This topic

Financial loss

pettit1988 — Tue, 26 Mar 2024 20:44:03 GMT

Hi,

so recently, I called BT to see if they have a device where I can use WiFi when I’m on the move to save having to use hotspot on my phone.

the agent told me that this was possible for £13 extra a month and I would also have a few additional benefits (which isn’t really a benefit as my line is restricted as no fibre yet installed etc) as this sounded perfect, I went ahead with the upgrade.

a couple of days later I realised that I’d been moved to EE and I got sent all new routers etc but no device. I called BT/EE (now merged) to ask where my device was and was informed there no such thing.

After hours on the phone with multiple people, I’ve been repeatedly told, even tho I’m in my cooling off period, that I cannot have my old deal back. I explained that I was miss sold this “move to EE” and that I just want back what I already had or like for like. My only way out is to cancel (which I worry will trigger fees due to my original contract with BT) or just pay £13 more a month (which is actually £16 as they added another £3 for phone calls which I don’t have a landline) but surely under the consumer rights act, I should be given what I already had and compensated with any losses.

I don’t understand how this is even possible and how EE/BT are getting away with it. I’ve been told on numerous occasions, I’ll get a call back but I don’t and I raise a complaint, and they even get closed down. I feel like it’s a bad dream as it seems unreal what is happening.

the only reason I want to stay with BT/EE is because I already have invested in my own repeaters that are only compatible with their modem which puts me in a bigger financial loss if I leave. But principle has to come in to play here and I feel my only option now is the comms ombudsman

Re: Financial loss

Keith_Beddoe — Tue, 26 Mar 2024 20:56:22 GMT

@pettit1988

As you are now with EE, you will need to raise the issue on the EE forum, as nobody on the BT Retail forum will be able to help.

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

Re: Financial loss

pettit1988 — Tue, 26 Mar 2024 21:00:10 GMT

Hi,

thank you for your reply. But my point being, I called BT for the upgrade and as BT and EE have merged, it was a “BT engineer” that miss sold me the package. It’s BT that I want to stay with and I never wanted to move so how is this happening when I’m asking that it don’t.

EE pretend to be BT. I tried to speak to BT earlier and when they text you a pin, it comes through as EE

Re: Financial loss

gg30340 — Tue, 26 Mar 2024 21:05:20 GMT

Unless you were told up front that you would be moved to EE and the cost etc of the package you were being moved onto I would agree that you have been duped by the BT Customer Service rep.

As you contacted BT and were dealing with BT it is BT that should rectify this and you should not be fobbed off that it is an EE problem.

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

Re: Financial loss

chrisjp — Tue, 26 Mar 2024 21:05:30 GMT

The whole migrating customers from BT to EE (often without telling them) is a mess, compounded by BT representatives either ignorant or incentivised to tell untruths to get a sale and their commission. Since it was BT that initiated this change to EE for the OP, and since they didn't tell him they were doing it, surely BT should own the issue and put it right?

Re: Financial loss

Keith_Beddoe — Tue, 26 Mar 2024 21:06:19 GMT

BT do not have field engineers. What you had would have been an Openreach Field Technician.

Although BT and EE now come under the same organisation, customers are dealt with by different teams, so if you want to cancel EE under the 14 day cooling off period, you will have to contact EE and not BT Retail.

Re: Financial loss

pettit1988 — Tue, 26 Mar 2024 21:06:45 GMT

This is amazing. Thank you so much

Re: Financial loss

pettit1988 — Tue, 26 Mar 2024 21:09:55 GMT

That’s great, but how do I get my bt package back or even speak to someone at BT to tell them I don’t want to leave, as every time I try to call BT now, I seem to be talking to someone from EE.

Re: Financial loss

licquorice — Tue, 26 Mar 2024 21:11:19 GMT

Just wait for the BT mod to post on the forum tomorrow with an invitation to contact them by PM.

Re: Financial loss

gg30340 — Tue, 26 Mar 2024 21:11:50 GMT

@Keith_Beddoe wrote:

BT do not have field engineers. What you had would have been an Openreach Field Technician.

Openreach Field Technicians do not sell anything for either BT or EE so I could be wrong but I think the OP has just got the names mixed up.

Re: Financial loss

pettit1988 — Tue, 26 Mar 2024 21:13:19 GMT

This sounds good. I literally cannot believe EE are getting away with this.

Re: Financial loss

Keith_Beddoe — Tue, 26 Mar 2024 21:15:59 GMT

Just a sales person on commission then. It keeps happening...

Re: Financial loss

gg30340 — Tue, 26 Mar 2024 21:18:24 GMT

@pettit1988 wrote:

This sounds good. I literally cannot believe EE are getting away with this.

It is not just EE to blame. BT are complicit in this either through bad training or sheer deceit when dealing with customers.

Lodge a complaint and if you get no joy go to the Ombudsman.

Re: Financial loss

pettit1988 — Tue, 26 Mar 2024 21:22:54 GMT

So I did lodge a complaint and then I had an email saying it’s been closed. I spoke with the ombudsman and I have to give them 8 weeks to resolve it from the date of my complaint (even if it gets closed) my only way to fast track this is to get a deadlock letter from EE. They said that either I leave EE and the issue then gets closed, or I raise another complaint and a manager will call me in 5 days (which takes me a day from cooling off deadline) if a complaint is raised again, then I get no deadlock letter.

it seems the only training their getting right now is how to play the system and fraudulently hoax people over to them

Re: Financial loss

gg30340 — Tue, 26 Mar 2024 21:26:09 GMT

As already posted, just wait for a moderator to contact you on this thread and see what assistance is offered.

Re: Financial loss

pettit1988 — Tue, 26 Mar 2024 21:26:27 GMT

The thing I don’t understand is why they are continuing to not fix the issue. They know I’m going to the ombudsman and I’m sure the ombudsman charge them to look in to it, and if its favoured that I’ve been mislead or miss sold, then surely there’s risk of fraud/compensation too

Re: Financial loss

pettit1988 — Tue, 26 Mar 2024 21:27:06 GMT

Brilliant. Thank you all for your help.

Re: Financial loss

DavidM — Wed, 27 Mar 2024 09:19:47 GMT

Hi @pettit1988 and welcome to our community.

Thanks for posting. I'm sorry you're not happy at the way things have been handled. I'm sure we can get you some help with this. I've dropped you a private message so you can get in touch. Once we have the details we'll look into it for you.

Cheers

David