bt mobile

[retrocar]

I have just renewed my BT broadband contract and had to switch to EE, however my BT contract also had my mobile contract attached and that could not be brought over to the EE contract and I had to take out a separate EE mobile  contract. After requesting my PAC from BT and sending it to EE, I have received several mgs from BT asking why I wanted to move and asking me to contact them to see what they may offer to make me stay.

I phoned the usual BT number and got an EE customer service rep who seemed to say I could have stayed with BT mobile and to that end passed me over to a BT service rep who seemed to imply that these mgs  were just computer generated and to ignore them.

Could I have retained my BT mobile contact under the original terms or did I have to switch to a new EE mobile contract when I renewed my broadband contract?

Somewhere along the line the information needs to be clarified. 

[imjolly]

if you renewed your broadband contract recently then there was no need to move to EE from BT  you could have just renewed and stayed with BT

[Kodikid]

You didn't "have" to anything.  Did they verbally force you to switch from BT to EE?. 

If you're within the 14 days cooling off period get back on the phone and tell them you're quite happy with BT broadband and mobile. 

[Michael_D · Accepted solution]

Hi @retrocar 

Welcome to the community.

As @imjolly and @Kodikid have mentioned, you don't have to move over to EE, but if you have moved your broadband and mobile over you would benefit from EE One.

The choice is yours as to what would work best for you. If you do decide to cancel the EE plan, you'd just need to give the EE team a call on 150 and they can help.

Michael

[retrocar]

Thank you for your replies, however I was under the impression that I had to switch to EE and when I rang the BT 150 number it was EE who answered and at no time was I offered the choice to stay with BT.

Today I rang to query the BT "why did I want to leave BT" msg and although I was put in touch with the BT help desk after initially speaking to EE, I was still under the impression that I had to switch to EE.

Looks like I will need to have another look.

[Kodikid]

It appears the call centre staff are offered massive incentives to get people to jump ship from BT to EE. They are so keen to get it they will brazenly lie to you.

You are under no obligation to join any isp so stick to your guns. 

[retrocar]

Just spend 30mins writing and sending an email to consumer-resolutionteam@bt.com querying the above, it doesn't exist.

I rang BT upgrade team number and spoke to one of the reps who informed me that he was both BT and EE. He informed me that all BT domestic users, with the exception of those with medical emergency connections, will be swapped to EE as their contracts come up for renewal. 

I have now decided that I spent more hours than I can afford on this matter and am going for a cup of tea to relax, Thankyou for all your advice.

[Kodikid]

Like I said they will lie to you

[imjolly]

@retrocar 

your email address is wrong for resolutions (there is no 'team' in email address) hence why it does not exist  check here and then send to correct address

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strateg...

[retrocar]

thanks for that I took it off an official BT document that give it as a complaints address, probably out of date.