Systems issue in switch from BT to EE

[AJ-D]

Was forced to switch to EE when renewing my BT broadband, for months nothing worked properly and I spent over 20 hours on the phone to EE. Finally cancelled the TV package and stayed with broadband only but BT couldn’t close the old account, no bills from EE and nothing visible on the App for months.

3 months later and then every 2 months after I called them that I am still not being billed, told every time it is solved now, monthly bills will start and the promise I WILL NOT GET A BIG BACK BILL. It seems the last call in December was successful and I just got my first bill, guess what: back billed all the way to contract start. So called again today and after another hour that I won’t get back - and only when I asked how I can complain - the second person said her manager agreed AS A GOODWILL they will take half of the backcharge off.  Oh, and there are no notes saying I won’t be back-billed…of course, how convenient. Can’t prove otherwise, can I? Maybe need to start recording all calls on my end as well. Really frustrated and still over a year in the contract, what a mess!!

[Peter_W]

Hi @AJ-D.

Thanks for reaching out to us here on the EE Community!

I really appreciate why you're feeling fed up with all that has happened here, especially considering the amount of time you've dedicated to trying to get this resolved. 

Just so I can be sure that I've got the best understanding of what happened, in the time you were waiting for it to move over to EE from BT, did you continue to receive bills from BT?

Peter

[AJ-D]

Yes, I did for a quite few months, the last couple of those it showed 0.00 to pay.
EE had the direct debit set up straight away but never took any payment, and as for many others the EE App didn’t show any detail at all.

[Christopher_G]

OK, thanks for confirming, @AJ-D 

Did you accept the offer from the manager? As part of our complaints process, you can refuse that offer, if you want to, and take it further by speaking with a manager who can handle the complaint. Hopefully they'd be able to look into it further and discuss an other possible options.

Our complaints code of practice

Chris

[AJ-D]

Yes, I did accept the offer, as it meant that my payments start 1st December - which is when the 9 months saga was finally resolved. Obviously I’m okay to pay for a service that works, the process EE drags you through is terrible with hours on the phone sent from one department to the other. 

If this means I don’t have to ever hear that music and talk to EE again until my contract ends in a little over a year, I will be very happy.
I’m feeling a bit sorry for the guides as they have rubbish to deal with all the time, although the standard guides are also often useless and nothing ever gets resolved until you get to other departments. It’s taken EE less than a year to lose a lifetime loyal BT customer, so I wish them luck that they get their act together.

[Christopher_G]

I'm really sorry for your experience, @AJ-D. I'm glad it's behind you now, I really hope everything goes smoothly for you going forward.

Chris