Switching from EE to BT broadband

[oliviagolding21]

Hi,

I am supposed to be switching from EE broadband to BT next week. I was told by EE that I do not need to do anything and it will automatically switch to BT on this date and that I do not need to cancel. I have since been contacted by BT asking to call them and when I called they said my order has not gone through as I already have an active broadband and I need to cancel directly with EE? 

[Mustrum]

@oliviagolding21   that does not sound right, it would be EE that would tell you that.

It sounds like the BT caller was trying to stop you leaving.

Do you have the EE router yet?

I suggest a call to EE customer services to find out what is going on.

[XRaySpeX]

@Mustrum : It's EE to BT, not t'other way round!

[XRaySpeX]

BT, as an separate ISP, should be taking care of the complete migration bar your final EE bill, not preventing you from leaving EE.

[Mustrum]

@XRaySpeX   good spot.

@oliviagolding21   sometimes orders do get stuck in the system, or did you cancel or tell EE you were leaving? Or are you changing product types and going to full fibre?

[oliviagolding21]

I phoned EE and they said you can get a cheaper and faster deal with BT broadband and they set it up for me. It was all a big mess as the person I spoke  registered it to a wrong address so I had to call and re order it. I was assured by EE that it would all transfer on 26th April but now BT have told me today it has been cancelled as I have an on going broadband with EE and need to cancel it directly with EE so I am unsure what to do. 

[oliviagolding21]

EE are the ones who set it up for me on the phone to go with BT. I have had confirmation emails from BT and they said my order is on its way but now today they have said it is cancelled as I have an on going broadband with EE.

[XRaySpeX]

Maybe you're still in contract for your BB & EE changed their mind about setting it up with BT as they didn't want to release you from your ongoing contract.