Battery backup BT to Ee

[Juggler]

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Why won’t Ee accept my move from bt because I have had battery backup provided by BT and until recently supported by both ee and Bt ?

[JimM11]

@Juggler And what else equipment wise?

[Matt_124]

I believe there was for a time, or may still be, restrictions on the transfer of customers from BT Broadband who are registered as vulnerable or with additional needs. In order to have gotten a free battery backup unit, you would have had to have been registered as such.

BT were said to be set up to deal with these accounts, whereas EE Broadband was not at the time.

If it was a case where you paid for the battery backup unit, then that is a different matter entirely and there should theoretically be no such restriction on a BT to EE transfer.

I would advise getting in touch with BT Customer Services about this either way, as it should be BT organising the move for you regardless and not EE (unless in a Retail store, however they may not be able to fully manage accounts with additional needs in some instances).

Info on additional needs can be found below:

https://www.bt.com/help/here-for-you 

EDIT: I have looked back at your previous posts, and the vulnerability/additional needs flag is likely what would be preventing this as you had posted previously around this and getting registered as such. You need to contact BT.

[JimM11]

@Matt_124 Got hopefully one month left for my sister's EE debacle on the Vulnerable status after 1 Year so hope she get's released penalty free, the EE team were brilliant at eventually getting the HW all sorted DV/Router wise and both the BBU's, cannot say the same for the help desk's as twice it has fallen over at the first hurdle, the mobile side of EE has well let it down as well so she just wishes now to cut ALL ties with EE lock stock and barrel!

Unfortunate i have to go through this all again when she decides what and who is going to be the new!

[Juggler]

Thanks - it was provided as I’m in a remote area with poor/ weak mobile signal.

[JimM11]

@Juggler So staying with the BT/EE Group you should be able to keep the BBU and move the service as required, New cable would be required for the EE Smarthub+ Router as the barrel connector is smaller than used, the BT Smarthub2 and the ONT are both the same size, new BBU has both cables in the box so you just use the one needed. That may be an issue but would be for you to get the correct required cable to match the combination!

[Juggler]

Sadly nope - Ee won’t accept any Bt emergency related equipment- and currently they don’t provide any - so a simple Battery backup has resulted in no move - and many hours of call centre fun - the kit is badged bt and ee but nope unacceptable 

[Matt_124]

Unfortunately this is the other side of being registered as a vulnerable customer, the EE side is not yet set up to provide the same support for these accounts being transferred.

Battery Back Up units are available at cost on the EE side, but the transfer of those who were given these free-of-charge as a result of their registered status on BT may not be supported.

This is part of their duty of care to vulnerable customers, moreso to ensure you don't fall of the radar when being transfered, and ensuring you continue to receive the support such an account requires.

[Juggler]

Thank you for your comments

Vulnerable customer of course carries many meanings - in my case remote location and at that point little or no mobile signal - so even fault reporting was challenging .. leaving aside emergency calls - in the event of power cuts in particular- which are not uncommon .

Ive been told by Ee staff they have no similar products / even though the back up is badged bt and Ee, that it’s planned.ofcom once recommend all fttp installs were provided with emergency calls provision in the event of power cuts - that has been let’s say widely interpreted as a mobile signal in your area  by bt and I guess ee

the only thing I’ve seen in Ee is for vip support - which I don’t use , 

if vulnerable customers join EE directly or via BT currently it’s hard to see how Ee would support them  -and even harder to see why a backup unit provided by Bt -and available the open market should not be accepted in the transfer of an account between one beautiful company and  itself - and of course open reach are involved too