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

[Marcoee]

BT are now hassling me because I haven’t returned their equipment yet. The idea was moving from BT to EE was supposed to be seamless

[JimM11]

@Marcoee Is your BT Broadband internet still working? If so then i would assume that you want to speak to BT CS regarding your transfer, if you are not an EE customer yet then BT is your ISP and has your account? is your MyBT still working or closed down? And there is 60 days before required to return any equipment also.

[Marcoee]

My BT service is still working. The reason I rang EE is because I was expecting notification that my EE equipment was on the way and to give me a start date for my ‘new’ broadband package. When I called them on Wednesday they didn’t say, as you have, that I need to talk to BT, they tracked down the issue (a battery pack on my BT account)  removed it and promised a call back for yesterday. The text message from BT has just reminded me that I only have a few weeks to return their kit. 

They are in essence the same staff, which is why the EE ‘guide’ took the problem on. So I have no EE service and BT want their gear back. The Mobile part of my package was moved immediately and I had no reason to believe the broadband and TV wasn’t happening because no-one told me anything

When I’m told I’ll be called back, I believe it.

I’ll try BT on Monday. It’s not clear what department to ring either at BT or EE as none of the options fit. I was hoping to hear from an EE employee

[JimM11]

@Marcoee Best would be EE CS as your first point of call, we know that they are all one now, but it does make you wonder, why would you have to call BT to migrate to EE, see what i mean??? If your MyBT is still working, then you are NOT an EE customer until they assign you an EE account etc, some BT customers will not receive any new equipment if it is deemed what you have is good enough, and until your EE service is live, then BT need to wait, 60 days so do mention this to EE CS when you are talking to them. Good luck hope you can get resolved. The surely should have sent you e-mails from EE welcome to the new family?

[Marcoee]

Hi. Thanks for trying to help out. I think I’ve fallen down a crevice between BT and EE. I will go to EE again on Monday and just try to sign up and let them deal with BT. I’ll let them know about BT’s text as well.

Cheers

PS the main reason for moving was because I had ended up with a really expensive BT package (good sales dept) and when the contract ended the BT ‘guide’ I spoke to couldn’t offer me the downgrade I wanted - he may have been inexperienced, idk. So I just phoned again and told BT what EE deal I wanted and asked them to move me across…and waited three weeks and you know the rest

The funny thing is I was going to leave BT and try Sky, who had a good deal on, but I thought, no, I’ll go with EE because it’ll be seamless.

[JimM11]

@Marcoee Wrong way to do it, you need to have BT sort out the mess, as they are the ones migrating you to the NEW EE system. If you are out of contract with BT that will be less to worry about, if not BT have been known to go after any penalty payments, and that may become another battle.

[Marcoee]

Hi Jim - what did you mean by this then?

“@Marcoee Best would be EE CS as your first point of call”

[JimM11]

@Marcoee You posted earlier that the EE Guide was your helpful contact, did you not? see the faq's

BT and EE are coming together to give you more | Learn more about the relationship between EE and BT

[Marcoee]

I’m sorry I’m a little confused. You said go to BT CS. Then you said go to EE CS and then that BT need to sort it.