This topic

Switching from BT to Ee

robh66 — Sat, 24 Feb 2024 21:07:44 GMT

I’m being offered a chance to switch from BT Full Fibre to EE, by EE and not BT, as I’ve still got over 12months of my current contract with BT, will I need to pay early exit fees to BT, even though BT & EE are technically one and the same.

Re: Switching from BT to Ee

imjolly — Sat, 24 Feb 2024 21:17:01 GMT

If you move from BT to EE there is no cancellation charges applied. This is covered previously in the forum posts

Re: Switching from BT to Ee

robh66 — Thu, 07 Mar 2024 10:54:30 GMT

BT DID request nearly £900 for me to switch to EE, so I've cancelled the EE order, as the switch was due to take place on the 14th March.

Re: Switching from BT to Ee

chrisjp — Thu, 07 Mar 2024 11:22:18 GMT

Unfortunately, although a switch from BT to EE is current BT policy for residential customers, and should be free of charge even if still in contract with BT, the left hand doesn't seem to know what the right hand is doing, and some customers that switch are being charged early cancellation fees.
The BT to EE transition for residential customers doesn't seem to have been properly thought through by BT.
The best approach is to refuse all such offers until BT/EE have sorted themselves out.

Re: Switching from BT to Ee

Les-Gibson — Thu, 07 Mar 2024 12:34:06 GMT

@imjolly

I'm not convinced anyone from BT or EE really knows the correct answer to that question.

I moved our mobile phone service from BT to EE just a few weeks ago, no problem with that as we were out of contract.

I received a follow-up call a couple of days later from EE asking if I had thought about moving my broadband as well and offering to pay any cancellation charges up to a limit (£300 rings a bell) and I would have lost my existing discounts, all in all a 'deal' which would have seen me significantly out of pocket had I been daft enough to go for it.

Re: Switching from BT to Ee

robh66 — Thu, 07 Mar 2024 12:47:08 GMT

Just to add to the confusion pot, I’ve just received an Email & a text message from EE stating the equipment needed for the switchover has been despatched.

And included in both were tracking numbers for Royal Mail.

Re: Switching from BT to Ee

imjolly — Thu, 07 Mar 2024 13:11:18 GMT

@Les-Gibson wrote:

@imjolly

I'm not convinced anyone from BT or EE really knows the correct answer to that question.

I am sure that my information is correct as it came from a BT employee who is well informed on the subject. However like many things just now the CS service staff handling the calls don't have all the information and the sooner EE/BT sort out the switching process the better.

https://community.bt.com/t5/Bills-Packages/Moving-Broadband-from-BT-to-EE/m-p/2343310#M164917

I cannot name my source as it was a private communication

Re: Switching from BT to Ee

Les-Gibson — Thu, 07 Mar 2024 13:27:05 GMT

@imjolly

I don't doubt your sources, it's just a shame that those in CS in both BT and EE seem to be singing from a multitude of different hymn sheets.

A little bit of co-ordination would be nice but I won't hold my breath waiting

Re: Switching from BT to Ee

marco806 — Thu, 07 Mar 2024 17:25:34 GMT

I pay 39.99 per month for 500.......thats still too much btw, given i have 7 city fibre providers in my area.

anyway, got the email re price increase, and telling me to phone EE to get lots of savings...

guess what ,best deal on EE is 500 at £44.99.

i have an offer currently on mybt for 900 at £44.99.

utterly shambolic way to do business, feel sorry for the staff who basically see the offers that appear on their computer.

btw, best deal on cityfibre for me currently is £29 for 900, and all 7 providers are cheaper than EE/BT....

i can only assume lots of old folk are blindy paying EE/BT much more than they really should be as BT/EE never

become competitive in the market....Methinks they dont need to....due to customer base that on the whole are

blissfully unaware that they are overpaying.

btw, mate in Italy get 2.6 for 21 euro per month.......ponder that..

Re: Switching from BT to Ee

robh66 — Fri, 08 Mar 2024 13:08:39 GMT

I think I may have finally sorted the mess, I phoned EE and they said there was a problem with my bill, which was stopping the switch, even though I'd paid it the minute the message came through.

So I phoned BT and got someone else and he said there wasn't a problem with my bill as the account was up to date, and when I explained to him what I'd be trying to do, because I'd been having offers to move from BT to EE he had another look and said the order had gone through, and he said if I do get any exit charges, which I shouldn't do, give them a phone back and see what has gone wrong.

