This topic

Change EE

Barnaby2 — Tue, 14 Apr 2026 11:58:23 GMT

I’ve been changed to EE. They cut off my BT internet this morning and left me waiting for the new equipment to arrive sometime today. Why can’t they send it out earlier?

Do I just replace the old hub with the new one when it arrives?

Re: Change EE

imjolly — Tue, 14 Apr 2026 12:17:20 GMT

the question about your new equipment you need to raise with EE the new router should be plug and play and for simplicity I would change the new router wifi SSID and password to that of your existing router and that way your wireless device should connect without a problem

Re: Change EE

conrad — Tue, 14 Apr 2026 14:16:20 GMT

I presume you are being upgraded since you are getting new equipment. EE don't specify when during the day their broadband goes live as it is any time up to midnight. You should be able to track the order via MyBT or your new EE account. You may be asked to return your BT equipment depending on when you got it.

Re: Change EE

Barnaby2 — Tue, 14 Apr 2026 14:28:37 GMT

Yes I have been asked to return old equipment or will be charged.

Tracking doesn’t work, RM just says sometime today. My point is why cut you off when you haven’t got the replacement kit?

It’s really not good enough.

Re: Change EE

conrad — Tue, 14 Apr 2026 14:40:18 GMT

BT don't know that you haven't got your equipment and EE are assuming it will be delivered by or on the change over day. Bit surprised that Royal Mail haven't given you a 2 hour slot.

Years ago when I first had broadband with BT my equipment turned up when the engineer was just finishing connecting me.
When I was migrated to EE last month it was a like for like swap so the BT equipment remained and the connection didn't even drop on the change over day.

Re: Change EE

Barnaby2 — Tue, 14 Apr 2026 15:03:32 GMT

I assume from your post that BT didn’t send you an email about returning kit or they would charge you for it.

My problem started after BT retention messed up my current options and downgraded them removing the backup modem.

I wish they could’ve left things as they were!

Re: Change EE

conrad — Tue, 14 Apr 2026 15:40:49 GMT

My kit had been just updated for DV so the hub was brand new which is why I presume EE didn't supply their own stuff . The old hub was prior to the change to BT retaining ownership with the DV order showing as £0.00 charge for not returning it as expected.

I just wanted to recontract and had rung to clarify the calling plan cost but the over zealous person I spoke to said I had to be migrated. I rang EE to see if I could cancel and return to BT which I could but the person who I spoke to was with the value team gave me a decent discount to stay with EE so I am currently waiting to see if that happens with the next bill.

Re: Change EE

chrisjp — Tue, 14 Apr 2026 16:22:54 GMT

"...but the over zealous person I spoke to said I had to be migrated."

BT really should stop their call centre agents saying that migration to EE is compulsory. It is certainly not, so this is dishonest, but I guess the agents get extra commission for getting customers to accept it.

Re: Change EE

Barnaby2 — Tue, 14 Apr 2026 18:14:37 GMT

Well the deadline to deliver has been and gone and no equipment. Who do I complain to? It’s just not good enough. Maybe I should have gone with Virgin Media after all!!

Re: Change EE

licquorice — Tue, 14 Apr 2026 18:50:06 GMT

What are you missing and what have you already got. The BT hub should still work.

Re: Change EE

Barnaby2 — Tue, 14 Apr 2026 19:01:31 GMT

I have received nothing. The BT hub does not connect. The PON light is flashing.
I have all my original equipment, hub, disc and useless modem (sim not working).

Re: Change EE

Barnaby2 — Tue, 14 Apr 2026 19:04:41 GMT

They stopped the modem two weeks ago, when they messed up.

Re: Change EE

Barnaby2 — Tue, 14 Apr 2026 19:13:04 GMT

It’s trying to connect, but nothing

Re: Change EE

Barnaby2 — Tue, 14 Apr 2026 19:16:01 GMT

I have a RM tracking no. That does not work, they are supposed to be sending a new hub, modem etc.

Re: Change EE

licquorice — Tue, 14 Apr 2026 19:22:17 GMT

If the PON light is flashing, nothing will work so wouldn't make any difference if the kit had arrived. Are EE aware the PON light is flashing, if so what are they doing about it?

You have physical connectivity but your service hasn't been activated.

Re: Change EE

Barnaby2 — Tue, 14 Apr 2026 19:38:30 GMT

No EE are not aware. I don’t know how to tell them. I’ve been using my BT so far.

Re: Change EE

licquorice — Tue, 14 Apr 2026 19:43:55 GMT

Until you report that, nothing is going to happen.

Re: Change EE

Barnaby2 — Tue, 14 Apr 2026 20:10:21 GMT

I’ve spoken to EE but they don’t have any information. Luckily I hope to get callback tomorrow morning. Thanks for your help. I’ll let you know how it goes

Re: Change EE

conrad — Tue, 14 Apr 2026 20:50:44 GMT

What info did you get from EE when the migration was set up. You should have got something about the order, how you would pay your bills and how to set up your EE id password. Your MyBT should be showing as inactive but you can still access it but it should also show your new EE account number. It should show the order raised for the migration which would also be shown in your EE account.

Re: Change EE

Barnaby2 — Tue, 14 Apr 2026 21:06:44 GMT

No information from EE .

MyBT account still active. Where would the EE account number be?

I have a callback from BT and EE tomorrow.

I think this is a right mess up