BT to EE internet switch

[Vikas10]

Hello there
Hope you are well. I have an issue and I am not getting a proper response from anywhere hence trying my luck in here to get some updates. I really hope you can help.

I was a customer of BT. My contract finished with BT on 5th Dec 2024. When I contacted BT customer care with the intent of renewal, they placed an order with EE (order placed on 29th Nov 2024) stating BT and EE are same now. I was being told that I will get EE hardware and I just need to replace BT kit with EE router. My EE contract started from 3rd Dec 2024. During the order placement, I have been advised that I will get EE hardware and a pre paid envelope to return BT hardware which was fine. Now problem starts here:
1) I never received any EE router so far. When I contacted customer care again, I was initially told that it might be delayed in post and it will arrive.

2) I contacted customer care again after few days and this time I was advised my EE contract is not yet started. Even after giving evidence that EE app states it's up and running since 3rd Dec and my first bill is also ready, customer care was not convinced it's up and running. I was even told that I am still using BT (and I got emails from BT (not EE) stating my renewal contract summary) so I will get a separate bill for my usage as I am not in contract which doesn't make any sense to me. So this follow up was again futile.

3) I called again after a day or two to confirm what is happening and will I ever receive any EE kit or will BT router work as it is, this time I was being told that someone from EE will come on 11th Dec as I requested a visit (which I never did and I never received any email confirmation from EE that I have ever requested this), this EE engineer will bring router with them to install and test the connection. Today, 11th Dec, I waited whole day and no one or not even a message arrived about engineer.

4) Is it so difficult to resolve this issue? I just need answer on whether or not I will receive any new hardware or not. If not, will BT kit work as it is. I can't keep on following up with customer care after staying in queue for 20 mins. Also even when I speak to them, all have a different answer to my same question. Can someone please explain and give some clarity?

Thanks
Vikas

[XRaySpeX]

The BT router should work on EE BB. The tendency is with migrations from BT to not be issued with an EE router but to continue using the BT one. 

[Vikas10]

Hello @XRaySpeX ,

Thanks for the response. Can I please have it confirmed in some way? If I can share the details with you (not on the public forum here but one to one), can you check and let me know for certainty? Why when I call back customer service, they mention to me to send back BT hardware ? How can I pair EE app with BT router to use WiFi controls? So far whatever I do, I am not able to pair it.

Thanks

Vikas

[XRaySpeX]

No, I'm just a user like you. That's what this is, a user discussion group with no access to your specific account. 

They EE app doesn't work with the BT router. 

[Vikas10]

So, do we know what is the way forward here? Customer service has different answers all the time, EE app won't work. Still getting messages from BT that i have renewed with BT as well. I am very confused on what to do next

[XRaySpeX]

Only CS can tell you the situation with your contract.

[Vikas10]

Still they have no clue. I am in touch with two reps using different channels and they as usual have very different answers. 😞 

[XRaySpeX]

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[JimM11]

@Vikas10 It is stated in terms, link below. June 24, text is hard to read, highlight it makes it easier.

Standard and Fibre Broadband Plans Terms and Conditions | EE