Changing from BT to EE a nightmare

[tuttgarm]

Hello. I’ve been happily with BT for years but when renewing contract a few weeks ago was told my services would now change from BT to EE. The change has been a nightmare. Engineers were meant to turn up last week and now not till January to install the broadband. The emails been sent to me are totally contradictory to what I agreed too. The customer service is friendly but they seem absolutely clueless and solve nothing. I’ve lost my Netflix account even though it’s part of my subscription and customer service keep saying it will be working by tomorrow and 10 days later still not working. I’ve been told to use my BT products and pay  BT the bill till engineers come, yet EE are saying everything is working and asking for money already. We keep getting told to return products even though we still need them until engineers come. We’ve been sent lots of equipment but no idea what it’s for. I’m actually dreading the broadband been installed as I’ve been told EE are useless and that’s exactly the experience I’ve had so far. It’s caused me and my wife unnecessary stress and we are nearly seventy so don’t it.

[Minkey1]

Every day, more examples. How many hundreds of thousands of BT customers have yet to experience this?

https://community.ee.co.uk/t5/SIM-cards-Porting/BT-to-EE/td-p/1458333

I thought after my first post above that things would get better.

They didn't.

Given it's BT's decision to get rid of us to EE, it's clear to  me there's no coherent plan in place to make it as seamless as possible for customers. I ended up complaining to BT/EE CEO's. It's a disgrace.

I'm older than you. You have my sympathies, if no practical help.

Good luck.

[tuttgarm]

Thank you. I hope you got everything resolved. 

[XRaySpeX]

You could use the EE router on BT BB until your EE BB is installed & send the BT kit back as requested.

[JimM11]

@tuttgarm No one on the forum knows what is involved with the physical aspect of your BB switch from BT to EE, you could be in an area, where FF is available and that sets of the change and upgrade to your equipment, delays etc do happen for many many reason's but you may already be transferred to EE and both BT and EE equipment work on either of each's service, also there is a 60 day period for equipment requested for return and all the e-mails etc will be automated, monies involved for EE upfront, and BT final bill etc, refunds if over paid to BT will be returned, and EE in theory do not take any payment until the activation date and if you say that is not until January now then no payment out to them until they have completed. You should be able to see it on your order tracking side of the EE account if you know how to get to look at it. 

[Cmcintyre]

Just switched to EE after years of BT satisfaction. We have mobile, broadband and TV and only the mobile contract was up. I was convinced that BT was migrating private users to EE in essence, so now could be a convenient time to switch, same people basically anyway right?? After a long but friendly call I agreed to change it all over, as long as nothing would change, other than the increase in phone charges I agreed to. I verified several times that nothing would change, I was assured it would not. New router and 5G box arrives all installed ok. Went to watch the TV in the evening, already had an EE box, and no HD channels. Had a nonsense call with someone in Sales who just tried to brush me off with excuses and nonsense when I asked to speak to a Manager after being told I could not be helped for 24 to 48 hours. Today I find that the TNT channels I had are also not working and neither is my Discovery+. Spoke to support again today who want an extra £16 to get me back to the same as I had before the switch. I’m so disappointed and annoyed with this blatant miss sell and deception. Raised a complaint and now have to wait up to 5 business days to get a response, but guess what, I am still paying. Not good EE!

[Zgabercea]

My humble opinion is to access channels through internet providers like Amazon or whatever. Pay for what you want, not for what they want. The best weapon is to tell them that you want to quit. Image is, anyway, a disaster for EE with all the marketing involved.

No solution? Go for the competition. Switching these days is easy. There is no BT as a national company. It was eaten. For indigestion, EE must pay for medications, and the price is ours.

[XRaySpeX]

@Cmcintyre : At least the BB is working!