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Account closed, yet it is nor

RE1812
Investigator
Investigator

‎23-10-2024 08:51 PM

So, if I open my EE app and log into says account closed, this is not the case as account very much live and  running.    It seems that with the latest data migration the EE/bt gurus are unable to migrate user details matched to account details, their solution is to create another email address and recreate your account with EE.  This in itself have large implications for security and data protection for obvious reasons with the potential for scams with customers having two email addresses with the same company.  So, my question is is there any other option or do I  have to wait for the incompetence of the organisation to rectify the situation in  Due course  and check the monthly payments to ensure there is no variation from the contracted amounts?

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4 REPLIES 4
JimM11
Brilliant Contributor
Brilliant Contributor

‎24-10-2024 07:42 AM

@RE1812 Are you BT to EE account and service migration or EE legacy to the new EE service?

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RE1812
Investigator
Investigator
In response to JimM11

‎24-10-2024 07:51 AM

Yes been with EE for years
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JimM11
Brilliant Contributor
Brilliant Contributor
In response to RE1812

‎24-10-2024 07:55 AM

@RE1812 So it looks like the Legacy to the New EE service upgrade path is mixed up, was it EE that asked you for another e-mail to try a sort out the account issue, or was it part of the upgrade process when you placed the order?

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RE1812
Investigator
Investigator
In response to JimM11

‎25-10-2024 09:23 AM

Hello. Been with EE for many years and also BT. It was EE that suggested a new account (email address) and then link all my existing accounts for broadband and mobiles. It flaws me that a company with the resources of EE/BT are incapable of this migration /transition. Only in the past year south west water did a similar process and all customer had to do was reset passwords.
But to be met with account closed with no advance warning is just poor and seems to demonstrate utter contempt for it’s customers some that might be vulnerable or elderly that could get into a world of trouble due to a ham fisted approach from EE/BT.
I have worked in digital marketing since mid 1990’s and was part of teams that developed websites for B2B AND B2C Clients with household names, several had reincarnation web sites and portals and never was there a need to require Customers to recreate accounts with new unique user names.

So very disappointing

Rob
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