BT & EE are a shambles - what is going on?

[Profile closed]

Had broadband & mobile phone contracts with BT. Changed broadband to EE without much issue, but changing phone contract has been an absolute shambles - both the process and the customer service. I was told a new SIM would arrive and would be ready to insert and go. That was rubbish. After inserting the SIM, I couldn't use my phone for anything. I had to call EE on a landline, click through a thousand options and wait 20 mins for someone to answer who couldn't help anyway, then they had to transfer me to someone else who couldn't help either - they told me my old number was not swapped and the new SIM phone number was 'reserved'. (Why?)  Either I could wait for the existing SIM to be updated (5 days), or wait for a new SIM to arrive. In any case, the SIM does not show on my account, and they could not access my phone contract using my broadband account number - even though they're the same company. An account number should show all services.

What an absolute shambles! 

Will cancel both broadband and phone contract if this is not fixed promptly. 

[Chris_B]

@Profile closed  they can’t send you a sim out with your number on it as this would’ve ceased your BT sim from working as you cannot have two Sims with the same number.  Your number has to migrate to the EE sim once it’s activated.  

[Peter_W · Accepted solution]

Hi @Profile closed.

Welcome to the EE Community 😊

I'm really sorry if this hasn't been the experience we'd expect when switching over your mobile service, but from what you've mentioned here it sounds like things are moving in the right direction. 

Very occasionally, when an order for a new account is placed the line won't fully activate and this will end up in a 'reserved' state. 

It does require a ticket to be raised so our offline service teams can get this fixed, and whilst we recommend 5 working days for this it can be quicker than that too; just to be sure do you know if they raised this for you? 

Rest assured you'll not be billed until this is resolved, as it's not possible for you to be charged for an inactive account.

Once this is activated the number transfer from BT should initiate too, and this will move across 1-2 working days from when the SIM first connects to our network.

Peter