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!

[Nathanvtr]

Totally agree with you.

It may be one name but they definitely behave like dealing with seperate companies.

I’m just in the process of drafting a complaint to the regulatory bodies after reading the codes of practice the call handlers I’ve dealt with when raising a complaint have not even followed their own policies so what hope does anyone have of fixing such problems.

[Minkey1]

@Nathanvtr 

Good luck.

I know these sorts of user forums can give a skewed impression, but posts here suggest, in no particular order:

*Indifference from the Executive

*Insufficient resourcing in staff numbers

*Cutting back on “contact us” options to favour 150, resulting in lengthy on hold times.

*Too many tasks requiring manual intervention ie someone has to *do* something for the process to work. It isn’t done, or is done wrongly. Whether this is due to insufficient staff or inadequate training I don’t know.

*Key details omitted in calls eg I wasn’t told my SIMs would be speed capped, nor that my NF would now be subject to ads.

*Poor system design eg order placed, money taken, order confirmed - then cancelled by txt with no explanation why, or when the pymt will be refunded.

Etc. For my part, each element works, even if the account functionality isn’t what I had w BT. So I’m going to leave it the hell alone. Life’s too short 🤷🏼

[JimM11]

@Al3ee Are you still on the BT Router that you had before the BT to EE move?