This topic

Transfer from BT to EE Issues

Ajr999 — Mon, 13 May 2024 10:57:14 GMT

Hi, I was moved from BT to EE on 19 April, almost a month ago.

I was on the highest package full fibre 900 and was supposed to get like for like on the full works 900 with EE.

my issue is that despite talking to over 10 agents I still don’t have working EE wifi disc or Hybrid Connect. My house is bad for wifi and so over the years BT had given me 4 of their black wifi discs. EE you can have 3 , only 1 has been sent, but the issue is there is a KNOWN IT issue on their side that does not activate the wifi disc service nor the hybrid connect.

my complaint has been closed twice for no apparent reason and each agent tells me something different!

it has been escalated a number of times but no one seems interested or able to fix it. Both me and my wife run our business / jobs from home and we are struggling to get WiFi signals in our offices so are getting really desperate here. I’ve spent hours on phone to agents repeating my story…..

I wish I had stayed with BT as was happy with a fully working system!!!

any help is appreciated

thanks

Alastair

@DanielS

@NeilO

Re: Transfer from BT to EE Issues

imjolly — Mon, 13 May 2024 11:24:44 GMT

@Ajr999

as you have transferred your account to EE then you need to post on the EE community for assistance https://community.ee.co.uk/

Re: Transfer from BT to EE Issues

Keith_Beddoe — Mon, 13 May 2024 11:32:33 GMT

@Ajr999

Just to add, you should not be running a business on a residential account, whether its BT or EE, as its not permitted under the T&Cs.

Perhaps you should consider BT Business or EE Business, if you want something reliable?

https://business.ee.co.uk/

https://business.bt.com/

Re: Transfer from BT to EE Issues

Ajr999 — Mon, 13 May 2024 12:31:43 GMT

Thank you, we are both employees , but I am just based at home 100% so a personal contract is still required.

Re: Transfer from BT to EE Issues

Ajr999 — Mon, 13 May 2024 12:32:18 GMT

Ok thanks I’ll give that a try !

Re: Transfer from BT to EE Issues

Keith_Beddoe — Mon, 13 May 2024 12:46:48 GMT

@Ajr999

Some employers do pay for a business connection, if an employees provides a critical service that need a proper SLA (Service Level Agreement).

Home working is normally accepted on a residential account, as its very common, as you would expect. Internal connectivity issues would be the responsibility of the end user. Wireless is not a reliable method of connection, Ethernet connections are the only way.

Re: Transfer from BT to EE Issues

Ajr999 — Mon, 13 May 2024 12:51:29 GMT

Yes mate I get that but it was working with he old Bt hub and the point is my package includes wifi discs they haven’t sent nor can they activate on my account due to tech issues , so a bit of a disaster
Thanks

Re: Transfer from BT to EE Issues

Keith_Beddoe — Mon, 13 May 2024 12:56:10 GMT

You are not the only one, judging by what has been posted on the EE forum.

My personal opinion is that the two BT divisions, should have stayed separate, as EE is heavily involved in mobile services, and does not have the resources to deal with broadband migrations.

Re: Transfer from BT to EE Issues

Ajr999 — Mon, 13 May 2024 12:58:02 GMT

Thanks, wish I’d known that
Hopefully will get sorted eventually
I will have a read on the other forum

Re: Transfer from BT to EE Issues

Anonymous — Mon, 13 May 2024 13:16:32 GMT

Depending on what you're paying for it, it might be more economical to purchase your own mesh system. You would hope that EE wouldn't resist the downgrade given that they admit they can't fulfil what you're paying for.

Re: Transfer from BT to EE Issues

kendav3 — Wed, 15 May 2024 10:38:07 GMT

Pardon me for butting in here. I’m only a week or two after the change over from BT to EE and have 6 BT discs - the black, later, ones - that all failed after the change over. Trying to set them up, following the routine in My BT took a very long time and then failed dismally, even after having appeared to succeed - I got the steady blue LED, powered down and moved it and it didn’t restore.

I complained and a visit was arranged but no one turned up but the following day - today - I received a text asking me to phone in with more detail and got a brilliant answer, talked me through setting a couple up - but using WPS. Press the WPS button on the hub for a couple of seconds, the the one on the disc and wait. After a while, it started flashing blue and he said to power it down and move it away from the hub and power up. Again, a bit of a wait, then the LED went red for a few seconds then blue and one of my ‘no WiFi at all spots’ now has a signal. Weak, but there, and the disc hasn’t been positioned properly yet!.

I’m now happy that I should soon have the same coverage as before.

Ken

Re: Transfer from BT to EE Issues

tonywick — Wed, 07 Aug 2024 11:56:01 GMT

Keith,

What a shame that this reply of yours couldn't have been sent secretly to every BT customer who was being moved willingly or forcibly to EE. At least then some of us could have made it to the lifeboats (alternative supplier) before the liner went down!