This topic

What Mess is New EE (BT/EE)

UkzVortex — Mon, 22 Apr 2024 13:40:53 GMT

I ordered New EE back on 23 Dec 2023 on a temp package new package was meant to go live last month but never happened, I have an issue with UPnP where Xbox can't find UPnP from smart Hub plus someone was meant to get back to me about that and no one as also they were meant to get back to me with the issue with IPV6 not working, then after have the wifi controls finely working in the app after 6 months backward and frontward try to get fix and work when I set Smart Wifi plus they will say there to close to the hub or too far from the hub when they're in the same place I hand BT disc. They work fine they all always showed up as good singles in the BT app and hub UI. The smart Hub Plus will say I have nothing running on 2.4gz wifi. I have to Try to call 150 speaking to the team at EE and they all point this at hardware when this is a software issue as don't have an issue with Netgear RAX80 or BT Smart Hub.

Re: What Mess is New EE (BT/EE)

Keith_Beddoe — Mon, 22 Apr 2024 13:46:05 GMT

@UkzVortex

If you are an EE customer, you need to post on their forum for help.

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

Thanks

Re: What Mess is New EE (BT/EE)

UkzVortex — Mon, 22 Apr 2024 14:13:50 GMT

I have does get pick up get delete

Re: What Mess is New EE (BT/EE)

Keith_Beddoe — Mon, 22 Apr 2024 14:23:46 GMT

You would have to wait for a reply on that forum, as I can see you posted there 08-04-2024 08:59 PM. Remember its only a customer to customer help forum.

Nobody on this BT Retail forum can help with this.

Re: What Mess is New EE (BT/EE)

david39ni — Mon, 22 Apr 2024 15:40:58 GMT

I dont think u understand bt is merging with ee we have no choice any offers now bt are moving us all towards ee get with the times budy

Re: What Mess is New EE (BT/EE)

licquorice — Mon, 22 Apr 2024 15:44:23 GMT

Err, no. BT and EE are still separate organisations just like BT and Plusnet.

This BT forum doesn't deal with EE problems, they have their own forum.

Perhaps you should get with the times

Re: What Mess is New EE (BT/EE)

UkzVortex — Mon, 22 Apr 2024 15:56:42 GMT

EE and BT are now one entity so @david39ni is right in what he says. BT Bussiness is on it like Plusnet

BT and EE is one Business/ISP

BT Bussiness is one Business/ISP

Plusnet is one Business/ISP

you phone 150 from your BT landline or Mobile and the person will you speak to (name here) from BT/EE

Re: What Mess is New EE (BT/EE)

licquorice — Mon, 22 Apr 2024 16:03:52 GMT

BT retail, BT business, EE and Plusnet are all separate organisations under the BT group.

It is just like B&Q and Screwfix are both part of the Kingfisher Group.

This forum cannot deal with EE customers.

Re: What Mess is New EE (BT/EE)

dushan — Tue, 23 Apr 2024 20:31:47 GMT

I currently have BT FTTC and if I were to upgrade to FTTP, would I definitely be moved to EE? Secondly I have BT Mail as my main email address with multiple email accounts for family, and so would I have to pay for BT Premium Mail to continue this service if moved to EE?

I am reluctant to risk the move to be honest due to the incredible support I have received here in this forum and the moderators. Is there any way to force an upgrade with BT only?

Re: What Mess is New EE (BT/EE)

david39ni — Wed, 24 Apr 2024 21:38:29 GMT

You calling me a lier a bt spokes person said to me on the call we can only offer you deals on EE all residential is now with EE ring them if you dont believe me.

Re: What Mess is New EE (BT/EE)

david39ni — Wed, 24 Apr 2024 21:39:54 GMT

I totally agree with you am just a residential customer but am unwilling to move to Ee so if worst comes to worst Ill just transfer over to there business platform that is being unaffected.

Re: What Mess is New EE (BT/EE)

Keith_Beddoe — Thu, 25 Apr 2024 05:50:06 GMT

@david39ni

Just be aware that the BT Business platform uses IP phones, if you need a phone connection, there is no access to the socket on the back of the Smart Hub.

