Terrible experience with "upgrade" from BT to EE

greenstick77 — Tue, 26 Mar 2024 00:21:13 GMT

Just wondered if anyone had experienced similar mis-selling

I was coming to the end of my BT contract and enquired on prices for an upgrade from the 150Mb contract and was sold an upgrade to EE 500Mb for 60p a month more with a new WiFi6 router.

Excellent, I thought. Faster speeds and WiFi6 range from the router, what's not to like. There is no WiFi6 router. That's what not to like.

2 upgrade sales people and 1 online chat person has confirmed I should have a new router, however the orders team and the complaints team have said I can't have one.

This has been ongoing for 11 days now with false promises of calls back that never happen. The information given is inconsistent, saying the WiFi6 router is not compatible with the package I'm on. Strange then that the WiFi6 router is given to new customers on the same package.

All I keep being told is that the BT Smart hub that I have will do the job. If you were told "pay xx a month and you'll get a Ferrari and when you complained that it hadn't arrived they said "just keep your fiesta, it does the same job" you'd understandably be annoyed.

Add into that all the false promises of calls back from the complaints team and it's a pretty poor start. Never had an issue with BT Broadband but this does not look good for the next 24 months.

The complaints teem seem powerless to resolve this issue. I've enquired about cancelling and moving elsewhere but the earliest anyone can take the contract on is 11th April which will affect home working, I don't see why I should be penalised for EE's poor service and inability to provide what I was sold.

Can anyone offer any advice on how to resolve this?

Re: Terrible experience with "upgrade" from BT to EE

Keith_Beddoe — Tue, 26 Mar 2024 05:54:45 GMT

@greenstick77

As you are now an EE customer, you need to post on their forum for help, one of the moderators there may be able to help.

https://community.ee.co.uk/

Thanks

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Terrible experience with "upgrade" from BT to EE

Re: Terrible experience with "upgrade" from BT to EE