Rant incoming - apologies

[Minkey1]

Another week. Another example of what an absolute sh*tshow EE is.

I've written at length before on my deplorable experience, over the last 6 weeks, transitioning from BT to EE .

Each service has had issues. 

Broadband: WiFi Controls wouldn't work. Extenders wouldn't pair.

TV: Agreed new deal, wasn't told I'd be put on Netflix with ads.

SIM onlys: Successful  porting required manual intervention. Wasn't told new plan would be throttled. Have to wait 3 months "for security" before our 2 phones can be merged into the 1 app with our BB and TV. 

Pd first month BB and TV, and gave details for DD's for the phones, even tho an EE DD already existed. No phone bill yet. They're apparently on separate accounts. The only login for EE I have shows only the BB and TV. No idea how I'm supposed to access the phone accounts.

After hours on 150 I escalated it to a complaint to CEO level. Exec Complaints did pick it up but I had to speak to each product area, and sometimes several different people in each area.

On the phone side, agreed new deals verbally with a less restrictive throttle. Had nothing in writing.

Around the same time, agreed £20  credit on ea (2) phones with someone else on Mobile Complaints, confirmed in an email, as compo. This is in addition to a £50 credit for BB compo.

New phone plan kicks in today.

AND EACH PHONE GETS A TXT SAYING THE £20 "DISCOUNT" HAS BEEN CANCELLED, DUE TO A CHANGE ON YOUR ACCOUNT.

FGS. I've had my issues with BT over the 50yrs I've been with them. But nothing like the sheer incompetence I've had from EE.

This is without doubt the worst experience I've ever had with a service provider. Worse than Vodaphone, and that's saying something. As soon as I'm able I'll go elsewhere and give someone else my £100pm.

Another CEO complaint outgoing.

If my experience is typical, or even simply common, I think BT will rue the day they decided to force the consumer side to get lost.

What an absolute shambles.

[farrellcsun]

I feel your pain.  Not sure if your issues ever got resolved but I had a similar (not exact but very similar) story and experience as you migrating from BT to EE.  The worst part is I was fine on BT, the migration was sort of forced because of the ending of Landlines and us moving to broadband and mobile SIM only.  

I got the same text messages saying the discounts are removed, etc. etc.  You can ready my full rant on the BT page, but the below bit is the relevant bit that I think explains so much of why the migration from BT to EE has not been smooth for so many of us.

I'm still not out of the woods, but hope this long nightmare is almost over.

Full rant: https://community.bt.com/t5/BT-Mobile/BT-to-EE-migration-shambles/m-p/2425377#M25016

Relevant bit:

After speaking to all these agents, i've finally sussed out that the reason for all the drama (at least in part) is that the original three agents I spoke to were really BT agents (although they called themselves EE agents with EE email addresses).  Basically when BT and EE merged all customer-facing BT agents became "EE" agents.  If you call the number on your BT bill (which I did - 0330 1234 150) and you get through to an "EE" agent, you are really speaking to a re-branded BT agent.  They can promise the world but sometimes they overpromise outside of what they are allowed.  I was promised free USA roaming from the first "EE" Agent Amber.  EE scoffed.  As soon as you pop the EE sim in your phone and contact customer service by calling 150 directly from your phone, THEN you are speaking to the "real" EE agents that have the power to actually make changes.  They basically told me that a lot of the migration issues is due to the BT "EE" agents not understanding the guidelines of what they should be doing to migrate the customers over.  That leaves the "real" EE agents to clean up the mess.  Ugh.

[Minkey1]

Hi @farrellcsun 

Interesting background. Thanks for sharing. We seem to effectively have 2 separate divisions in EE across BB and mobile, and the further sub-division between BT and EE staff you highlight. A simple change of logo it’s not. Whoever was responsible for transfer planning needs to give their head a wobble IMO.

At Minkey Towers, currently BB & TV are working, whilst still a curate’s egg. BB speedtests to the SH+ are improved, as is WiFi performance in the house. All elements of the app now work. Jury’s still out on NF w ads. I’ve no confidence that tweaking the TV side would be trouble free.

Main bone of contention remains the mobiles (SIMs only). They are on 2 separate accounts set up in what’s been called the legacy system . I’ve no idea of the implications with that but the consensus here is that, at best, they may eventually be added to the app, but will always be billed separately.

Ah, those halcyon BT days - 1 app, 1 account, 1 bill - have gone forever. 

Last time I spoke to my contact in Exec Complaints (whose name we dare not speak) he told me he’d:

a) be monitoring the situation re satisfactory bill payments. After all, I’d only been a BT customer since the 70’s, and meanwhile…

b) action a merge account ticket

I’ve heard nothing further, and still can’t view/manage the SIMs online. I’ll need to chase him up, but just can’t summon up sufficient energy just yet. Everything works. That’s a plus.

But I’ve given up on being able to polish the t*rd.

I accept that reading this type of forum can give a misleading impression but surely someone senior in BT/EE could usefully invest some time to see what’s happening and get something done. Themes are common and frequent. My next door neighbour asked our WA group abt EE. 
I directed her to ⬇️ 🤷🏼

 

[farrellcsun]

The inability to see mobile accounts with everything else seems like such an odd issue - it's 2025!  Well, I admit that I can at least see both my mobile and broadband bills in one app/account - but I won't be completely happy until the broadband gets connected on 10 March, the price charged is what was agreed, and my two family Sims are also at the correct price.  Currently, the mobile billing is still off (another chase to the customer service manager I've been speaking to).  

This is definitely more than just a logo change - the transition has not been great and unfortunately not an uncommon experience from what i've been reading. Good luck on getting everything sorted and i'll report back after the broadband is up and running 🤞

[Minkey1]

@farrellcsun 

Good luck for March 10 🙏🏻

Now read the thread over on BT Community. My descent into the depths of despair started w BT writing to me to advise our TV side would be increasing from £11pm iirc to £20pm. In hindsight the cynic in me thinks this was a ploy to get me to ring. I did, to cancel (we hardly ever record these days) but they said as we were long standing customers they’d do it for £12pm, “and, by the way, we’ll send you a new EE router”.  No mention of NF now having ads.

The day after I initiated the SIMs transfer thinking that would maintain the 1 app/acc/bill I had w BT. Oops.

Same £10 unltd data plan you had but no mention of the 10meg speed cap - had it been, I would have rejected it outright. We’re now on an £8 plan w 25gig data and 100meg throttle, which is OK for us. I always knew we’d lose the roaming side. 

I’m now running at around £80 cash compo, but as chrisjp hinted at over on BT, I would have deferred the grief for a while  if I’d just ponyed up the TV increase. Ah well, it’s done now.

Let us know how the BB goes 🤞