OK folks heres a joke for you. Man walks into an EE shop...

[koyaanisqatsi]

I'd like to change my mobile provider to EE please. 'Yes sir we can do that very easily.'
And since I have BT broadband and since BT are EE I can switch broadband to EE and a great deal can be had with both mobile phone and home broadband. Crackin' news.

So having gone ahead with this and transferred my phone number to EE I then discover I cant make or receive phone calls. EE admit this is there error and after a WEEK they finally correct it. (I’m self employed and if my phone doesn’t work I lose money…and I did…more than the £3.61 they refunded me for the lose of service but anyway….)

I was informed that I would be sent a new router for my broadband and should book an appointment for an EE engineer to come to my home and no doubt tell me things I already knew about where to place it etc, which I did.

There were no emails or texts or any sign that a new router was being processed/dispatched/due to be delivered which gave me a nagging doubt that it wasn’t going to arrive by the day the engineer was coming. I went into the shop and told them this to which they frowned and scratched their heads and said “oh the engineer is probably bringing the router with him”.

And on the day of his arrival again no email/text or any sign of confirmation he was on his way. Logging on to the EE website to check the update of the appointment I see “Appointment failed”.
No engineer (or router) turned up.

I ring EE who tell me that in my case I’m definitely not due a new router or an engineer visit and that I should just continue to use my BT router. “But the guy in the shop promised me I’d be sent a new router….”
“You have been given misinformation, you will not be sent a new router.”

Anyway….my broadband is still working so that’s fine. My phone can finally make/receive calls so thats sorted.
Then a week later I try to use EEWifi in an area with poor signal. A brilliant thing. Or it would be if I could get onto it.

Log-in with the only EE details I have just returns me to log in page again with the message "Check you are registered to access Wifi"

I check my add-ons, yes I am.

My email and password just keep returning me to the log-in screen. Oh wait that’s the log in for my EE mobile, must be different for broadband.

Actually I’ll just see if I can log-in to the Wifi with my BT broadband details. No.

(So lets just see if I can log in to my BT broadband account to see if it’s even still active. “Your account has been closed” So no. I’m definitely with EE then.)

So my EE broadband. Must have got a confirmation email I ignored or deleted with my account number on it. Scours emails and trash bin. Nothing.

Wait! I had something in the post from EE….its the credit note for £3.61 for the lack of phone service on my mobile. And yes it has an account number on it…which is the account number of the BT account that has now been closed. Brilliant!

Then I log-in to the app and find ‘link my broadband’ …this must be it!
Need to input my EE broadband account number. Which I don’t have.

At this point I give up. And I’m still not sure if I should have been sent new router or not!

[Matt_124]

It sounds like the accounts were not correctly linked at the time of the BT to EE migration.

It may have been that the email was not entered correctly on the system by the agent or not confirmed with you as you would usually receive an invitation link to set up your EEID and another with the account number and order confirmation. Another possibility is this was potentially sent to an old email address from your BT account that is no longer in use.

If you are able to see your mobile bills but not broadband in the app, then you could either return to the store or call CS on 150 and they should be able to either provide the Account Number to allow linking yourself through the app or they can carry out an account merge so that all of the info is present in one place. 

Once the Broadband is then linked under the EEID, this will allow you to access the WiFi Hotspots as this is a feature for Broadband customers of either BT or EE, but is contingent on the broadband being correctly linked to the account you're signing in with. The WiFi Coverage Boost in your mobile add-ons relates to the auto coverage-boosting hotspots in areas of weak coverage or the London Underground, not the EE WiFi (former BT-WiFi) hotspots as mobile-only customers don't get these included.

Usually new routers are not sent out on migrations unless the speed is something that the BT Smart Hub 2 would be unable to handle or if your equipment was older BT equipment. This should have been confirmed in the contract summary documents where it details the equipment.

I would contact CS and go through for Broadband and explain the situation, they will know what to do with the account linking 

Hope this helps.

[koyaanisqatsi]

Thank you for the fast response and all that information, brilliant. I
really appreciate it!
Will contact CS.

[XRaySpeX]

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@koyaanisqatsi wrote:

Need to input my EE broadband account number. Which I don’t have.

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Have you tried your BT account number?

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@koyaanisqatsi wrote:

Actually I’ll just see if I can log-in to the Wifi with my BT broadband details. No.

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The login to EE WiFi is never the router's BB PPPoE Username & pwd, which are the same as BT's..

[Midnight_Voice]

@koyaanisqatsi 

I can certainly see how all this would put your life out of balance 😛

[Bert007]

When I moved from BT to EE on 900 mbs full fibre, they INSISTED I took their EE hub AND return the BT unit or be "fined" / charged £50 for keeping their loaned equipment.  BT unit was fine with EE, I even spoke to an agent who said she worked for  BT before moving to EE and has EE service on a BT unit and it works fine.

Also would not support the BT unit as it was not EE equipment!

BT hub was latest smart hub ( 2 ? ) .

Bert

[Bert007]

Ohh yeah, when I lost service for 2 hours after minutes long drops all evening, the later agent sent a new ( same but older firmware! ) EE hub+ , reset the hub, but no change!

That seems to be a stock answer, even for the techy service people, reset hub, get a new hub.

Bert

[Matt_124]

Full Fibre 900 is one of those packages where a customer would likely benefit from the new EE Smart Hub Plus as its a WiFi 6 Router, hence why it gets sent out in your case and the old equipment returned. For any migrations below this speed if the customer already has a BT Smart Hub 2 they usually keep it and don't get new equipment. 

The BT Hub would likely work 'fine' for most people, but there's the issue of people expecting speeds across WiFi that the BT equipment (using an older WiFi spec) would not be capable of, so the general solution seems to be to send the WiFi 6 router for all customers on anything beyond the 500 Mbps package.

[Bert007]

Cheers @Matt_124 

I actually have the ( old BT hub ) EE hub+ as first device just to get DV working, turn off it's wifi and DHCP and let my Asus AX86u do the rest of the wired and wireless work ( EE lan port ethernet to 1gbs Asus WAN port ).  Great wifi speeds on the AX devices, was great speed on the ethernet too!

Bert