Appaling service since being encouraged to migrate from BT to EE Broadband

[XL5]

Very similar.  Promised seamless transition: instead extra unexpected equipment and now lost all Discovery Channels dueto App issues! Apparently EE and BT cannot cope with someone using same email for both! **bleep**? Informed  it will take two working days to sort- and all this on Saturday so won't be fixed until at least midweek after missing all sport. I am stuck in my home ill with heart problems awaiting my cardiology consultant.  Cannot deal with this stress so put phone down after demanding compensation.....was told to buy a week's Discovery and then get refund! more work for customer and what guarantee I'll get refund. 

[XL5]

Absolutely agree! Supposedly seamless transition anything but!

Boxes of unexpected abd unwanted equipment arrived. 

Discovery Plus now crashed.

WasTold to buy a week's subscription and await (!) refund!! Have now Lost channels from Saturday for two working days, ie four days until at least midweek!

Apparently I must have TWO Different email addresses for BT AND EE as the system cannot cope with someone using same email address!! Whaaaat??

I have heart problems, stuck inside my home and I'm awaiting my cardiology consultant so eventually I gave up the stress and put phone down.  Nothing resolved.  

Furthermore my first post was deleted without any comment....

Are any EE staff human???

[JimM11]

@XL5 The Forum is a customer to customer system with NO account access knows not who you are and only a few EE support personnel looking at it, the welcome heading above will explain, and your first posting is there will link it below.

If assistance or direct help is required then EE CS is the only option that you have and calling them is really the only way, certain times are quicker than others also. Below will also link the contact method's.

https://community.ee.co.uk/t5/Broadband-Landline/Appaling-service-since-being-encouraged-to-migrate-...

Contact Us | Help & Support | EE

[Rach_H]

Hi @XL5 

Welcome to the Community!

We work hard to ensure that your transfer is as seamless as possible, but issues do sometimes happen, though I understand your disappointment that you've been impacted by this.

The team will be doing all they can to get this resolved, and if you've been offered this refund then we will honour this, as this will be noted on the account, and the team can also listen to the call.

Again, while I appreciate that this isn't ideal, I'm not sure what else the team would be able to do to resolve this for you.

Rach

[RCW33]

I wish you well and some really helpful staff have come on this forum

All my phone calls got bounced around and despite what others advised on the forum obviously trying to be helpful this was the only way of getting the attention.

Thankfully once the complaint was taken on I just remained patient and polite as long as the call charges were refunded each month ( basically getting what we signed up for )  

It has taken about 10 months but my mums all calls package is in place 

Thank you to Daniel originally and then Keil for getting this over the line