This topic

Why is BT and EE confusing itself with customer accounts?

seabed — Wed, 09 Sep 2026 11:53:40 GMT

2 years ago I was with BT Broadband. I wasn't asked but put onto EE Broadband? I protested and nothing was done. I had many problems with EE over the two years none of which was solved and just kicked aside by them? My contract finished in August 2026. I then moved back to BT from EE broadband? It seems both are get confused with each other? I've tried contacting BT from many sources without any luck? My problem is, I am no longer a EE broadband customer, Emails are telling me to set up a new account with BT, passwords, email etc? I clicked on the link which BT sent me to setup the account. I am using my same email address I've had with both BT (in the past) and EE which I recently left?

Using my email address on the BT website keeps transferring me to EE Broadband? I've tried using BT Broadband account to set up my new service and it keeps telling me they don't recognise my email? I then tried to change my password with BT. I was sent a link, that I could change my password. I used my email address and when the email came through, I clicked on the link and changed my password? This was all done. I then went to login on BT Broadband, (where I changed my password 10mins ago) and it tells me email address and password not recognised???

I waited half hour tried again, still the same? I have a EE acount for my mobile service through EE which is still in use?

I'm beginning to wonder if EE and BT who are the same are getting confused??? All I want to do is setup my new BT account as an email sent to me 1 hour ago has informed me my new bill is ready? To view I need to setup an account!!!

Now I'm getting frustrated and angry. I cannot contact, email, or speak to anyone as when I try for BT dial 150 I get EE?

Now I can't talk to anyone as I keep being directed to EE who I no longer have a broadband account?

I need help with this? Anyone any ideas?? PLEASE!!!!

BTW I have both EE and BT apps on my iphone Using the BT app is totally useless

Re: Why is BT and EE confusing itself with customer accounts?

gg30340 — Wed, 09 Sep 2026 13:05:37 GMT

Have you tried using your previous BTID and MyBT. If you have access to that you can add your "new" BT Broadband to that saving the need to start a new BTID and MyBT account.

Re: Why is BT and EE confusing itself with customer accounts?

garybs29 — Wed, 09 Sep 2026 13:06:46 GMT

@seabedwrote:
Now I'm getting frustrated and angry. I cannot contact, email, or speak to anyone as when I try for BT dial 150 I get EE?

From an EE mobile by any chance? If so would be expected!

Re: Why is BT and EE confusing itself with customer accounts?

seabed — Wed, 09 Sep 2026 13:31:13 GMT

When BT transferred me over to EE against my will and protests they closed my BT account without telling me? I've been on the phone for over an hour sorting this mess out? My EE BB service ended on 26th August, my new BT BB service started yesterday but EE have now billed me to the end of September!!!

I was told I needed to create a new account with BT with a different email and password!

Re: Why is BT and EE confusing itself with customer accounts?

seabed — Wed, 09 Sep 2026 13:33:14 GMT

I have downloaded the BT app. I already have the EE app? Ill keep that for my mobile phone but EE should have cancelled my BB but didn't.

Re: Why is BT and EE confusing itself with customer accounts?

garybs29 — Wed, 09 Sep 2026 14:40:00 GMT

This might sound harsh but you've made a choice to go from BT-EE without a formal process for doing so, your bills will be based on the normal switching process to another provider & not a transfer between brands. You make no mention of what the issues were with EE but have suddenly decided to make a move off your own back & are now moaning about 2 companies not knowing what they're doing caused by your own choice!

Re: Why is BT and EE confusing itself with customer accounts?

seabed — Wed, 09 Sep 2026 18:38:21 GMT

Yes, rather harsh. You are making assumptions which isn't a good idea. Are you here to help or just berate people? Have a good evening.

Re: Why is BT and EE confusing itself with customer accounts?

IrememberBuzby — Wed, 09 Sep 2026 19:35:56 GMT

I am starting to think that customers who have issues are just encouraged to leave....then there is no more issue.

Re: Why is BT and EE confusing itself with customer accounts?

