This topic

Re: Change to EE

Joelearner — Fri, 02 Jan 2026 16:34:25 GMT

Well, I am a BT customer and contract ending on 5th Jan, and I get EE put in on the 5th, it is the same company but I think they want to move everyone to EE, as when I loaded up my BT account it's said EE and was confusing, so just switched over. Looking forward to the new speed, have 900mb just now.

I cannot find any info on, whether I send the BT equipment back or if the EE engineer takes it.

Re: Change to EE

Kodikid — Fri, 02 Jan 2026 17:12:23 GMT

Once upon a time there was a plan to migrate all BT domestic broadband customers to EE.

It was allegedly abandoned about two years ago. I say allegedly as it still seems to be an obsession to get BT customers to move across to EE

You might find you don't actually get a new router if you already have a SH2 as it works perfectly fine on either BT or EE.

Re: Change to EE

Joelearner — Fri, 02 Jan 2026 17:41:00 GMT

I have it here, delivered today: 2 boxes

Re: Change to EE

Chris__S — Sat, 03 Jan 2026 09:01:58 GMT

Hi @Joelearner

It's great news that you're moving from BT over to EE.

We do require you to return your previous BT router within 60 days.

You can find more information on our How to return and recycle your BT equipment web page.

Chris S

Re: Change to EE

chrisjp — Sat, 03 Jan 2026 20:31:52 GMT

"It's great news that you're moving from BT over to EE."

Just a question to satisfy my curiosity - why is this move "great news"? Is this perhaps evidence that it is still BT's policy to move its residential customers to EE, despite this policy apparently being dropped by the new CEO?

Re: Change to EE

gg30340 — Sat, 03 Jan 2026 20:56:55 GMT

Obviously BT want you to move to EE and no doubt it will become compulsory in the future however at this time it is now your "choice" if you want to move to EE where as previously you did not have a choice unless you were very insistent that you did not want to move.

See link's FAQ

Better as one | BT & EE Partnership

Re: Change to EE

Kodikid — Sat, 03 Jan 2026 22:28:49 GMT

Think the new CEO had the good sense to realise there was a hard core of lifelong BT customers who simply wouldn't move.

That probably explains why BT broadband has stagnated with no new router in 7 years

Re: Change to EE

Kimberlin — Sun, 04 Jan 2026 08:23:06 GMT

I see, so moving from BT to EE is “Great news” without so much as a qualifying statement as to why?

Indeed, this forum may as well be migrated into the EE forum which I’m sure for some, will be “great news” 😂

Oh, don’t forget to return your kit on the way out!

Re: Change to EE

Joelearner — Sun, 04 Jan 2026 22:50:38 GMT

Ok, here is why I moved, we have all the family's phones with EE, which we have had since TMobile then EE.

I love BT, never had a problem with it, but the newer box and speed upgrade makes sense, changing to EE as I get more discounts on the phones. Don't get me wrong if we had the phones with BT, they would offer the same discount I suppose.

It would have been easier if the EE engineer picked up the BT equipment, to be honest, but I will just need to post them.

Re: Change to EE

Joelearner — Sun, 04 Jan 2026 22:55:46 GMT

Another thing Chris, my BB Full Fibre 900mb was £68 a month, retentions offered me it at £62 with the increase in March i would have been back up to £68, for the 1.6 gb EE I get that at £49 a month, could be 49.99 need to check, antway I get it that price because I get my mobile from EE and now I get further discounts on sims because I have EE BB. so it made sense to move as my contract with BT ends tomorrow..

Re: Change to EE

Chris__S — Mon, 05 Jan 2026 10:53:02 GMT

Thanks for letting us know @Joelearner

It sounds like the move makes sense if it means consolidating your phones and broadband on the same brand.

It certainly sounds like monetarily moving from BT to EE would be a benefit, so I understand your decision.

Although we're losing you on BT, I'm glad that we can retain you as a customer within the wider scope of the company.

Chris S

Re: Change to EE

Joelearner — Wed, 07 Jan 2026 14:06:24 GMT

Chris can you advise on this.

