Switching from BT to EE

[Katliz10]

Worst decision ever! I was offered a deal to change over to EE but have spent the past month trying to sort this mess out! Broadband connection is rubbish, the TV is struggling to stay connected plus my billing is now £20 over what it should be. I have spent over 10 hours in total on the phone to numerous different "advisors" and apart from offering a call back to check if anything has changed, they have done nothing to sort this situation out. 

I will be looking for a new provider as I cannot spend anymore time dealing with this. 

Has anyone else been in this situation? 

[XRaySpeX]

What is the name of the EE BB plan you are on including its speed? Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?

[JimM11]

@Katliz10 When you moved from BT to EE, did they not have you keep all the same equipment that you had as it was good enough to operate fine on your connection? Billing wise EE would look to match what you have as a package close to resemble that of BT and they also have you as an existing customer so any discount's just may have been removed also!

[Michael_D · Accepted solution]

Hi @Katliz10 

Welcome to the community.

I can understand your frustration if things aren’t working as expected, and you feel like you aren't getting anywhere over the phone.

If you haven't already, you can raise a complaint online, and your case will be then looked into and discussed with a member of our dedicated complaints team.

Michael

[Katliz10]

Hi Michael 

I have raised several complaints and had to ask them to reopen one as they insisted my complaint had been dealt with! 

Thanks 

[Katliz10]

Hi Jim 

Yes I have kept all the original equipment. However the broadband speed is now constantly dipping. I have had numerous conversations with EE but no one seems to know what they're doing! I keep getting told that things are being sorted and that I will receive a follow up phone call to check up on progress. Every follow up call has resulted in them saying that the last person hasn't dealt with the matter and so the cycle begins again! 

Thanks 

[JimM11]

@Katliz10 If you still have the BT Smarthub2 it may just be worth doing a Factory Reset to it if you don't have anything out off left field with it, but do go backup all the settings and your contacts using the web manager before you even consider that!

Two stages of backup may be required so do look closely at it!