BT to EE Broadband migration

[Patt1]

Last Wednesday in store, I upgraded my mobile plan and phone and that went well but I was persuaded to move my BT Broadband to EE Broadband and get £20 off my mobile plan a month. The migration order then was rejected so I had to phone up again today and ordered the plan again, that too was rejected and when I spoken to the agent, the system made several lines! Agent will call me back soon to hopefully let me know the outcome of this. I was very happy with my BT BB and will have to have the openreach engineer to replace a fibre to house cable instead of the old copper wiring I have. 

I have a feeling that this is going to be a bigger headache than expected.

I was also sold an IPad plan and because it was the wrong ipad, I was sent a new one but have an extra line on my account that I don't want, awaiting a returns bag for the wrong Ipad and hopefully have that line closed. 

Wish I hadn't upgraded, anyone else having similar issues? Then there is the possibility of EE BB not registering on the EE app according to a few people on here.

[Artindoril1]

The entire thing is absolutely farcical. I wish I had never bothered. If it wasn't for the multi-product offers on mobile I probably wouldn't have.

Where to start:

1. Linking new products in the app doesn't work. All it does is complain the email already exists and won't link it to your EE ID - especially if you have any pay as you go accounts. Though I had the mobile side sorted, but it is causing issues with the broadband. Currently have three different EE ids so that can get unpicked.

2. EE app doesn't work for accounts migrated from BT it seems. All I ever get in it is my broadband order is being placed. Thankfully I still have my BT app, it's the only way I can get my account details when I call up for the goodness knows how many time.

3. All I want to add is work mode, and get the new kit sent out. Can I do it? No. Every time the order submits, it's cancelled the next time I call up to find out what is going on.

Whilst the call staff are always very helpful, the service is abysmal. I would never recommend anyone migrates over based on my experience.

Top it off, I've had no call from a manager - despite the system auto-escalating when you hit 10 calls. No offer of compensation for the hours, maybe even days, I've been on the phone to 150.

The broadband side of the business is absolutely awful. It doesn't even compare to the mobile side who have been nothing but helpful.

[SwannyD2]

Unfortunately I have to second this. My experience was helped by reading comments from users here.

The account management experience is so poor with EE, despite the actual service supposedly being promoted as “the future”.…. it’s a shame they forgot about “now”. 

I expect Ofcom’s quarterly reports about complaints to start showing this soon, especially with so many people not having calls returned. This seems a pretty consistent complaint from users here. 

It does feel like they’ve migrated the wrong way - BT’s system at least offered an online option which functioned well, same with router options and settings. 

[Macspurs]

I have been moved from BT to EE without being informed, email address used by EE was incorrect so I received no information of the migration, new contract detail etc. I called EE on 7th August, raised a complaint and had no reply, called again 15th and today 16th. Finally resolved login to EE app to be able to see bills but now unable to link old BT Hub to EE app to mange hub and make any changes or run speed tests. My 14 day cancellation period expires 20th August. My advice is if you are with BT DO NOT SWITCH TO EE go to another supplier as you will lose control of your equipment 

[Artindoril1]

I've found you can still use the BT app, as it'll have moved over to a new BT account. Login with your old email and it should work.

In fact it's the only way I can get my broadband account details at the moment.

[Macspurs]

I tried that, it doesn’t work. Having now looked into it a bit more it seems to be a problem that BT/EE know about but cannot fix. Vodafone is now looking to be my only option 

[Macspurs]

This just makes it even worse, this comes up when I tried to book an expert visit which is supposedly included in my contract