Migration/Upgrade from BT to EE - Terrible

[stewsoft]

Hey, Thought I'd share my current experience, like others. I knew there was a programme to eventually transfer all BT Residential Customers across to EE Branding and Service Management even though EE is still part of BT Group. I spoke to Sales about 2 weeks ago and was informed I could upgrade just the TV Box for now for £30 one off fee or upgrade services and migrate to EE (increase of about £4 per month), so I did the latter. I was informed - get voice control TV on remote, better TV Box, better Router, seamless transfer and I could continue to manage my EE Services on the BT Account! *********** unbelievable and totally the opposite! Issues with Broadband router, TV Box, mobiles, new accounts, billing on both BT and EE systems that also crossed the billing periods i.e. charged twice. I was informed I would get refunds for this, I didn't ,they (the Data Integrity Team) had to eventually manually refund my account! I have spent a lot (I really mean a lot) of time talking to EE/BT teams and later the Data Integrity Team to try and resolve. They are still trying to resolve but in my experienced view what a complete mess of a transfer of services. Doesn't appear to have been much testing system to system for migrating, the worst is EE charge extra for services I had free with BT! I expect the same service or better! I still have outstanding issues, mainly with initial system transfer being stuck, locking up some services! EE please get your act together or I'm gone! Last point - ever since I was on BT Full Fibre 900 Mb, TV and Mobiles I never had any issues!        

[Christopher_G]

Hi @stewsoft 

Welcome to the community.

I'm really sorry to hear that your transfer hasn't gone as smoothly as we would like. It sounds like you've done the right thing in contacting our support teams.

Please keep us updated with what happens. Hopefully it's all ironed out soon for you.

Chris

[Benjp98]

So glad to know we aren’t alone in this. We have been stuck in migration since August 29th. Original order was placed in July due to complete by the end of August. Have been calling weekly escalated from team to team but seem to be getting nowhere. In todays phone call I joked that the fastest way to resolve would be to call sky and ask them to take over the line in which I was told that even that would not work as the line is stuck in migration!! 

hopefully one day we will finally be EE customers! Hopefully by the time I retire (I’m 26)

[stewsoft · Accepted solution]

Hi Chris, 

Well all I can say is nothing apart from my mobiles are fixed and I chased everything with EE Mobile! They owe me money for sorting the issues! Broadband (router included) and TV are rubbish, worse than BT equipment. I have dealt with two advisors in Executive Complaints, one didn't give a damn and one was very good and tried, unfortunately he can't help either!  Oh I know it's a better router (I was told), only as it has wifi 6, wifi signal strength is rubbish, I was told pay for extenders £7 or £10 month or buy your own! Great service! EE's CEO knows what's going on, he's asked his so called Executive Complaints Team to keep him updated on all the issues and how many customers are affected, too late! They have a massive system migration issue and they won't tell their customers up front and it's been going on a long time! Good luck! BT/EE poke your customers too much and they will roar - LOUDLY! I'm going............................ oh, also with mobile service, too costly!       

[Customer1971EE]

Yep I agree.

The sales side was not great. I cancelled my first order when I saw an added extra at X per month as they were going to rent me the Wifi Extender or disc. 

The second order I created I keewp getting badgered to return equipment before I have even switched over.

The install date was moved

When the switch happen I got sent a guide to setup broadband which was not applicable to me

Lastly I still have all BT equipment.

Broadband is supplied by openreach so that is fine but the whole process from order to delivery was very poor. I am unhappy mostly about having to return equipment that I thought I owned and have had for years like the disc and the BT TV box. 

Oh and this stings too because it is a forum which doesn't get logged as poor performance it is just a place for me to vent my frustrations.

[XRaySpeX]

@Customer1971EE : If your kit is listed in Return and recycle your EE/BT Broadband or TV products it is not yours to keep & incurs a fine if it is not returned.

[Peter_W]

Hi there @Customer1971EE, thanks for taking the time to share the experience you've had when making the switch over from BT.

You're absolutely right that these forums are predominantly for customer to customer discussions, but if you're unhappy with any aspect of your switch we certainly want to make sure you can get in touch with the best people that can help. 

If you want to discuss this with our customer care team you can find all the details you need here, or you can also find details on how to raise this as a complaint should you wish to as well. 

Peter