Been a happy BT customer for 7 years, but poor recent experience suggests problems with BT / EE merger.
Upgraded to BT Fibre 500 on 4.9.24, fine, contacted BT to chase the free 6 months Xbox pass and a simple 5 minute query ended up my being transferred from Phil to Michael to Sofia in Loyalty Team who ended up persuading me to switch to a new EE 24 month contract in order to get the Xbox code. Not great but ok.
But then rang back to check a few details, and it became clear that some elements of what I was promised by EE were not correct and even false, Sofia had simply been interested in getting switched to EE. No EE hub router would be provided as promised and no Xbox pass for a week or two. So I called again. Transferred by Sue to Benjamin, who agreed it's a mess, asked to cancel EE switch due to poor service before service even starts, put me on hold for 15-20 mins (young lad, I think it was just to get rid of me), eventually hung up as I was fed up after a few hours with BT
/EE on this rigmarole.
What a diabolical mess this BT / EE thing is, very bad for customers.
I'll have to call back and try and sort this out now, complete waste of time and energy. Will think about going elsewhere, even good old BT seems on a slippery downward slope.
Sort it out BT.
Be careful when dealing with BT /EE, it's a mess.
Update
I rang BT/EE after fuelling myself to lower my stress levels, spoke to a Mark in Cardiff who was initially sympathetic, and I requested that he cancel my EE switch and reinstate me to BT, which he said he would, but then transferred me to another department who he said would do this, spoke to a Holly, who then advised she only worked in Sales and would submit an internal "DSI request" to keep me with BT, something Mark should have done advised Holly, as that was his department, and she has no idea why Mark had transferred me to her.
Jesus Christ.
Will see if the DSI request is processed and I can still least be back to where I was this morning before this whole abysmal experience started.
Glad that you can speak to a UK rather foreign based customer service BT representative, but whilst this lot have that wonderful British politeness and charm, they are actually even more useless and clueless.
Good luck if you're a BT or EE customer, you will definitely need it.
