Why is moving from BT to EE such an appalling customer experience?

[elliottjhurst]

I recently transferred my home broadband, including TNT Sports from BT Wi-fi to EE.

The first time we tried this, my order was cancelled, but no one could tell me who did this?!? Now and about the fourth attempt to go round the block, I now sit down to watch Liverpool playing Newcastle this evening on my TNT sport which I had with BT and it worked perfectly okay but I now can’t sign in and I can’t use a one time user code to access my Discovery+ account. Is this because I’ve not paid my subscription? No! It’s because I haven’t activated my TNT Sports account via EE!

What activation code? What process? And as all the lazy **bleep** at EE have now gone home, i’ve seen none of this match!

Will I get a refund at all or will they try and charge me for this month, or even try to add a late payment fee?

I will wait with bated breath but I wait with no anticipation or expectation of anything other than more aggravation from the amazingly unsuccessful merger of businesses that is BT/EE.

They are a complete shambles, nearly as bad as Tottenham Hotspur! 

[garybs29]

There's really no need for the lazy sewpe  they all have famil etc too.

If moved did you not receive an email with all instructions? If not should be able to activate via app/online but then you couldn't have a moan about something not working thatbus self activated

[DarrenDev · Accepted solution]

@elliottjhurst log into https://ee.co.uk/ and select the button to Start Activation on the Plans & Subscriptions page.

[Minkey1]

@elliottjhurst 

You have my sympathy - if little practical help. I had issues with each element of BT ➡️ EE; Fibre, SIMs, and TV. Took months to resolve, and then only by emailing CEO level. It was passed to Executive Complaints, and eventually resolved, with compo. I’m left with 3 accounts and 3 bills, compared to the 1 BT account and 1 bill I had before.

BT present it as little more than a re-brand - as they did with the TV logo. It’s anything but. And seems to me to be no more joined-up than a switch from BT to, say, VM.

As a customer observer, EE itself seems to operate as separate businesses, and over reliant on semi-manual processes - staff have to actually press the right button, at the right time. In consequence, stuff doesn’t get done.

If it’s any consolation, everything of ours is working now, though we’ll cancel the TV side when it comes up. We don’t now record anything, and in a little modern stud wall house, the kitchen Mini box continually dropped connection. A cheap Firestick is rock solid 🤷🏼

Fibre and SIMs are OK. It’s an unnecessary complication getting 3 DD’s, but in Broken Britain, is any other provider any better? The temptation is to leave well alone.

Hope you get sorted out 🤞

[Minkey1]

@garybs29 

Yes. Families mean between BT and EE - THEIR chosen consumer brand - they can’t devise a seamless, as was, transfer.

Never seen anything here about profile issues, linking issues, promised callbacks not happening….. ?

OK.