Completing a move from BT - no callback

[Marcoee]

Hi, 

To keep this short, I put in an order to move my broadband and mobile package from BT to EE three weeks ago. Mobiles no problem. After these three weeks I hadn’t heard anything at all about my broadband move. It turned out there was some hitch because of a piece of equipment and whoever was handling the order just dropped it and didn’t inform me. 

On Weds I was holding for 1 hour and 35 minutes whilst someone tried to sort this out. Finally, they said the problem had been found and resolved and they would call me back yesterday after 4pm to complete the order for my new broadband package.  No-one called. I have been trying to get through again today and can’t get to speak to anyone as they’re all busy. I can’t face another hold like last time. I don’t think Friday afternoon is a good time to get something like this resolved. 

I’m not sure which department would be best to call as none of the choices exactly fit. Last time I was passed from person to person several times, but I don’t know which department I ended up with. Can someone here from EE please help me? 

Thanks

[JimM11 · Accepted solution]

@Marcoee As a BT Broadband customer, which you may still be, it is for BT to migrate you to the EE system.

Normally it would be the other way, say you went to sky, then you contact sky and they take care of it all. BT to EE is the opposite way, don't ask why as there must be some reason behind it who knows?

[XRaySpeX]

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@JimM11 wrote:

they are all one now

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They are not! They are diff ISPs offering diff products to diff audiences eventually.

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@JimM11 wrote:

Best would be EE CS as your first point of call

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The way BT want you or encourage you or even force you to move from BT BB to EE New BB is to do it thro' BT.

You're only confusing OP!

[XRaySpeX]

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@Marcoee wrote:

the BT ‘guide’ I spoke to couldn’t offer me the downgrade I wanted

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If you are not currently on a Full Fibre (FTTP) package the reason for that would be that if FTTP is available in your area, as it must be otherwise you wouldn't be allowed to move to EE as a new cust, no ISP is allowed to sell you a new non-FTTP package. However you can continue on your existing non-FTTP package.

[Marcoee]

Broadband in my area is FTTC

I was on BT Halo 3+ with lots of gubbins I did not need. It was very expensive. Once the contract ended I wished to move to a more basic deal without all the extras. BT, for a new customer, EE and Sky all offered exactly what I wanted at the price I wanted to pay. However, the BT person said he couldn’t offer that. Initially, I asked him to cancel all services so that I could just start somewhere else. Because I wasn’t impressed with Sky reviews, the somewhere else I settled on was EE.

My wife works from home and so I wanted the smallest break in service possible, moving from BT to EE. Someone here advised me to cancel the cancellation order and instead ask BT to migrate me over to EE so that my service wouldn’t be interrupted. I did that. Unfortunately, the BT guide didn’t complete the process and didn’t tell me about it either.

I take it you’ve read the rest of the thread so I won’t repeat anything

Thanks

[XRaySpeX]

What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

[Marcoee]

[XRaySpeX]

Thanks! Ah, I was wrong. You don't have FTTP available there. You are on a FTTC/VDSL package. What was the downgrade you wanted with it?

[Marcoee]

All I want is to shed all the extras, and gear from Halo 3+ and drop to Big Sport 67 Essentials. It knocks a substantial amount off of my monthly bill. I thought it would be pretty straightforward

[Marcoee]

Hi 

I’d just like to tie up this thread by saying I spoke to a very good BT guide from the ‘cancellation dept’ today. She sorted everything very quickly and efficiently. I didn’t get quite as good a deal as I was hoping for, as I’m not counted as a new EE customer, but it is still a huge monthly saving. 

Thanks to everyone who helped with some useful advice.

Cheers

Marco