Moved from BT to EE

[Al3ee]

At the suggestion of BT I moved over to the EE platform. I was explicitly told that I would get a new router and it was all simple and painless. I have obviously paid EE for the privilege of doing so. However, two days after the transfer and having received several emails about how easy it all is - I find that I have no landline. The old router is just flashing red. 

What have I done wrong? Apart from swapping from BT to EE! Why am I not able to use my landline? Any thoughts - because EE cant help me until Sunday afternoon!

[Mustrum]

@Al3ee  In theory it should have been very simple, alas things do go wrong sometimes.

What broadband service did you have, and were you going for the same service with EE?

And does your phone plug into the phone socket on the wall, or have you already moved to Digital Voice?

[Nathanvtr]

I had the same issue as you loads of texts and emails to find nothing was working, don’t understand why the service has become so poor. I’ve now the issue getting them to merge my BT account which for some reason no one can explain has taken 3 months and still not done.

Anyway, it was a call to customer services, then connected to a tech advisor who simply refreshed my account. I was asked to restart the hub and everything was active.

It’s an issue their end and I don’t understand why they’ve merged customers before they were absolutely ready. Especially when everything was fine before the change.

[Al3ee]

Hi, thanks for your reply.
The broadband service is exactly the same one I've had with BT for the last
5 years or more. Its called All rounder Fibre 50.
The renewal means that it began yesterday too.
As far as I can tell the handset connects directly to the wall socket.

[Al3ee]

Oh. Glad I'm not the only one the boat. Thank you. I'll try rebooting everything as you suggest.Sent from my Galaxy

[Al3ee]

Just rebooted but sadly the red light still shines brightly on the router!

[Mustrum]

@Al3ee   I presume you clicked the fix button in error if it is still not working.

Whilst a reboot was a good shout, it seems there is more to it than that.

For 1, for the last 18month or so, anyone changing ISP's must also change their phone service to Digital Voice, with the phone now being plugged into the router.

New EE is handled by the same BT team as it was when it was BT providing the service, so they must have some issues with the change. Alas no one on here has account access or knows who you are, so you need to chase up the Customer Services team and escalate if needed.

HTH

[Minkey1]

@Nathanvtr 

Agreed. Same here. A simple change of logo/but everything else remains the same, it’s not.

I’ve gone from one BT account covering BB, TV, and 2 SIMs, 1 app, and 1 bill, to one EE app covering half the stuff, 3 DDs, 3 bills, and 2 phone accounts I can’t access “for security”.

Abd despite escalating to Exec Complaints, I’m told it’ll be some time in Q125 before I get back the degree of easy access I had w BT.

There’s a reason for ⬇️

 

[Nathanvtr]

I wish I’d seen these posts before upgrading I’d have left the service as it was.

Like many customers I feel like I’ve been scammed by a company I’ve been with since 2006 because I’m paying for a service I cannot use in its entirety.

EE should be subject of court proceedings for doing this to customers the fact they think it’s ok shows how little they value customers.

They obviously know about the issue as they have removed the linking service on the app….. the button sadly just just takes you to a blank page.

[Minkey1]

@Nathanvtr 

Tell me. EE are happy to give me full access and manage ability on the BB/TV side where I pay them £80 pm, but I’m not to be trusted on the phone side where I pay them £16pm. It’s as if they operate separately. But I’m committed now, and unlike EE, I stand by the deal I’ve struck. Plus I’m not convinced any other triple play provider is any better.

UK. 2025 🤷🏼

Like you, my actions initiated the transfer. But it wouldn’t have made any difference in the longer term. BT have made the decision to push the consumer side over, and that’s it.

KBO, as Churchill used to say.