Billing on renewal

[BrianJ8]

I’ve recently renewed my BB and landline contract.

I now appear to get a bill from both EE - and BT.  I’ve tried to contact Customer ‘Services’ by phone as there is no email address available - even for ‘Complaints’.

Unfortunately the telephone ‘service’ has a waiting time of at least 20/30 minutes - which is, I feel, totally unacceptable.

This leaves me with limited options of either escalating the problem to a higher authority or - hopefully - getting some insight from the Community.

[JimM11]

@BrianJ8 Who did you renew your contract with?

[BrianJ8]

I renewed with BT/EE after 2 years with BT.   The offer to renew my contract came from BT.  I agreed after a short negotiation and the renewal documents were received from BT/EE.  The billing from both BT and EE contains no explanation as to what is going on - hence my attempt (futile) to contact Customer Service (preferably by email) to discuss.

It appears that there is no longer an email contact address and the ‘quickest’ means of contact (according to BT/EE) is the phone.  

I was informed that there was a wait of >20 minutes - which cannot be described as ‘quick’.  I hoped that the Community might be able to shed some light.

[JimM11]

@BrianJ8 It would appear that when renewing with BT and you are a home broadband customer that you are moved contract wise to new EE who now are looking after that particular area of broadband, but surprised that the document does not explain this, anyway with moving from BT the account is closed and the final bill from them is produced, this is normally a refund, EE setup your new account with them, they use all the details from your BT account and produce the 1st bill which really takes no time, because of the quick change over BT to EE. There are some e-mail address for EE starting to come through now but it is early days with respect to this, and at present the EE CS is by phone, and as you say wait time not good.

Hope this gives you insight to what may be happening at present. The link below is to EE help, see if there are better options. 

Contact EE

Edit: this link explains it all. BT and EE are coming together to give you more | Learn more about the relationship between EE and BT

[BrianJ8]

Many thanks for the update.  I’ll monitor my next bill which, if it is a matter of one contract closing and the other taking over, should resolve itself.  Again, thanks for your input.