Re-contracting from BT to EE is a really bad experience and judging by the press reports it is an issue that has been on going since early 2023, ever since BT decided to move it's consumer customers to EE. Here is my 4+ week experience of unwanted stress and over 20 calls in to BT/EE.
I re-contracted from BT to EE, 20th November, 12 months into my 24 month contract, the reason I did it early was to get another 12 months of Game Pass Ultimate included for free however it has been a grim experience. I wish I had just paid the £15 a month and stayed with BT.
I already had an EE Mobile Contract so it was supposed to be a simple process of linking the new EE Broadband Account to my existing EE Mobile Account. The initial order placed 20th November 2024 then confirmed the next day was not what I had been told on the phone so it had to be cancelled and re-entered but due to not being able to do it with my existing EE Login (no idea why) the Guide required a second EE ID Login to be created which caused all the subsequent problems. I ended up with being unable to link the new Broadband account to my existing EE Mobile Account and I was unable to manage it or use the EE App to set up the new hub and extenders, but I got round the set up by doing it manually as I know how to set up network devices . The Broadband part pf the migration was finally resolved last week, just over 4 weeks had passed and I can now login and manage the EE Broadband which I have to say with the new Smart Hub Pro and Smart WiFi Pro extenders (I have 2) is very good. However the one remaining problem is that although my BT email addresses (I have 4 set up for me and my wife) still function I'm not able to manage them. When I login with my BT ID (which you will still have to do as email is not an EE product) all that remains left under Products (after the migration to EE) is E Mail but if I select "manage" I get the error message that I'm not the account holder. There are lots of posts about this on the BT Community Forum
This is currently with BT/EE Tech team to fix and as I discovered today in my latest call, it is a known problem which requires their Off-Line team to sort out. "Off Line" means it's a tech team that is not located in the UK and unbelievably all communication is done by email within EE, it seems a telephone contact with the end user customer (me) is not possible and this just results in delay after delay as they quote 3, 5 or 7 days turn around.
It may be useful to anyone out there with the same issue with their broadband account merger, to know that one of the problems preventing my new EE broadband account to link with my EE Mobile Account was that my original BT account had a different contact number for 2FA and for telephone contact. This was all because when setting up that second EE ID Login I used my original Vodafone mobile number (I have this as my main phone) that was in use for the contact and 2FA with my BT Account. Once these were changed to be the same as EE and all the duplicated accounts deleted from the second EE Login ID, the link happened. So given how this worked with Broadband my suspicion is that my BT E Mail has not been correctly linked to the now combined EE Mobile and Broadband Account and is linked to another "hidden" account number hence why the error message is displayed when I attempt to Manage my email from my BT ID.
Hopefully I might live long enough to see this fixed but if anyone has had a similar experience and got the email problem solved please let me know how it was done.
