:40:35 GMT

Thanks! Ah, I was wrong. You don't have FTTP available there. You are on a FTTC/VDSL package. What was the downgrade you wanted with it?

Re: Completing a move from BT - no callback

Marcoee — Sun, 04 Aug 2024 18:39:53 GMT

All I want is to shed all the extras, and gear from Halo 3+ and drop to Big Sport 67 Essentials. It knocks a substantial amount off of my monthly bill. I thought it would be pretty straightforward

Re: Completing a move from BT - no callback

Marcoee — Mon, 05 Aug 2024 17:38:05 GMT

I’d just like to tie up this thread by saying I spoke to a very good BT guide from the ‘cancellation dept’ today. She sorted everything very quickly and efficiently. I didn’t get quite as good a deal as I was hoping for, as I’m not counted as a new EE customer, but it is still a huge monthly saving.

Thanks to everyone who helped with some useful advice.

Cheers

Marco