Moving from BT to new EE

[LivinThing]

I’ve been watching the various posts on here about the can we / can’t we transfer from BT to New EE. I was interested in getting the Apple TV and New Hub as well as the mobile benefits.

I noticed last week that all the problems should have been resolved and we should be able to order, so promptly rang. I got all the way through ordering with one person who then couldn’t go any further because the system wouldn’t offer me Hybrid Connect (we already have it) and he said he would ring me back at 1300 today (no call). So I’ve just rung again this evening and apparently the TV option isn’t possible again and I’m booked in for another call back on the 16th.

Seriously EE/BT, this is just ridiculous now. It’s a half baked launch and a complete waste of customers time. If it’s that difficult to sort your systems out, you have probably made them far too complicated.  When it comes to renewal, you’ve just given me a reason to rethink. Has anyone who is/was with BT managed to successfully transfer to New EE?

[F8talfury]

@LivinThing  I forgot to say,  if the order gets stuck for a while it will be because your accounts aren't correctly linked and aligned in the back office systems.  Ask for it to be passed to the TMC they can resolve it,  also be careful wth the hybrid connect order, they get it wrong you'll get sent one and the order for it will never close and the sim in the device won't get activated (I was without mine for 1 month) again that had to be sorted by the TMC.

[GosforthUK]

as @F8talfury said, if You call, ask for the Belfast "new gen" team. They were most helpful to me, in terms of Broadband. EE Mobile was polished via the Newcastle (Silverlink) billing team, which takes care not only of the correct alignment of number but also manages to move problems to the respective tech team.

Every other Guides don't have a clue, what I was talking about :))

[LivinThing]

This is where I think the problem is, I haven’t been moved to Full Works from Halo3, I’ve been moved on to Fibre 36 All Rounder and that’s why they can’t add the Hybrid Connect. 
I need to wait till the 5th for the official change over day, but everything seems to already moved over. The BT app has stopped working but the EE app can’t recognise the BT SH2 or do simple things like speed tests. I’m certainly not getting any of the new features that Mr Bacon is advertising. 

[RyanH86]

Can any MOD help me please. I was being moved From BT Broadband/TV to EE by a  helpful operator over the phone. I actually called up for another reason and on the phone she said I can move my services. Placed a order and confirmed my equipment will arrive on a certain date nothing arrived. Called back to be told my order was in pending and they will look into it and call me back within the next 5 working days no one has called. Can you have a look into this for me please I don't really want to have to make another call again if possible.

[F8talfury]

In theory you should get the standard hub then on that package if you've added the hybrid connect to entitles you to the smart hub+ I believe.  The reason you should get the new hub on any of the packages is because the EE app as you stated can't manage the older BT hubs, you don't get the wifi 6 elements,  all things you are in theory paying for on the new package.   I'd push the fact with the team... and also make sure its logged on a complaint record and don't let it get closed until your 100% happy,  then all the notes will be in one place and not scattered or worse not logged (I had that once).

I still can't order wifi-enhancer but TBH I've worked round what it does anyway....  I've decided not to get  EE tv even on the AppleTV as some of the channels which all the other providers can offer on streaming I can't get on EE tv because the don't have an agreement in place.  If it wasn't for the fact I'm taking full advantage of the unlimited data sims on my phones (inc hot spotting) I'd have cancelled the lot to be fair.   

This is the worst EE product launch ever...   maybe EE do more customer trials on these products and launches, put the full NDA's in place and you won't get a farce like this launch again....  I'd hate to be a guide trying to help customers with this joke of a product set.

[F8talfury]

Hi Ryan,  it seems a common occurrence that you don't get a call back :-(.   I'd call back in,  raise a complaint and get everything recorded against it.  I have a suspicion you like so many of us are stuck in the migration nightmare.  Sorry I can't be more helpful but callings the quickest way unfortunately.

[LivinThing]

So where are we now?

Apple TV works great.

Stuck paying for a broadband service with less feature's - no Hybrid Connect. Made a complaint last week with Sales Support who have passed the issue up to the Tech Team. Essentially the issue is the same as it’s been since the beginning of Feb - only one product/package option appears and it doesn’t include Hybrid Connect. Essentially I need Full Works to be available which is equivalent to the Halo3 I was on with BT.

I also want the new Smart Hub Plus for a number of reasons, not least being:

• WiFi 6 which works better with some of my devices at home.
• Some of the features advertised by Mr Bacon are only available on the SHP.

As others have commented, this switch over between BT and EE wasn’t and probably still isn’t ready for prime time.

[DarrenDev]

I've provided your case as an example @LivinThing for the active investigation into why Hybrid Connect (Full Works) isn't currently being offered to some customers.  Initial indications are that the system doesn't believe you have a 4G signal strong enough to support it, but that's clearly not the case for you as it has worked OK previously.

[LivinThing]

Thank you. Yes, it worked fine positioned in the window.