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Moving from BT to EE

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h2005
Contributor
Contributor

‎25-03-2025 07:32 PM

Hi

Last night I renewed my broadband contract with BT and agreed to switch to EE in the process. I've not had any email confirmation and it's supposed to 'go live' tomorrow.

This afternoon I used BT's online chat to ask and they said I won't get any email confirmation until it goes live tomorrow. Is this normal and correct?

Strange thing is I got an email last night saying my EE email address had been changed, but it hasn't when I logged in to check (I have an EE account as I have my mobile with EE). I assume this email is because they were setting up the new broadband account?

Also will anything happen to my broadband connection when it switches from BT to EE tomorrow? Will it drop out (even briefly)?

Thanks.

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h2005
Contributor
Contributor

‎26-03-2025 07:43 PM

I noticed the email address showing on my EE app was suddenly incorrect (my address is in the format of firstlastname1@gmail.com, but it was showing firstlastname12@gmail.com ). I don't know why and I hadn't requested this, but it ties in with the email I received just after setting up the order, stating my email  address had changed. My correct address still worked as the login though.

I contacted an online chat agent who corrected the email address back to what it should be. Do the contract details get sent in an email though? I just want to check nothing's gone to the other address as I've not received anything from EE via email. 

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Peter_W
EE Community Support Team
In response to h2005

‎27-03-2025 09:04 AM

Hey there @h2005.

We don't have account access to directly check orders via these forums, but there's definitely a possibility that your order confirmation details were sent to the incorrect one you posted. 

I'd recommend giving our broadband team a call, and they'll be able to check the order details and answer any questions you have on what's happening. 

Peter