How do I get the contract changed and the equipment I no longer need, returned?

[Arcadash]

Following the change from BT to EE, I opted for Fibre 36 Full Works. We are Fibre to the Cabinet, Copper to the House.

The Smart Hybrid Connect was an add on, as was the Booster.  They are expensive, and as I found out, unnecessary. The Hybrid Connect does not work, and is also not required as I have not had an internet cable issue in the past, but more importantly, I can use my mobile phone as a hot spot if necessary. The Booster is redundant due to room relocation of equipment.

When I tried to renew, following the instructions as usual, I seems that if I want to change the contract by returning the Hybrid Connect and Booster, I needed to phone in, which I did.

3 telephone conversations and one shop visit later, it seems that I cannot return the equipment which I no longer need and get a reduced Broadband Only (Single hub) and Landline Unlimited deal. The additional cost of the equipment I don't need is around £30 per month, so I would appreciate sending it back and not paying £73 a month. £43 would be about right.

The people on 150 are always polite but hit the same stumbling block and cannot remove the equipment from my bill and send me packaging to return it.

My wife, who is disabled and had a lot of issues coming to terms with Digital Voice is one reason I am hoping EE will allow me to change the contract details as I don't want to have to go through that trauma again. I have been promised  call backs in the past, they don't happen.

So how do I get the contract changed and the equipment I no longer need, returned if the 150 team cannot arrange it?

[JimM11]

@Matt_124 Think it's more that EE are not allowing the OP to downgrade his package to a basic essentials with the DV voice package he requires only, posted he say's 3 calls and a shop trip still no one wants to do it, so it's now looking like time to go shopping around, then EE seems to perk up with the please stay let's see what we can do for you now!

[Matt_124]

Agreed, I was purely speaking on the pricing issue in my response.

I believe there is an escalation internally to downgrade from All Rounder/Full Works when outside of the minimum term to a more basic package but unfortunately can be quite tricky to get there!

Doesn't leave many other options for customers when that happens and can't get to the point of escalation they require. 

[JimM11]

@Matt_124 So as advised earlier would Retentions be somewhere for the OP to go especially when he wants to sign up and do another 24 month contract and get what he needs, you honestly would think the shop would have done it, but it's just not happening and if signed with the 14day limit wants to get it sorted now or OTS somewhere else while he can!

[Matt_124]

It would be raising a complaint likely, whether that is over the phone or via the webform.

The store wouldn't be able to do anything more than select from similar options as the self-serve portal if its locking them to All Rounder and Full Works packages (or what would now be Premium or Ultimate, with the new package tiers that have been introduced) as opposed to Essentials (Core or Standard). Has long been an issue, even on BT, and has persisted.

There used to be a manual order placement process that could be used for Regrades, but I believe access to that for frontline teams went the way of the dodo when New EE was launched.

[Arcadash]

Thanks everybody for the comments and support. It looks like I am not alone in finding that EE are very difficult to work with.

During my investigations, I came across an ISP who can provide the same level of service, <20 download as I am copper to the house but fibre to the cabinet, VOIP using standard analogue phones and automatic switching within the hub to 4G if the cables are down. And with unlimited calls anytime for much less than I am paying now.(£72.13/month)

With the alternative ISP, I will keep my landline number, but made the error of entering the fact that EE are my current provider, so they are now bombarding me with "Why do you want to leave?" emails.

Having filled in the web form and had confirmation that EE have received it, I will phone Retentions (as advised earlier) and see if they can do anything for me.

So if I can send back the unwanted kit, arrange a contract for around the £45/month mark which includes unlimited calls and a measily 16-20 download speed, I will probably stay with EE, but any grief, and I'm off as I have an alternative (well at least 2 actually), and have started porting my emails to Gmail which makes me that much less dependent on the @btintrertnet.com email arrangements..   

[JimM11]

@Arcadash The bombarding from EE shows that you are not bluffing in the slightest and are prepared to make the move, so do expect the call from them, they do have a dedicated team who's sole aim is to keep you as a customer, but you know what is out there now and the ball is squarely at your feet! It's always the same at the end and as you say worked out what you need from your last 24 month stint, hope it all pans out the BEST for you!😶👍

[Arcadash]

Thanks Jim. I phoned Retentions and got nowhere other than the operator just cancelling my potential renewal. So I went to the first of my options.

After going through loads of questions, I agreed to switch ISP providers.

Once EE new I had triggered the switch, I got a call from CS. "Can you explain why you are leaving?". Good job I used to run a big test and support team for the government, as the "internal kettle" was boiling. So I explained yet again that I was happy to discuss staying if I could revert to the basic package and return the kit I don't need and doesn't work.

The operative put me on hold and reviewed earlier contact and the complaint webform.

Cs guy came back and said "Your new provider will switch on 27th. Goodbye. Must have gone to the same "lack of charm" school as the others. It's not really their fault as having worked as a consultant for BT at Innovation Place in Newcastle,  the system tells them what to do. No original thought allowed.

I now have a new contract with a different ISP at less than half the price I am currently paying for the same service. Happy bunny at the moment, but EE are refusing to release my landline number, so that's the next battle.