Miss-sold EE broadband

[JennyC1968]

As my BT Halo 3+ package was due to end in January I called BT on 18 December to find out about new package. I live in a very large, very old house. When we moved to fibre the fantastic BT engineer supplied us with 3 extender disks as this was the only way of getting coverage in every room. During my webchat with BT, I was sold EE Full Fibre Gigabit Full Works. Before I accepted the contract (via webchat) I repeatedly asked for confirmation I would be supplied with a router and 3 wi-fi disks. I was repeatedly told it would be like-for-like and as I currently have 3 disks, 3 EE discs would be provided. Package arrived on 21 December and only 1 disk included. I've called today an opened a complaint with EE regarding being miss-sold. Their solution: to send out one disk today. I'm not allowed to book an engineer appointment until the disk is received. Unlike the BT engineer, the EE engineer won't be able to provide a third disk. If the EE engineer can't provide wifi in every room we will need to order a third disk and another visit. This will drag on! I can cancel under distance selling regulations by 4 January (14 days after equipment was received) - this is per the terms and conditions at the bottom of the email EE sent - despite EE telling me on the phone today  is it 14 days since activation. Any advice from anyone? I've had such brilliant service for years from BT and never been tempted to leave - but the service from EE has been awful. If I cancel today can I go back to BT? Anyone else had this issue? Luckily we still have the old BT equipment which works fine - but we are supposed to send this back. 

[Mathias501]

This just gets worse! 

[XRaySpeX]

Then use the Address Checker from the the 3-bar Menu at the top.

[Mathias501]

I can't use that as the building number does not allow letters, so I can put in my proper address

[Mathias501]

I can tell you now that I previously had 70mbs with BT, sometimes slightly more. Now I just about get 45mbs

[XRaySpeX]

@Mathias501 : Can't you use it as Building Name?

OR if you just enter your postcode, when you hit Submit it'll come up with a list of addys in your street.

[Mathias501]

 

[XRaySpeX]

@Mathias501 : There's no reason there for EE not offering you their Essentials Fibre 74 plan.

[robh661]

I think all BT residential users are being mis-sold broadband products, I was mis-sold a 1.6gb through an EE Guide, that nearly cost me £800 for exit fees, even though quite a few people on here have said I shouldn't have been.

Managed to make the switch to EE at the same speed and same price which is 900mb & 110mb,without the exit fees in the end.

But when you look at what a 1.6gb user is paying for their service which is £69.99, and mine is £99.99. It looks like I'm subsidising the faster speed user.

In my opinion EE & BT need to get their act together and treat all customers the same, whether we're NEW or TRANSFERRING from BT to EE.

[Leanne_T]

Hi there @Mathias501 

Thank you for coming to the community and providing these details. 

Please get in touch with our broadband team and they will get the plan looked into for you and see what options are available for you. 

Leanne.

[JimM11]

@robh661 You need to look at your package and pricing!