I've had the same problem since mid September and have been calling EE over average twice a week since then trying to move things forward.
My conclusions:
- EE thinks it is dealing with a one-off issue and hasn't realised it affects many users migrating from BT.
- EE doesn't know how to fix the problem.
- EE's customer services have deteriorated significantly this year. They used to be excellent now they are still very friendly, but ineffective.
- EE's fault resolution process doesn't work. The quality of notes taken by agents seems to be poor to non existent, which means you will start every new interaction right back at the start. So they have no ability to learn and improve their service.
- EE will not provide updates proactively (whatever promises are made about call backs or someone taking end-to-end ownership until the problem is resolved) and you will have to reach out to them if you want to move things forward.
- Don't bother ringing 150, you could be waiting an hour before anyone answers. Instead text "GUIDE" to 66033 and they will call you.
- EE's complaints process doesn't work. I raised a formal complaint after a month of no progress on the fault, but after five weeks that has still not led to any action or update (so I've raised a second formal complaint about the first just to see what happens... 8-))
I think I've fully explored EE's ability to respond to this issue and my conclusion is that they've got a bug in their migration process but they're not set up to recognise it, let alone resolve it.
I don't think they're going to be able sort this on their own and I think that I will need to wait until the first complaint reaches eight weeks when I can escalate to the ombudsman to see if some outside pressure will make a difference.
