Change EE

[Barnaby2]

I’ve been changed to EE. They cut off my BT internet this morning and left me waiting for the new equipment to arrive sometime today. Why can’t they send it out earlier?

Do I just replace the old hub with the new one when it arrives?

[imjolly]

the question about your new equipment you need to raise with EE  the new router should be plug and play and for simplicity I would change the new router wifi SSID and password to that of your existing router and that way your wireless device should connect without a problem

[conrad]

I presume you are being upgraded since you are getting new equipment. EE don't specify when during the day their broadband goes live as it is any time up to midnight. You should be able to track the order via MyBT or your new EE account. You may be asked to return your BT equipment depending on when you got it.

[Barnaby2]

Yes I have been asked to return old equipment or will be charged.

Tracking doesn’t work, RM just says sometime today. My point is why cut you off when you haven’t got the replacement kit?

It’s really not good enough.

[conrad]

BT don't know that you haven't got your equipment and EE are assuming it will be delivered by or on the change over day. Bit surprised that Royal Mail haven't given you a 2 hour slot.

Years ago when I first had broadband with BT my equipment turned up when the engineer was just finishing connecting me.
When I was migrated to EE last month it was a like for like swap so  the BT equipment remained and the connection didn't even drop on the change over day.

[Barnaby2]

I assume from your post that BT didn’t send you an email about returning kit or they would charge you for it.

My problem started after BT retention messed up my current options and downgraded them removing the backup modem.

I wish they could’ve left things as they were!

[conrad]

My kit had been just updated for DV so the hub was brand new which is why I presume EE didn't supply their own stuff . The old hub was prior to the change to BT retaining ownership with the DV order  showing as £0.00 charge for not returning it as expected.

I just wanted to recontract and had rung to clarify the calling plan cost but the over zealous person I spoke to said I had to be migrated. I rang EE to see if I could cancel and return to BT which I could but the person who I spoke to was with the value team gave me a decent discount to stay with EE so I am currently waiting to see if that happens with the next bill.

[chrisjp]

"...but the over zealous person I spoke to said I had to be migrated."

BT really should stop their call centre agents saying that migration to EE is compulsory. It is certainly not, so this is dishonest, but I guess the agents get extra commission for getting customers to accept it.

[Barnaby2]

Well the deadline to deliver has been and gone and no equipment. Who do I complain to? It’s just not good enough. Maybe I should have gone with Virgin Media after all!!

[licquorice]

What are you missing and what have you already got. The BT hub should still work.