Moving from BT to EE - nothing but trouble

[scassidy1986]

Like others in these forums I was convinced to move from BT to EE for my broadband and TV (EE sold as the “premium” service) and it has been nothing but trouble

• Placed order, no response or anything and and it stuck in pending for weeks, finally get someone to look to find out the order hasn’t been placed correctly
• New order placed, still hear nothing - because my details had been entered wrong so nothing was linked to my existing EE mobile account
• Finally activated, after lots of phoning to get my details sorted, but now I can’t link my accounts to manage anything or activate any extras
• 4 weeks of the same thing, phone and explain my issues, told it has to be sorted by an offline team. Nothing happens, no updates or replies, when I put in a dissatisfaction note I get an email 30-45 mins later to say it’s been closed but no feedback or resolution or follow up
• Broadband is working fine (actually faster than BT and the hub seems to have better coverage) but it was a struggle to get the mini boxes working, I can’t use the TV app, and regularly get an error IPC6007 that I have too many boxes active (I’ve my main and one of two mini boxes, rarely on at the same time)

Really not impressed with the service since moving at the start of the month (March), it does seem like the plan is too get as many people moved over to get more money (setting up the direct debit was the only thing that went smoothly!) while the backend systems clearly can’t cope or weren’t ready, I mean how difficult can it be to link a few accounts together?

Parents and friends are coming to get end of Sky/Virgin contracts and I honestly can’t recommend switching right now, especially for the TV product

[scassidy1986]

I phoned a few days ago as I saw on the website that 1.6Gb speed was available, I entered my postcode and it said it was there so log in to upgrade, instead I got an error saying to contact customer services.

First person I spoke to couldn’t figure out why, so I was redirected to the next gen team. I was told I couldn’t upgrade because 1.6gb is broadband only and I can’t upgrade without cancelling and paying the early termination fee for TV. Agent went to double check - now told me that 1.6gb isn’t available! And also brought up the point that when I switched to EE why no one had mentioned 1.6gb at the time…

At this point I’ve lost all hope that anything will be fixed (I still can’t link accounts, still have issues with TV, and because I couldn’t access my broadband account I lost out on mobile deals etc) so I think I’ll just wait until I’m far enough into my contract and jump ship to someone else.

Like you said - I was with BT for years and I honestly can’t remember one time having to contact anyone over any issue, other than to try and save a few pound on my costs!

[Adambeth01]

I was moved to EE from bt in March  had so many problems even ombudsman couldn't get to bottom of problems, now can't see my account for broardband  told its in a different email address still can't get access spoken to a lovely guy today he sorted everything other than being able to see my broardband account   so very disappointed in EE will be leaving at end of my contract 😢 

[Leanne_T]

Hi @Adambeth01 

I am sorry you are unable to view your broadband account in the EE account. 

When you spoke to the guide did they advise this would need to be further investigated for you? 

Leanne. 

[newforestuser]

I'm in the same boat - i can login to my account but cant see any of the data relating to mobile ir broadband accounts. Also, like you, this has been a 6-month wait, despite frequent calls and promises to fix.

Out of interest, do you subscribe to EE TV? That's yet another feature that doesnt work for me if I use the relevant app.

Shambles!!

[MetalFan459]

I have my own experience of this story 😔 was with BT for years and no issues. Re-contracted to a new ‘EE’ plan and it’s been a shambles. My app tells me ‘My Order is Pending’ but all the CS staff say the system shows it completed on the 1st Aug. Can’t manage the account and am not getting the broadband speed I signed up for.

20+ phone calls and 2 Engineer visits later I’m still no closer to getting it resolved. As nice as people are on the phone, no one clearly understands what’s going on.

left with no choice but to exercise my option to leave for free in a few days as it’ll have been more than a month below the ‘Stay Fast Guarantee’

[Adambeth01]

I've been on with this since March I've finally spoken to someone who worked for bt who has been more helpful I can now see both my broardband and mobile accounts even though at the moment they are in different email addresses been a shambles as nice as they are at EE they don't seem to have the knowledge that bt people have they had wrong date of birth wrong email address it all started with the shop assistant not a clue I even had ombudsman involved fingersX it's sorted now just waiting for accounts to be merged by next week 

[newforestuser]

If they do manage to sort it all out, please post on here to give all those
of us still suffering a glimmer of hope!

Tony Wickham

[Adambeth01]

I will,   not got everything I had with bt though which I was promised by the shop assistant just sport and entertainment not got Netflix or cinema though,     it's a little cheaper,    not happy with how they've treated me not much  compensation either only refund of what I'd paid for with bt and £60 what ombudsman suggested they pay me