topic Re: Bt protect /EE issue in Security

Bt protect /EE issue

rose108 — Tue, 06 May 2025 14:08:39 GMT

Have been moved from BT when removed landline and was told I had to have new contract ( even though still 12 months to run) moved to EE ( not happy!) I had BT Protect which was included in BT Broadband package . I wanted to continue this but it looks as if EE Security is a paid for extra? I ( finally) got to speak to someone at EE who told me BT Protect still valid and free of charge but as I have new device and want that covered I should go to 'manage' on Account settings and add. No reference in this tab at all to achieving this, still confused after three phone calls. Can anyone who has had a similar situation help please? Thank you

Re: Bt protect /EE issue

Rach_H — Wed, 07 May 2025 15:46:42 GMT

Hi @rose108,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with BT Protect. Can I just check if this is the BT Virus Proctect?

Rach

Re: Bt protect /EE issue

rose108 — Wed, 07 May 2025 16:04:26 GMT

Hello, thanks for getting in touch. It was BT Protect I had and was obviously anxious that this protection would continue on my new device. I think maybe, I have found the answer but still need reassurance that my new device and my other laptop are covered as both connect to EE now not BT with its separate system ( if that makes sense)

Re: Bt protect /EE issue

Rach_H — Wed, 07 May 2025 17:44:27 GMT

Thanks for letting me know @rose108.

I'd recommend reaching back out to the team, just to double check, as we aren't able to access your account from here and confirm what is included.

Rach

Re: Bt protect /EE issue

rose108 — Wed, 07 May 2025 18:25:41 GMT

Thank you