Long story short(ish)... My partners' wifi coverage at home wasn't great so she was upgraded by BT in May 2024 to a Smart Hybrid HC10A and a necessary disc. BT Home Tech Expert came and set up - all now working perfectly.
In July, BT confirm 'old kit returned'. But, in Sept, message that 'kit not returned, £93.00 charge...'
Partner called BT to advise that kit had been returned. (And credit later received, no issue).
BUT, as part of that phone call, she was asked if she'd like to 'save £5.00 on your mobile phone bill?'.
Naturally, she said yes, and without realising, her broadband and mobile account is now being ported over to EE. She only realised this when another new router arrived, along with a sim card.
As I understand the technology, her BT discs will not work with the EE router? In any case, having only been installed in May, the BT kit is working perfectly and she has no wish to disturb her current arrangements. She also doesn't want to have to switch her mobile to EE, due to much negative feedback from friends.
So, she completed and sent back the EE cancellation of contract form, within the allowed 14 days. And asked BT to restore her account. They couldn't as EE had already stopped it. Now the problem has grown.....
The new EE account requires a password to access. She's never been asked for one, and has no access to the website.
I have tried to talk and e-mail both EE and BT and come up against a wall of quite deliberate obfuscation, delay and 'data protection' excuses. (please supply phone number / address / account no etc - these were all on the initial cancellation document, etc, etc).
My partner ('the customer') is busy working in the U.S. right now, and can't deal with this mess. I need to get it sorted by month end, so she has her reliable broadband and mobile back working again.
Who can I contact??
