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Do I contact EE or BT?

Ladyjane2022
Investigator
Investigator

Have Broadband and phone contract with EE but pay BT line rental (copper wire).  We have recently had building work done but builder has covered over our internal telephone connection.  I now need a new feed into the house. I don’t know whether I have to do this via EE or BT.    
My gut says BT but whenever I have had line problems in the past they have organised the engineer.   I don’t want to start ping ponging back and forth between the two organisations. 

5 REPLIES 5
Chris_B
EE Community Star
EE Community Star

@Ladyjane2022  If your BB is with EE you should be calling EE.     You could always contact a telephone engineer yourself to have this fixed as you’re going to be charged for it. 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
XRaySpeX
EE Community Star
EE Community Star

As your landline is with BT & it is broken, you must contact BT. Treat it as that you are unable to use the phone & so it is a voice issue. Avoid mentioning BB as it may complicate matters.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
I have managed to speak to someone with BT and they are passing on
information to the Engineers to organise a visit (chargeable of course).

My main gripe is that it is virtually impossible to speak to someone to
explain what your problem is. They only seem to have customer service
numbers to speak to someone if are buying or upgrading.
I eventually had to make out I was moving and I way then transferred to
another department. Eventually, all my information was taken and will be
referred to The Engineering dept (no direct number for what I needed).
Watch this space. 😳😳😳

Bots and messages systems don’t always rectify the problem. Human
interaction is needed.

The main problem is how to contact the Engineer.   Most of the systems chuck you around to a ‘bot’ or go around in circles getting your line checked.  

Managed to speak to someone today at BT when I phoned about moving home I was then transferred to someone who listened and actioned my problem.  They originally also said I should contact an Engineer but was unable to give me a contact number.   I think they could hear that I was at the end of my tether and could just as easily cancel my accounts with them and EE, as not in contract with either. 

Which Engineer are you talking about? You don't directly contact Engineers of your ISP or landline provider. They arrange any Engineer's visit as & when necessary.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP