Appaling service since being encouraged to migrate from BT to EE Broadband

[Datacr0ft]

Having being 'encouraged' to migrate my something over twenty years relationship with BT Broadband to the new better? EE Broadband service for less than three weeks. it has been proved to be a constant problematic service.

Not withstanding the replacement of my two previous GOOD BT complete WI-FI discs with two new EE devices that now seem to provide even less signals to my property even though they are all in the same locations as before,

I'm also constantly (now four times in the last three weeks) having to reboot the EE Smart Hub Plus device in order to get the previously stable telephone  line to work. And yes, I have ditched the Home Phone Adapter so the telephone is DIRECTLY connected to the EE Home Hub Plus.

So my simple question is has anyone been successful in forcing EE to migrate me back to my good old BT Broadband service or am I better off cancelling the service completly and bite to bullect by going to a better service provide?

[CF1945]

EE solution was to send me paper bills for my broadband / digital phone package as they were currently unable to merge it onto website with my existing mobile contract and no forecast for when issue would be resolved.

Out of curiosity, checked website today and find both mobile and broadband services and bills now showing --SORTED.

[Alan59S]

In June 24 I phoned BT and they suggested I could upgrade my broadband services which would be handled by EE. I was paying approximately £81 per month for broadband, virus security and TNT sports. I was advised that the cost would increase to approximately £85. This was all carried out in June and I installed EE hub and discs etc. However BT did not transfer everything over and I am currently paying £81 for broadband alone with no security and no TNT sports - been told these would all cost extra. Last week made several phone calls to no avail. On Friday the EE rep told me he would phone back tomorrow - didn’t happen. On Tuesday I phoned again eventually spoke to a manager who promised to phone me back on Wednesday - didn’t happen. To rub salt on the wound EE sent me an email to say my broadband bill was ready and I could view my bill on the app. The app will not allow me to view the bill claiming I have to drive to the nearest shop to prove my id. So they are happy to take my money but I cannot view what I am paying for. Unbelievably poor customer service. My wife and I ran a business for years if we had treated customers like this we would not have been successful. I now wish I had never agreed to the upgrade.

[Tuttiflutti]

I was also informed (having just replied to another community user by the way but though I'd respond to you too) last October, that my BT mobile account was now being taken over by EE... bizarrely BT sent an email asking why I was leaving!!??

Since then my mobile signal has been erratic. And the wifi on my mobile keeps switching to my current BT wifi service to EE hotspot which is mostly erratic. What's app often keeps "spinning" so messages are hit and miss in and out of the home. 

I do feel it would have been a good move by Government to have complete control on mobile signal masts!!

Anyway, 

I was then "strongly encouraged" to move to EE for Broadband. Faster, better and cheaper. I was told that  BT will now be focusing more on corporate and worldwide... so I did.

Like you, I had 2 brilliant BT Wifi discs, enabling my Smart TV to access Netflix and BBC Iplayer. as the walls in this house are quite thick (TV in different room to router) plus it's a terraced house. 

Since having to return the discs,  I now can't access smart tv apps. I cannot get through to a human being and may resort to putting pen to paper. I/m going round and round in circles and wasting a lot of time.

The customer service is non-existent. And it seems to me, we all have to resort to helping each other. Er,,, what are we paying for exactly? My old BT router stll works in this room at the moment. 

When I can, I will be changing from EE. Not impressed at all. 

[Wornoutandold]

I'm 10 days in to a migration from BT to EE which was instigated by BT mid contract.  It's been a disaster so far.  It was insinuated that it would be seamless and easy.  When they were selling me the package I old them I have a large property and previously used 6 BT Whole Home white dishes in order to get full coverage.  My guaranteed speed with BT was 69Mb but was usually well in excess of this.  I was told this could drop a little but everything else would be fine.  They now tell me I'm only guaranteed 46Mb.  Lower speed, less telephone facilities (friends and family in Japan and USA) weak wifi coverage, unreliable internet and all for more money.  I'm up to 3 EE Smart Wifi Plus units and I'm lucky to get an acqua light at 25ft!!  The hub constantly drops out, I've had Openreach twice who confirm the lines coming in are good, I've spent 4 hours on the phone with EE but still suffering.  I'm sure EE/BT know this a problem but want everyone on EE ASAP as it's cheaper than the change that BT will have to make to VOIP in 2025 which will cost them and this way I believe they make the consumer suffer the cost and problems.  Luckily I have confirmed that I have the opportunity to cancel EE and return to BT with 14 days of the system change over date.  They're now sending me a new hub which arrives on Monday so I will make a final decision on Monday.

[JimM11]

@Wornoutandold Your six BT white wholehome wifi disk's are fully compatible to work on the EE system even with the new EE router, they are separate wi-fi work on any system, have there own setup program, so why not use them. They will be slightly slower but you probably would not even see the difference in speed anyway.

[Macspurs]

I have the same problem of BT to EE I can now see bills but cannot pair my BT hub with the EE app and so cannot manage the wifi as per the contract. Tried to book an expert visit as per the contract and got the following message 

 

[cruso4]

I too have recently moved to EE having been told my BT broadband package/contract was not renewable and the fact that BT will shortly only service business customers. Private  broadband customers will be transferred to EE.  In the last 24hrs I have spent four hours (2 x 2hour sessions) talking  the 150 service  “guiders” in an effort to get my broadband account details visible on the  “My-EE” pages   While the guiders were very patient and courteous the system let them down in their efforts to help.  I’m no nearer than I was yesterday and awaiting yet another call back. This all began following a text message from EE telling me my first bill can be" view at the link below".  IT COULD’T 

[cruso4]

Last comment about reviewing your bill sounds very familiar, see my reply to Datacr0ft above. 

[cruso4]

Spent 4 hours over two days, Friday.Saturday, quoting my account number numerous times, to two different guiders, and had it  confirmed each time.

Today, when I try to link the account to my "My-EE" page I get a message  saying the account is not recognised, AAAAAGHGGHHHHH

[JimM11]

@cruso4 There currently is a problem would assume on the EE side with the app getting the broadband details, have just noticed so there possibly something going on at there end.