Switching from BT to EE

ANNEM2 — Mon, 26 May 2025 14:35:46 GMT

I was out of contractor with BT Asked to switch to EE. Was advised to stay with BT I was quoted a price and sent ny new contractor and equipment.

The problem started when I enquired about digital voice. The advisor said he could give me a better deal with EE. I went ahead and received a new contract and another hub.

To get to the point. I've received 3 emails telling me my order has been cancelled and a new one generated. Another hub arrives!

It's installed I get another email saying my order has been cancelled! I speak to an agent who said he'll fix everything... Said he'd call me in 2 days...yes he did. Confirmed no other orders were opened in my name and could go ahead with a new order....another hub would arrive! That's now 3 that I have to send back

However, after an hour and 9 minutes sorting this out today, after receiving my new contract with BT, not EE I was feeling confident everything was good..

I then get a text saying my order has been cancelled yet again.

I phoned BT and im told a message to Openreach has been sent to them asking for an explanation that might take 2 days to explain.

I'm exhausted taking the time and having to explain each time to another advisor.

For something that should have been straightforward has turned out to be a nightmare!

If a manager or supervisor is reading this please get in touch because it's impossible to get one to speak to.

Re: Switching from BT to EE

imjolly — Mon, 26 May 2025 14:44:22 GMT

@ANNEM2

this is a customer help customer community forum and you post does not go to BT try contacting billing https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Switching from BT to EE

Debbie_G — Tue, 27 May 2025 07:37:08 GMT

Hi @ANNEM2.

Welcome to the community.

I'm sorry to hear of your experience. You've done the right thing in contacting our Customer Support team so that this can be looked into further.
Please keep us updated with what happens.

Debbie

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Switching from BT to EE

Re: Switching from BT to EE

Re: Switching from BT to EE