I share your experience in that I was pushed into the new system when my existing contract with EE broadband came to an end. I insisted that my landline number was to be retained as part of the deal. They (Open reach) installed and the system failed to work. It took well over 4 months to get anything like a land line service and I spoke to over 50 so called Guides and each time they tried a new way of making it work or talked a good story.
I was passed between EE, BT and & Open Reach on many occasions until one guide accept the responsibility of owning the problems.
Eventually (Months) she got things working!! Seems the legacy contract had not been closed correctly and that prevented the number transfer and several other things from working. But the intervention actions by the so called guides just seemed to have create more and more issues.
The fact was that EE & BT guides who supposedly were now all working under the guise of New EE did not have an amalgamated system to work with and had not got a clue about the issues with the new system or even to opposite system to their base training (Ie they were either BT or EE).
I still have probs because the EE app cannot manage the fact that I have 2 Mobiles with them on what appears to be a different system to the Broadband and they cannot merge the 2 into the APP!!
I cannot see the contract details and I keep getting notification that my bill is due and I cannot see it because of this problem so I have to phone to get to know how much they are going to debit.
So the phones not working did not really come as a surprise. It seems the Handsets are in a similar world that what worked in the past with one system does not now work with the latest instals.
I think your comment "I also think BT/EE just didn't think the process through and now it's a huge mess!" is a very polite way of summing up the current situation.
Did your contact with the BT Executive Complaints dept provide any assurances that the problems are actually being worked on or is it a situation that was previously mentioned that unless there is a ground swell of complaints they are not prepared to get it right?
Perhaps the Execs at BT/EE/EEnew, if they bother to read the forum posts, will be good enough to reply as to what is being done now to correct the issues and how long we are expected to wait for the resolution?
I have just had delivered a replacement hand set per the recommendations mentioned in my first posting and I feel sure it will not have the full functionality described in the advert!!!!
Do I return this one for a refund under that NOT AS DESCRIBED clause in the sale of goods act or is there a chance it will be made to work?
