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Message 1 of 5

Switching mobile service from BT to EE

Hi all.

I recently got close to my data limit so thought it time to move to a package with more data. So on Sunday (20 August) I logged into my BT account, looked for deals, and a link directed me to the EE site. I am led to believe that BT and EE are, virtually, one and the same now. So I found a (sim only package, as I had with BT) and ordered said package. I wanted to keep my number so obtained the PAC code and everything has worked out well. The sim arrived within two days and my number switched today; 23 August.

I was somewhat surprised, however, to receive communications from BT advising that I would lose access to BT Wi-Fi hotspots and that I would be billed for my previous package, until mid October. But it appears I do still have access to BT Wi-Fi hotspots as the EE/BT blurb advises.

Just querying whether, as BT and EE are one and the same, should changing my package result in me being billed for a service I am no longer receiving.

Thanks

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Message 2 of 5

Re: Switching mobile service from BT to EE

as long as you are a BT broadband customer you retain access to BTWIFI.  however on moving to EE you no longer have free roaming in EU which you did with BT mobile

were you still in fixed mobile contract with BT when you moved to EE?



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Message 3 of 5

Re: Switching mobile service from BT to EE

Yep, it expires in October. So I suppose that sort of answers my question.

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Message 4 of 5

Re: Switching mobile service from BT to EE

A similar thing happened to us .We were coming out of contract  with halo3 and UNLIMITED call minutes. We also had two mobiles with BT.

It was suggested to us ---advised to us -- to change the BT to an EE mobile plan [ SIM only deals] at a reduced [special ] rate. We agreed to the retaining of HALO 3 contract at £53.99 .They would do all the necessary transfer of mobiles to EE and this would show up as a seprate DD.Every thing went ok for the one mobile ,but we queried the delay on my wifes transfer.We were told unfortunately that there had been a mix up on transfer[ not of our doing] and the mobile would transfer from 27/08/23 instead of 23/07/23.We queried this and one excellent agent set up an urgent action which resulted in the transfer within 3 days.Hooray -- well done.

On checking our AUGUST 23 bill we found that whilst theHalo 3 remained at £53.99 our telephone bill was in excess of £95+ for the month.Onquerying this we were told that as we transferred our mobiles[separate contract ] from BT we lost all our call benefits ---UNLIMITED calls.

On approaching BT phone lines to query this we were advised that this was our fault.I asked to speak to the manager on 18/08/23 who declined to speak to me and said he would call me NEXT week[no date/time given]after he had listened to the respective calls 27/06/23 [ when we initiated the new/revised contract].

Still waiting for a call or explanation.

Do not bother to email BT on their drop down as you will get a non reply -unable to accept.

Make your own mind up on this customer service!!!!!!!!!!!!!!!!!!!!!!!!!!!

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Message 5 of 5

Re: Switching mobile service from BT to EE

My partner had an horrendous time with BT when looking to renew her broadband package. Long story short; she notes times and dates whenever she speaks to someone and writes down what was said. She was sold a totally unsuitable broadband package, engineers not turning up etc.  At one stage, the operator slammed the phone down on her.

She managed to extract order from the chaos and arranged a sensible package that suited her. When it was sorted she wrote to BT to giving them chapter and verse of what had happened and asked for an explanation. I don't think she invoked a formal complaints procedure, but an extremely nice and helpful lady contacted her to apologize for what had happened and arranged for compensation approaching £200; most of this for delays and disruption to her service..

When speaking to this lady my partner said she wasn't after, or expecting, compensation, but wanted to bring to her attention what had been going on so that it would not happen again and possibly upset people not as hardy as her.

Stick with it and write to them, stating chapter and verse if you can. As you have found out emails and telephoning doesn't work.

Good luck