If you are still in contract with BT Residential, then you can transfer to BT Business, and any outstanding contract due, is refunded.

Re: What Mess is New EE (BT/EE)

pddco — Thu, 25 Apr 2024 07:41:00 GMT

Having looked at this thread. Can someone simply explain what happens if I decide to change from my current BT Retail Residential Landline and FTTC product to a FTTP product? Will I no longer be a BT customer and need to move to EE? And therefore sever my 45 years plus ties with a company I used to work for (albeit EE being part of BT Group), and forfeiting being able to contribute on these forums and what not?

Or is BT Retail still alive and kicking and my move to FTTP would be with them rather than EE?

Re: What Mess is New EE (BT/EE)

Keith_Beddoe — Thu, 25 Apr 2024 07:48:24 GMT

@pddco

From what I can see, FTTP is available from BT Retail, but if you want faster than 900Mbs, you have to go to EE.

Customer services (sales), will always persuade you to move to EE, as I suspect they get commission on each migration.

You would need to insist that you want to stay with BT Retail.

If your FTTC connection is fast enough for what you need, then stay as you are.

Re: What Mess is New EE (BT/EE)

Anonymous — Thu, 25 Apr 2024 07:57:58 GMT

@pddco

The simple answer is that no one seems to know what's going on.

The initial announcement was that all BT residential customers would be gradually moved to EE & BT would become a solely business provider. Then it transpired that there no mechanism to transfer those with BT TV. Then it emerged that 1.6GB wasn't available on transfer either. Since then it's been a complete pigs ear.

The current scenario seems to now be that BT will continue as a consumer brand, possibly for the lower value customers. You can supposedly opt to stay with BT at renewal, but it's abundantly clear that BT staff are heavily incentivised to get you to transfer. To the apparent point of lies & deceit in order to achieve that.

Attempting this while in the middle of the DV migration, with all the challenges around that, would seem is either very brave or very stupid. It's looking more like the latter by the day.

So my understanding is that you should be able to remain with BT, but you may have to be very insistent. If there's an option to do the upgrade online, then that's probably the safest route.

Re: What Mess is New EE (BT/EE)

pddco — Thu, 25 Apr 2024 08:24:44 GMT

@Keith_Beddoe @Anonymous

Thanks both. My move to FTTP is more for a practical reason. I mean 70Mbps is more than enough for me. We are thinking of having a new drive, and thought it a good opportunity to get fibre in now before the drive is laid.

Seems like I’ll have to have my wits about me when speaking to - possibly commission driven - EE customer sales teams then!

Saying that, I can’t agree with @Anonymous ‘s “lies and deceit” . Really? It’s a bit too strong for me.

I’d imagine the best hook for them is if I wanted update my package to mobile too. Which I don’t fortunately.

Re: What Mess is New EE (BT/EE)

Anonymous — Thu, 25 Apr 2024 08:24:35 GMT

@pddco

Anecdotal evidence suggests that your desire to keep your mobile with BT may also be trumped by the agent's desire to earn the commission for migrating that too. Is there not an option to upgrade to FTTP in your MyBT?

Re: What Mess is New EE (BT/EE)

Keith_Beddoe — Thu, 25 Apr 2024 08:27:06 GMT

@pddco

It depends on how your existing FTTC is delivered, if its overhead, then the fibre will take the same route.

There is no need to move to FTTP, as FTTC is going to be around for many years, and its unlikely that your exchange is going to be FTTP only, where there are fibre cabinets installed.

Re: What Mess is New EE (BT/EE)

pddco — Thu, 25 Apr 2024 08:27:20 GMT

@Anonymous
MyBT? Good point. I’ll have a look. Maybe the less confrontational option. 😁

Re: What Mess is New EE (BT/EE)

pddco — Thu, 25 Apr 2024 08:32:25 GMT

@Keith_Beddoe

Sorry Keith didn’t say. Fibre has been rolled out. There’s new provision on poles around the town and on parts of my estate. But it just so happens we’re UG fed. Wished it were OH to be honest as it would make siting of the ONT more favourable.