Kimberlin — Thu, 10 Sep 2026 06:01:39 GMT

Sadly, this is what happens when a company decides to operate two brands from effectively the same platform. Not only do they confuse the customer, they clearly confuse themselves. It doesn’t help when they’re apparently using the same staff in the same call centres to cover both brands, even they it seems, get themselves confused about whether they’re answering the phone as BT or EE. I guess at the end of the day, it’s all about maximising profits. If BT concentrated on just offering decent products and packages under one brand name, their customer service might improve, but they’ve chosen this ridiculous dual branding path so now they’re stuck with it.

Re: Why is BT and EE confusing itself with customer accounts?

seabed — Thu, 10 Sep 2026 10:36:12 GMT

This is so true? I'm told BT wanted to use their platform for business users, and decided residential customers without any consultation be moved over to EE? You just didn't have a say? They glossed it up, papered over the cracks and moved you regardless. I was livid, this should have been reported to OFCOM?

Turns out as you say trying to run two businesses from the same people was a disaster from the start. A very recent conversation on the phone with a BT rep who openly admitted BT (who admitted themselves) had got it so wrong? Closing my EE broadband account which was absolutely rubbish and costing me nearly £70 a month was a god send?

I have a brand new account with BT now costing me just £26 a month. I did ask about the EE add ons I had been paying for around 4 years that 1) Didn't work? Couldn't pair the wifi extender to the EE Hub.. several attempts, it was eventually put away in the draw. terrible BB service, dropouts, latency lag etc etc.. all reported but being told there wasn't a problem? I suspected the Hub was faulty and several attempts asked to get it replaced met with silence.

Corporate decisions that turned out to be bad for it's customers, no acknowledgement from BT EE no apology, ignoring customers concerns, treating its customers with apathy. Not a lot can be done as they have the monopoly on the lines so whoever you go with Openreach have you by the final say.

Re: Why is BT and EE confusing itself with customer accounts?

iniltous — Thu, 10 Sep 2026 10:56:03 GMT

There has never been compulsion to move to EE , there was gentle persuasion, there may have been a financial benefit , same product, cheaper price for a while , and indeed some premium products such as 1.6Gb broadband only available on EE and not BT , and although the corporate vision as BT the business brand and EE the consumer brand was dropped , there is seemingly a residual preference in some cases (presumably depending on the agent you speak to ) to offer EE as the main residential brand, but it’s not compulsory, I’ve renewed FTTC recently, and currently in the process of a FTTC to FTTP migration and at no point was EE pushed or suggested it was necessary to take a move to EE to continue…staying with BT was never an issue , it’s a myth to suggest moving to EE is anything other than an offer that can be politely refused if staying with BT is your choice .

Re: Why is BT and EE confusing itself with customer accounts?

seabed — Fri, 11 Sep 2026 10:58:06 GMT

Well, in my case it was 'You are' not 'would you like to'? Correspondence to BT at the time is recorded in emails I have. You have your opinion, I have mine.

Re: Why is BT and EE confusing itself with customer accounts?

Kimberlin — Fri, 11 Sep 2026 11:15:50 GMT

@seabed This is entirely the reason I no longer waste precious breaths of air talking to an ISP when it comes to renewal. One Touch Switching for customers such as myself who no longer use, need or want a landline, was literally the best thing introduced. I have absolutely zero brand loyalty to any company, therefore listening to some confused BT/EE employee who perhaps doesn’t know a ONT from a Cat6 Ethernet cable, doesn’t instil the slightest confidence. I certainly wouldn’t tolerate being told that I had to migrate to either one of the platforms just because a Customer Service representative says I must without any foundation. I can’t personally think of any other reason why a Customer Service representative would deliberately obfuscate other than for the benefit of themselves.

Re: Why is BT and EE confusing itself with customer accounts?

chrisjp — Fri, 11 Sep 2026 15:11:08 GMT

I suspect there may still be some commission payable to CS reps who "persuade" a customer to move from BT to EE, so whether you get politely asked if you want that move, or whether you get told it's compulsory depends on the CS rep you happen to get when you call them and how keen they are to maximise their commission.

Re: Why is BT and EE confusing itself with customer accounts?

Kimberlin — Fri, 11 Sep 2026 15:16:32 GMT

So basically, it’s down to the strength of character of the customer to tell said customer service representative politely, where to go.