I gave BT the 30-day notice before my contract ran out on 5th Dec. Got EE BB fitted on the 5th Jan, reset the BT box to factory settings, and after EE fitted got a message within the hour, Your BT BIll is ready, same as always £120, which includes the month in advance for Sky Sports and TNT. Then I got a text from EE you first bill is ready, so logging into EE no trace of a bill just the mobile phone bills.

So, according to BT, I am still with them bill-wise, but on the BT page where the account number is it says inactive. I have this BT equipment, phone, BT Pro Box, and Router to send back, no email with label, no bags sent, I'm now with EE BB and have all the BT equipment.

Is there a delay because just past the New Year or what? I don't want to be sitting with all this equipment past the 60 days and get billed for it.

Any ideas welcome.

Joe

Re: Change to EE

Christopher_G — Thu, 08 Jan 2026 08:22:23 GMT

Hi @Joelearner

Different Chris here. 🙂

You should get a new 'final bill' produced within 5 working days of leaving, which will be a credit to balance everything out.

If you don't receive that, or you think there's a problem, I definitely recommend contacting our Customer Support team so that they can look over everything.

Thanks

Chris

Re: Change to EE

Joelearner — Thu, 08 Jan 2026 11:39:52 GMT

Got an email just now, saying you asked us to stop some of your services. I asked them to stop all services when the contract ran out and move to EE. It looks like I will need to phone them for labelled bags or labels to send the equipment back.

Not as trouble-free a move as claimed.

The switch to EE BB was easy, but the lack of contact regarding the return of BT equipment leaves a lot to be desired.

"all the best"

Joe

Re: Change to EE

collie — Mon, 09 Feb 2026 09:19:29 GMT

You should get the new EE Smart Hub 7 plus ,

which has WiFi 7.

The Bt Smart Hub 2 is now dated uses WiFi 5

would add why is BT not suppling BT customers with a WiFi 7 hub ??

Re: Change to EE

Kimberlin — Mon, 09 Feb 2026 10:19:20 GMT

@collie

To answer your question, because quite simply, it would cost far too much money to upgrade all existing customers with SH2, to a bang up to date router. Plus it would add thousands of tonnes to WEEE waste. It's highly conceivable that folks out there will still be using the SH2 in 10 years time.

If you want a really decent router, buy your own. Third party routers generally exceed all specifications for home broadband and are completely configurable, unlike ISP routers which are generally locked down. However most domestic customers won't purchase their own router because it's an additional cost and some people find configuring routers technically difficult.

Trust me, once you've got a dual or tri-band WiFi 6 or WiFi7 router, you'll wonder why you're still suffering with a bog standard WiFi 5 router.

Re: Change to EE

collie — Mon, 09 Feb 2026 14:18:52 GMT

Do not agree , there is no reason why they can not supply an up to date router to new customers or to existing customers who request one.

Also third party routers are not compatible with digital voice.

Re: Change to EE

Kimberlin — Mon, 09 Feb 2026 15:09:08 GMT

@collie

So how do you propose that all the new routers would be paid for? Adding it to everyone’s bills?

As for DV, whilst I accept there are customers hanging onto landlines for as long as they possibly can, the fact is, domestic landline use is decreasing year by year. You don’t even need a landline anymore with a smartphone using WiFi calling, that’s why so many households no longer have one.

Re: Change to EE

Joelearner — Mon, 09 Feb 2026 15:29:09 GMT

Yip, all done now and all bills sorted out have my new EE hub, it is better than BT, although I had no problems with BT and had a great connection of 900mb, you can spot the difference with the 1.6GB.

I think all BT will eventually move to EE, it made sense with me as all my Mobiles were with TMobile then EE took them over, so having all phones and BB under the same umbrella was the best way forward.

Re: Change to EE

Joelearner — Mon, 09 Feb 2026 15:31:08 GMT

Hi Chris.

All sorted and bills all done,, better hub and phones and BB now EE.

Joe