The next 10 days is going to be a testing time, as the switch over is due to take place on the 14th March, with the final bill from BT, 24 Hours later.

Re: Switching from BT to Ee

imjolly — Fri, 08 Mar 2024 13:12:13 GMT

@robh66

at least you found a BT CS person who knows that switches from BT to EE should not incur termination charges

Re: Switching from BT to Ee

ArtyVark — Mon, 20 May 2024 10:21:14 GMT

How did the switch go was everything fine in the end ?

Re: Switching from BT to Ee

robh66 — Mon, 20 May 2024 18:56:19 GMT

It finally got sorted, I'm on New EE at the same speed as BT Halo 3+ which was 900mb down & 110mb up.
Got a New EE Router & Wi -Fi extender to replace the BT equipment, and I was able to keep the BT Hybrid device as well. Which did connect after a few hiccups during the re-pairing.

Re: Switching from BT to Ee

Anj77 — Mon, 10 Jun 2024 12:40:44 GMT

I currently pay £41.95 per month for fibre 2. I was quoted £69.99 per month to move to the equivalent package (Fiber 67 essentials) on EE. Why would I move to almost double my monthly payments?

I also noticed fibre 67 essentials is currently £29.99 per month to new customers.

So I’m being encouraged to move to EE and almost double my current monthly payments with BT and pay over double what new customers would pay for the same product. No thanks.

Re: Switching from BT to Ee

ArtyVark — Mon, 24 Jun 2024 20:58:57 GMT

Interesting they told me they couldnt switch as I was on Halo 3. They said once it was sorted they would ring me. They never did.

Re: Switching from BT to Ee

robh66 — Mon, 24 Jun 2024 21:18:54 GMT

That’s odd, because apart from being mis-sold the 1.6gb as that was an incentive offer only. I managed to get someone who knew about regrading from BT to EE.
What you could try is phone them again, hopefully you’ll get some else. And ask for the Full Works package, that’s what I’m in with EE and you get the same speeds as Halo 3+, and you get to keep the hybrid device.
All they will ask for is the Smart Hub 2 & the wi-fi disc or discs to be sent back.

Re: Switching from BT to Ee

ArtyVark — Wed, 26 Jun 2024 15:12:39 GMT

Thanks I might give it one last go.

Re: Switching from BT to Ee

Loccolady — Thu, 27 Jun 2024 19:15:41 GMT

I couldn’t agree more. It’s been a nightmare from start in March until now. Firstly I was told EE were providing the fibre and everything else such as emails and anti virus would be with BT.

Firstly EE engineer said I couldn’t put the Ee hub/router where my existing one was. After paying an electrician to instal plug sockets by the front door the next engineer asked why ??? The speeds were worse than before. A disc arrived and yet another engineer came and installed upstairs. I never asked for it but now ee want to charge me £50 for it. Meanwhile I can’t manage my Bt emails or Bt cloud or access anti virus. Evidently BT aren’t interested in me any more as I am no longer a customer …guides suggest I use the EE app. The problem with that is they can’t sort out my EE ID so I can’t manage anything there either ! I have been told guides will call me back but don’t. I emailed the ceo Marc allera & got some action. A guide from his department was so bombastic & unsympathetic so I was reduced to tears. They now say I can go back to BT after 3 months of stress.The switch over isn’t working and the sales team don’t seem to be informed of what they can offer . Now I have to negotiate with someone who didn’t want to listen to my problems and he tells me he is the only one in the executive team. Any suggestions for negotiations would be great.

Re: Switching from BT to Ee

robh66 — Thu, 27 Jun 2024 19:39:47 GMT

Did the 1st engineer explain why you couldn’t have the EE router where the old one was, because where your old router / hub would’ve been near the fibre entry point and the fibre box that got installed by OR while still with BT.

But the fact they seemed to brush your problem under the carpet, looks it might be to try and make a complaint to EE.

Re: Switching from BT to Ee

Loccolady — Thu, 27 Jun 2024 20:39:39 GMT

They said they weren’t allowed to instal in a kitchen . The next engineer said rubbish they probably wanted the closest point! This was open reach when assessing where to put the entry point etc. Obviously this was the start of the whole disastrous saga with many issues piling up !