Transferred from BT Broadband to EE, still unable to view account/documents

[MannT]

Called BT due to ongoing problems with broadband (we’re not in a full fibre area). Advisor told us EE regrade would help, so engineer came and connected the new EE hub & boosters. I’ve not received any documents and I’m unable to view anything relating to the broadband on either the My BT or EE apps - I’ve called 150 who promise it will be sorted and still nothing. I’ve raised a complaint and they just ask me to confirm identity. It’s a joke. Just want to know how much I’ll be paying. 

[Katie_B · Accepted solution]

Hi @MannT. 

I am very sorry to hear this important information is not yet with you. 

Could you confirm if you regraded over the phone?

Was a price agreed on your call?

Speak soon, 

Katie

[MannT]

Yes, regraded via a chat & lost connection so an advisor called me back. Viewed the online documents and agreed a monthly price (I kept a screen shot) but since then I’ve been told to await 24 hrs to view a/c via apps, then 72 hrs and now following a further online chat 7-10 days. I’ve asked to documents to come via the post.

[Katie_B]

Please be sure to let us know if you receive these documents via post @MannT. 

Hopefully your account is updated soon, if not please report this to technical care. 

Katie