Slightly confused with this process...charge etc

[TEL42A]

Hi been a BT customer for as long as i can remember and have been on there 900mb package it wasent the cheapest option out there when coming to renew(contract is up on the 12th December).Rang BT no real deals so was told i had to give my 30 days notice. Rang again to see if i could be put through to retentions and was told i could move to EE same package for the price of £44.99..fair enough im happy enough with this. So im told it will activate on the 12 December,and they would have to do a credit search and to pay £20(i thought this was for any equipment EE supplied)paid it received a text message with my contract and 1 email with no info at all.

Checked contract and there should not have been a charge for equipment,so i rang BT and they have no idea why i was charged. Anyone experience this charge?Plus i had a EE Mobile ages ago and the email i used for it i was able to login but no sign of any info on open EE Fibre orders.All i have is an order number so far,is it still early days to recieve any more email about this order?

[JimM11]

@TEL42A The BT to EE move is controlled totally by BT and is a 4 Day process, transparent to the user, apart from the closing down of BT final bill, opening of EE new bill and of you go. You did not per chance say to BT that you were cancelling and moving somewhere else? And also your EE mobile has nothing to do with your EE broadband at present.

[TEL42A]

Thanks Jim for the reply...i told them i was looking at my options, and if i needed to give 30 days notice(just wanting to follow what i thought was the proper procedure)and was told yes on the phone...i did notice when i logged in to BT to check for any offers later  i was notified i had an open order(i didnt at this stage) and no offers were available now.So thats when i rang BT and was told it was because the rep had put me on 30 days notice i was getting the open order message. I was then told they could switch me to EE for same price as new customer to switch when my current BT contract finished.Im just surprised by the lack of info either from BT/EE,also any idea why i might be charged £20?Do they charge for credit checks?I thought they only did this for mobile contracts....

[JimM11]

@TEL42A BT and EE are separate companies within the BT Group and that is were the issue is, EE no nothing about you BB wise, and do want to tread carefully at the start so it would appear, looks like your initial BT contact for the 30day's slammed you into a cease, which is bad because everyone now has to wait and that is why you are out at the 12th December, EE email notification of take over takes time, but you are caught in the catch 22 situation, as for the £20 credit check got no idea, and seems like BT are the same with that respect, just had a look see, and £11.99 was my additional charge, delivery of the replacement router postage, and was detailed in this email "Thanks for choosing EE, James" heading...

[JimM11]

@TEL42A And as you also have an old EE ID, you may wish to have EE CS link you broadband account to it so you can at least look into your orders and follow the progression, this is just not instant and BT - EE customers have all kinds of difficulty so i would let EE take care of it!

[TEL42A]

Thanks Jim hopefully it will become a bit more clearer over the next few days

[JimM11]

@TEL42A Good luck with it all.👍