Problem Transferring Mobile from BT to EE

[LTJ21]

Wednesday last week, when contacting BT about my broadband, they said I could get a better deal for my mobile from EE: cheaper, 5G, with double data, keep my BT number etc. so I decided to transfer.

I finally received my EE SIM card yesterday and today contacted EE via the online chat to ask about transferring my BT number.  The chat kept crashing and after two hours I was finally told my number would be transferred tomorrow...  but then the advisor told me that the PAC code BT had given me is invalid.  He told me to contact BT about it.

I called BT straight away and they said that the PAC code is correct and that I should talk to EE.  I said EE told me to talk to BT because they couldn't help.  The BT advisor tried to transfer me to EE, but they were having technical problems, so I gave up.

I'm really baffled.  Do BT and EE between them not have the knowledge and technology to implement the transfer?  They should communicate and not expect the customer to do the 'legwork' i.e. phone around and chase everything,

On top of everything, my EE account says it's been suspended because I haven't paid my bill!  The Direct Debit was the first thing that was set up last week, and it's a bit too early to be billing me when I haven't even received any services from EE.

I'd appreciate any advice on this.  Has anyone had a similar problem? 

Thanks

L

[bristolian]

I would recommend contacting EE CS on 150 from your mobile - they have access to your individual account and can resolve blling queries.

I would perhaps re-request your PAC from BT-Mobile to check the validity of the code, and give that to the EE CS agent whom you speak to.

[LTJ21]

Thanks for taking the time to respond, Bristolian.  

Unfortunately I can't contact EE on 150 from my mobile because I have a BT number.

BT were not helpful when I told them the PAC code wasn't working and just tried to send me back to EE.  I'm sick of being passed from one advisor to another and getting nowhere.

L

[LTJ21]

I have just spent another 40 minutes on the phone with BT and EE.  The problem has been passed to the Complex Team to solve.

If all goes well, I might have a working EE mobile next week.  Fingers crossed nothing else goes wrong.  

[Christopher_G]

Thanks for the update, @LTJ21 

Fingers crossed you're up and running soon.

Chris

[LTJ21]

Thanks Christopher

This might end up being a very expensive move.   

I received an e-mail from BT after the transfer was confirmed and it said:

"You might get an extra bill if you've used your device abroad

If you've recently travelled abroad and used our device, we might need to send an extra bill after your final bill.  That's because there's a delay in some countries telling us the service has been used on their network"

They didn't warn me about this when I asked about roaming.  In any case, my contract was with BT and should not depend on any kind of billing arrangements they have with third parties abroad.

So, to anyone thinking about leaving BT Mobile:  don't do it soon after you've been roaming freely in EU.

L

[Christopher_G]

Hi @LTJ21 

I believe that's only if you've used a chargeable service that wasn't included with your plans/add-ons at the time. You may need to check with BT though.

Chris

[LTJ21]

Hi @Christopher_G 

Let's hope so. 

I have developed a deep distrust of BT based on past experiences.  Not sure why I remain a customer.

L