transfer to EE

[Aljaha]

My cousin, who is a technophobe and doesn't like change, phoned to renew her BT broadband and without being told or having properly explained to her was transferred to EE. On phoning again to get her contract back to BT she was told by at least 3 people that it was company policy to move existing and new customers to EE.

I know nobody here works for BT but do you know  if this is now the case again?

[Kimberlin]

@Aljaha  It seems from a lot of customers who have renegotiated their contracts with BT that they are indeed moved onto the EE brand. Whether or not that is official policy, I’m sure a Moderator who do work for BT/EE as they Moderate both this and the EE customer forums, would be able to provide clarity.

[Kodikid]

BT/EE staff are highly incentivised to get people on EE

Just google BT broadband deals and you'll see a myriad of broadband packages from BT

Ring back and explain you want BT broadband and not EE.

It's your choice not theirs. 

[Aljaha]

She did ring back and this is when she was told she had to be transferred to EE. Unfortunately she believes "Experts".

[Kimberlin]

@Aljaha  At the end of the day it barely matters, BT and EE are effectively, one and the same.

[Kodikid]

Your right but the bigger issue is call centre staff blatantly misleading people. 

BT broadband is alive and well and still accepting new customers 

[dpreeyore]

You are quite right. This has been going on for a while now we moved just 3 miles down the road near Margate in December 2024 and had just this experience. Nothing I was promised in my new area (Birchington) was as promised. My mobile, also with BT, was also changed to EE, supposedly with a 5G capability. The house is in  total cell dead spot which is still barely acknowledged, hence the Hybrid Connect box supplied for the move totally failed to work. After previously having had no problems with BT WholeHome hub extenders, both ones supplied and extras added to with my own money, the EE extenders have proved to be very flakey and sometimes can’t even offer a ‘green’ signal strength connection to my router in a room just 30 feet or so away. All in all, a lot of grief for a service that now also prices my EE mobile connection separately from the broadband, unlike the previous BT pricing structure. Not happy!

[Christopher_G · Accepted solution]

Hi @Aljaha

Our sales teams sell both BT and EE products, and would look into the best products available to each customer. However, if our customers want to stay with BT, they certainly can.

I'm going to send you a private message, to get a little more information on your cousin's experience.

Chris

[TimCurtis]

@Christopher_G 

It's a shame that the BT "guides" don't know that or choose to ignore that fact.

I got transferred without my knowledge or agreement from BT to EE and that was a significant factor in me leaving after a relationship going on for 50 years (obviously not all broadband related).

Calling BT/EE customer services these days is a risky business as you never quite know what will happen next. When BT brought back support from India to the UK it was great but now it's at it's lowest ever.