Mis sold contract by EE, can’t get back to my BT Halo account

[Judy360]

I was persuaded by an EE sales person that I could get a better speed and price if I changed my BT halo broadband and digital phone service to EE. This doesn’t seem to be the case, the EE service is more expensive and broadband speeds are worse. I asked for the EE contract to be cancelled and stay with my BT Halo system.

Despite this I was sent an EE FTTC router and they changed my digital phone number, which I didn’t ask them to do. It took several hours on the phone with EE to get my old number back. I returned the EE router in a bag I was sent, then got a email demanding that I send back my BT Halo router and extender discs or I will be charged.

It looks like I’m also being charged for phone calls at premium rate. When I had 700 free minutes with BT.

its got so bad now that I don’t know what to do! I’m retired in my 70’s and can’t cope with literally hours on the phone listening to hideous music and being passed around to various people  (with hideous music in between) when I do get through to actually speak to someone.

anyone else been put through this hell?

[XRaySpeX]

Which EE BB plan are you on including its speed? What EE router did you have? You should have kept it as BT was bound to ask for theirs back.

Are you paying for EE's 700 mins phone plan @ about £9 pm? If not, you will be paying PAYG for your calls. It won't be Premium Rate tho'.

[Judy360]

I thought I had cancelled the EE contract, as it was within a few days  and after spending so long on the phone with them and before any changeover had taken place with broadband.  I thought you could cancel a contract. 
Its FTTC not FTTP so no improved speeds and I am paying for phone calls it seems.

[XRaySpeX]

I dunno what you had before.

[Minkey1]

Judy

"anyone else been put through this hell?"

Oh yes. Had BB, TV, and 2 SIMs w BT. Agreeing a new deal on the TV side, I went along with a new EE router and new SIMs. Big mistake. Huge mistake. Issues now with all of it. I'm on the senior side, like you. Despite being a BT customer since the 70's, with a perfect pymt record, they made  me produce ID and now I have to wait till 3 months bills are paid before I can get back the same functionality in the app I enjoyed with BT. 

Turns out Netflix on the TV side is now with ads. That was never mentioned. Phone plan is throttled. That was never mentioned. Network controls doesn't work. That was never mentioned. And once you've made the jump. you can't go back.

Sick of the 150 merrygoround, I ended up emailing BT/EE CEO's. That did produce a response. Expecting an update call from Exec Complaints tomorrow. 

I hope you get a solution. You have my sympathies, if little practical help. I do seem to remember getting the option in 150 to register a call back request?

Mike

[Halouxyz]

Curious how this went? Had a very similar experience being mis sold EE TV/internet (persuaded to move from BT) to get cheaper mobile phone contract renewal, but they omitted telling me it would remove part of my TV package and now I have to pay more if I want it back. No one is taking ownership and I can't cancel without fees. Don't know how this can be allowed!

[Minkey1]

Hi Halo

Ah. BT Halo 3. Those were the days. "All our Yesterdays". App worked. Everything worked. One bill. What times we had.

Oh well.

Back to topic. I'm getting there. Some days it feels like 1 step forward followed by 1 step back. See:

https://community.ee.co.uk/t5/Contracts-Billing/Rant-incoming-apologies/td-p/1472492#M94723

Did get a response to my original CEO complaint, over the week-end, too. Had many calls since, from each product area. They seem unable to field a single point of contact. From what's been said i get the impression that BT people pick up the BB side, and EE people the phone side. BB and TV sorted, with apologies and £compo.

The phone side rumbles on. I've had a response today from Exec Complaints to my further email yesterday.. They seem to be applying further credit, but as we've no printed bill and no access to the phone accounts online, they're just random numbers being quoted. But what rankles most of all is this insistence that despite decades of paying BT bills, I'm tret as if I've just walked in off the street. I have to wait 3 months to prove my creditworthiness. Computer says so. Someone on the BT side implied that a switch initiated by them is more seamless. I initiated the phones - and certainly it's in that area I feel most aggrieved. It's not like the TV box light changing colour but otherwise continuing as before. I'm a new customer. Its more than just a re-brand.

There's no going back. That much is clear. Even if a process existed to accommodate it, push would simply become shove further down the line. Given the lack of an effective process to handle it (we're not alone, we know that) I think BT will take a reputational hit. But won't give a toss. It'll pass. They've made the decision to offload the domestic side, and that's it. 

If you feel mis-sold, complain. I'm running at £90 compo so far, with more today - although its not very clear.  I wish I'd simply poney'd up  on the TV side. I'd have saved a month of grief. But it could have come later anyway.

Good luck.

Mike