I finally managed to regrade my out-of-contract BT Mobile family package to a new BT Mobile contract—after four failed attempts with four different BT advisors, all of whom tried to migrate me to EE.
Long story short, the fifth advisor I spoke to successfully reconnected me to another BT Mobile plan. I switched from the "BT Mobile Family 30GB 5G Plan" to the "BT Mobile 12GB 5G Plan."
Everything went through smoothly, and the new contract switched over within a few hours. However, I’ve now noticed that I’m only receiving a 4G signal—no 5G—even though the advisor assured me it was a like-for-like plan, just with a lower data allowance (from 30GB to 12GB), which I was fine with.
I have two Family SIMs in my BT Mobile package, and neither of them is showing a 5G signal. I called BT again, and after another 50 minutes wasted—40 of which were spent on hold—the advisor told me I shouldn’t even be on a BT Mobile contract anymore. He seemed confused by it himself.
He explained that because BT Mobile is now running on EE’s technical systems rather than BT’s, he couldn’t advise me on why both my SIM cards are failing to get a 5G signal. Instead, he suggested sending me two new SIM cards, once again trying to migrate me to EE.
If any BT Moderators are reading this, could you please look into it this and help me solve this issue? I’m now recontracted for another 12 months on the "BT Mobile 12GB 5G Plan," which I am more than happy with—but I don’t understand why I’m not getting a 5G signal and am stuck on 4G instead.
Best Sheu Ho
