Migration from BT service to EE

[Lee521]

Here's my experience moving from BT broadband and TV to EE, don't. Called BT to leave them with a plan to move to Sky. The silver tongue devil on the phone convinced me they had the perfect package to maintain my custom, in a moment of dizzy madness I agreed to the deal. Last Wednesday an Open Reach "Engineer" visited my property to complete the installation and was off to do some work at the junction box and disappeared. I do hope his still alive as we never heard or saw him again. Then the fun begins. Numerous hours spent listening to horrendous hold music, the excitement when the voice tells you how wonderful their customer service is, to be told it could take till midnight to switch over, then more of my short life on hold the following day to then be told it's a paperwork oversight, although Thursday the e-mail to correct the oversight will take till Monday, must be the Royal Mail of e-mails. Monday morning comes and the excitement of connection to the rest of the world is near, but hence more disappointment three calls and another two hours later I am advised we will have an open reach engineer at our property on the 3rd of October which we do assume would be 2024, following lengthy negotiations which I imagine similar to the Brexit deal, sense was found and (tomorrow) Wednesday afternoon was offered and a confirmation text sent now we are cookingon gas (I do hope that it's the original guy as I am so worried about his welfare) and he doesn't arrive or put in any paperwork as to his non attendance (maybe it's the same engineer and his disappearance has some kind of alien abduction) again we call EE who are the best network provider 11 years running, it's starting to feel like I will be waiting 11 years for connection, rest assured though they are spot on with billing you as that has come through before I am connected. Tonight I decided with no idea when any engineer who has been abducted will be available I asked to speak to the cancellation team, who I assume accidentally cut me off just prior to the lines closing at 21.00 clearly not interested in the overtime. So we go again tomorrow. 12 hours at home waiting for engineers, about 8 hours of phone calls and a £35.00 credit but still no service. This of course is just my experience, I wish anyone else following a similar journey all the best of luck.

[Markie2022]

I am having same problem, but in my case BT broadband bear in mind I was a EE legacy customer move to BT broadband through their recommendation then moves me over to EE the new system. I can’t connect the router or access it, including their white box they sent me as a Wi-Fidisc or hope whatever they gonna call it awful advisor on the phone last phone call asking why refunds have been given to myself and asking me to justify them with all ringing up to do was to try and sort out the account I ordered the EE TV £22 cheaper than sky better my sky customer and I’ve just left that contract but did not know that they were going to ship me over to the new EE system. They did it behind my back now I’ve got a BT hub to router that doesn’t look like it’s compatible because I can’t actually monitor Wi-Fi whatsoever. The EE app is all over the place. They tried to re-register a new email address to the app for access that’s not working hard enough to be honest with you and my friend was on the phone attitude and the way the advisor was speaking to me. Question me about refunds as far as I’m concerned, I’m still about by themand they said the check will be with you at the end of the week but I was unaware of the refund in the first place because 

I could not access the original BT app when I was told that they would take care of everything but they took the link for the BTID Off that manage and then tells me there’s no notes on the account of previous calls. This is to be honest with you BTE and reconsider moving on to different service they don’t care they’ve got millions of customersI’m gonna give it a thought because they also said to me the TV box if I send back my EE Provox that hasn’t happened yet and they’re just trying pan me off every time last advisor terrible

[Ali_A]

Hi @Lee521 

Welcome to the EE Community. 

Thanks for sharing your experience with us. I'm sorry to hear it's not progressed the way we would have expected. 

You've done the right thing in getting back in touch with Customer Care team to follow this up, and it's been acknowledged.  

Please keep us updated with how you get on with this. 

Ali

[Ali_A]

Hi @Markie2022 

Thanks for reaching out. It's great to hear you have a great deal on your TV package with us. 

WIFI controls are also available with the EE Broadband service, however at the moment they are not compatible with the BT Branded hub. 
If WIFI controls are important feature for you to use, it may be worth contacting Customer Service team about the possibility of swapping to an EE branded hub, which would give you access to the WIFI controls again. 

Have you had a chance to contact Customer Service team about your experience? 
They'll be able to raise a complaint for you if you're unhappy with how your Broadband renewal has been handled. 

Ali

[Markie2022]

So basically what you’re saying as I’ve got to get one of the EE standard
terrible routers and they are awful hence why as a legacy customer I was
advised to join up with bt I have just sent the router we one that I’ve
just sent you back to ee the one yiur going on about the fact that you’ve
just BT have sent me I would ask for the 5G we router for all the hassle
that has been caused towards myself ee need to consider this as part with
the new service new ee Just someonei have been a customer for years This
should’ve never happened. Get back to me regarding this.

[Ali_A]

@Markie2022 

If you're struggling with the quality of connection from the router, it would be worth reaching out to the Customer Care broadband technical team so they can look into the issues you're facing. 

Ali 

[Buoyswimmer]

Not meaning to belittle your experience, but, by comparison to the will-sapping, logic-defying, morally bankrupt debacle we've been on the receiving-end of, you got off lightly. As you say, the agent selling (bs-ing) the benefits of migrating to EE, was nothing short of a conman. He guaranteed us "like for like" for the 2 x mobile SIM, landline and broadband Option 3 BT package, and what we have is nowhere near. Six weeks and we've been given data only SIMs. A "no-frills" basic speed and barely any coverage. No one wants to take responsibility or accountability. Following months of issues with BT and a CEO level complaint via our MP, we had 205 days of perfect service. Now it's the worst customer service experience I've ever known. Even the staff in the EE store suggested we ask for a letter of deadlock and complain to the Ombudsman. EE do not offer anything like to same performance as BT. And don't let them hoodwink you into thinking it's the same service as BT. BT ain't anything to write home about, but their call centre culture is markedly different. Sadly, they treat customers like they have a captive audience. Regrettably, up here in The Highlands, they effectively do. The Government need to get involved in this $h1t show! 

[Andrewlovegrove]

EE have had 5 attempts to get my order right. All failed. They keep saying they are going to sort but make more mistakes. Useless. I am now looking at alternatives.