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. 

[robh661]

@JimM11

 The EE package I've got is exactly the same as Halo3+ I had from BT and exactly the same price, the only change is the name of the Norton product, as on BT that was called BT virus protect and here it's called Norton Security.

[JimM11]

@robh661 Do you have a landline? And when did you start the original Halo+ with BT if you remember?

[robh661]

I turned the landline off at the beginning of August as I wasn't really using is, but also because some one had found my number and being ex- directory as well.

I had about 15months of Halo3+ left with BT when I tried to switch to the 1.6gb, and that's when it started to fall apart.

Even though exit fees weren't mentioned as people were lead to believe the switchover to EE would be straight forward and virtually painless.

[JimM11]

@robh661 So from what you are describing, you are on the Full Works package with EE, and you will now make a saving without having DV, or have you included that in the price you posted? Full works is a lot more spec wise than the 1.6Gb/s ever was.

[robh661]

That is the price I'm paying without DV as it was an extra £3 for pay as you go service .

[JimM11]

@robh661 So where you trying to down grade your BT package to what you wanted as an EE package?

[robh661]

I was trying to upgrade based on the EE Ad at the time, get the fastest BB at 1.6gb for £69.99. 

And at every time I've tried, because I'm not a NEW customer the door is always locked and bolted, so I've now decided to stop trying, but to say that EE will try there best to stop you taking the package you want, or in this case mis-sell the package and BT will slap you with exit fees that weren't mentioned at the initial contract stage. 

[JimM11]

@robh661 The package you have, if that is what you say you have, then the 1.6Gb package is not an upgrade, it's a downgrade....