BT transfer to see problems

[Ajr999]

Hi, I was transferred from BT to EE on 19 April, almost a month ago.

I was on the highest package, full fibre 900 and I was supposed to get like for like package with the full works 900 with EE. This includes new wifi discs and hybrid connect.

My issue is that despite talking to over 10 agents I still don’t have a working EE wifi disc or Hybrid Connect.   My house is bad for wifi and so over the years BT had given me 4 of their black wifi discs which worked perfectly, the issue is there is a KNOWN IT issue with BT/EE that does not transfer the account correctly to activate the wifi disc service nor the hybrid connect when taking the full works package.  

My complaint has been closed twice for no apparent reason and each agent tells me something different so he service has been pretty poor.  It has been escalated a number of times but no one seems interested or able to fix it.   Both me and my wife work from home and we are struggling to get WiFi signals around the house when it worked perfectly before. 

I wish I had stayed with BT as I was happy with a fully working system!!!

Any help or suggestion are appreciated 

[JimM11]

@Ajr999 By chance do you still have all of your BT equipment or have you returned it all by now?

[Ajr999]

Sadly not, I had to send back.  But I seem to be getting some movement now on the system issues they have in my account 

[JimM11]

@Ajr999 👍 Hope you get it all sorted, it's always a hard call regarding booster hardware, EE CS really need to get in place a service visit when more than one booster is used in the account swap if they are not automatically going to supply like for like with the account transfer, when BT requested the equipment return did it say the EXACT number of units that you had to post back, if so then it was recorded that was the amount you had.... Let us know the answer and how you get on good luck with it all.

[Ajr999]

Thanks 

they only asked for 2 BT discs so only returned 2 but I had 4 that were working ….. they will send me 3 new ones with no issues.  The problem is their system doesn’t allow them to add any to the account despite the package including wifi plus ….. a known bug apparently when transfering over.

[JimM11]

@Ajr999 If you were not on Halo 3 with BT, then that is what i am trying to get at BT Full Fibre 900 is NOT Halo. So trying to work out, but no worry as long as you are getting it sorted now.