How does EE suck so bad when BT was great....?

[bigsteve47]

How can EE screw up the technology so badly that their service sucks? We had 1-2 cut outs in 5 years with BT and it was normally around 3 in the morning which we put down to scheduled restarts. 

Now we are cutting out at least once a day and it is becoming infuriating because they are using BT's line so it is an issue with their router / hardware. We swapped over in November from BT's hardware and ever since then it has been a disaster...so how can a company completely ruin a service with crappy hardware? We are definitely switching provider when our contract is up because this is similar to early 2000's internet in terms of reliability. 

[robh661]

Because one thing I forgot to mention, when I had the Smart Hub 2, when I went Full Fibre from BT. It would reset itself every 6 to 8 week’s. And during the night as well , so sometimes it would be for an upgrade or just to give me a new IP address. Whereas the EE ones don’t. 

[bigsteve47]

Another day another drop out to report...02:35am everything goes down. This is what happens when you outsource your hardware to the 5th world and don't test it. Or are they trying to force us to pay the 2k exit fee so they can save on the bt lines...? actually unsure at this point.

[Genu9]

Been with BT for 32 years. Last package was Full fibre 900 Halo 3 plus, which included Norton, Hybrid Connect, Smart Wi Fi and everything was fantastic. We moved house and all I wanted was the same package moving with me, but Oh no! EE got involved.

Nearly a month after moving I finally got EE version of what I had before. No Norton (have to pay), No Hybrid Connect (have to pay), BT email addresses have been downgraded to 'basic' so I can't use Outlook to access my emails. 

And the best bit. I had just renewed both my Broadband and TV packages before I moved and now My BT bill for next month is £2401 because they think I cancelled the contract?

Started a log when I made the first call to 150, so far to date I have spent 8 hours 21 minutes trying to sort out the mess, including a call to BT Complaints to respond to my written complaint.

EE sucks is an understatement.

[XRaySpeX]

@Genu9 : How did EE get involved? Did you do your House Move under your BT a/c? Of so, there should be no Early Termination Fees.

---

@Genu9 wrote:

BT email addresses have been downgraded to 'basic' so I can't use Outlook to access my emails. 

---

No, you should retain your full BT Mail service when you are moved from BT to EE.

[Rach_H]

Hi @Genu9,

Welcome to the Community!

I'm sorry to hear about what has happened here, and that you've been left feeling disappointed by the service you're receiving. Have you spoke with the team about the potential of moving back to the BT service you had previously?

Rach

[JimM11]

@Rach_H Would be more relevant @Rach_H to why the transfer did not leave the Premium E-mail all in situate and the customer having that part still with BT and continuing to just have that on the DD as the only payment!

[JimM11]

@Genu9 It's all a mess and not knowing directly what you did or did not do, but you do need to sort out very quickly with either EE or BT the final payment side before they come and whack the money out of your account. @Rach_H has responded to you and e-mail, written letters etc all take time and that is just not what you have so be fully aware!

[Matt_124]

A BT to EE migration can not and should not be carried out when doing a Home Move and the Guide was likely looking to make an easy sale and has caused some serious issues by doing so.

If someone wants to move to EE when carrying out a Home Move, this should first be done through the BT Home Move process and then once set up at the new address the customer can then be migrated from BT to EE using the established process.

What they have done instead is likely created a brand new EE Account at the new address and cancelled the BT Account, without even making adequate arrangements to deal with the Early Termination Charges that would result from this.

Depending on how your order was placed will probably determine how this is escalated and resolved. It would likely do no harm to raise a complaint on the EE side, although the order was likely placed through the BT Customer Service line so there may be some crossed wires here (even though most contact centre staff are cross-trained on BT and EE accounts and products).

The link to raise a complaint is here: https://ee.co.uk/help/contact-ee/complaint/complaint-form 

It does quote a 7 day response time, so you may be quicker to call Customer Services and raise this over the phone if possible.

[Genu9]

"A BT to EE migration can not and should not be carried out when doing a Home Move".

Good. Tell BT & EE that, because that is exactly what they did. They told me an order couldn't be placed for my move because 'Openreach' was doing work where I was moving to.  Once I moved THEY cancelled my contract and when I could place an order for the move, THEY, as in BT/EE (whatever banner they are flying under at the time), placed an order via EE. I had no choice in it.

Having spent 7hrs 23mins of documented and logged time talking to BT/EE, I think I was fully justified in raising a complaint. Not that it did much good.

So I'll stick with the OP in his opinion and say EE Sucks. 

[Peter_W]

Hi again @Genu9.

If a complaint has been logged on your account, this should definitely remain open until you're happy with the resolution offered.

If you remain unhappy, you can request escalation internally, and then if we were still unable to reach an agreement you can be taken to deadlock and raise this with the Communications Ombudsman for independent review. 

Based on what you've mentioned it sounds like a complaint may already be active, but if this has been closed you can either give us a call or use the webform @Matt_124 shared - this will go to our dedicated complaints team for review. 

You can also find more details of our complaints code of practice here:

EE Complaints Code of Practice - March 2024

Peter