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Message 1 of 6

Help need to sort out broadband contracts and knock on onto web interface - the annual problem!

After 5 or 6 hours on the phone, I'm reaching out to a moderator to give me a hand in looking at my accounts and sort them out. I don't know what contracts are in place with EE and what is with BT. Services  are still working, but  I won't be surprised if something stops!!

My  BT account is wrong and in important areas unusable and the EE app doesn't work either for the two transferred mobiles.

Start of this was my renewal of my expired comprehensive  BT contract a couple of weeks ago. The guide asked me to move all my services to EE (and I understand why), so I had to renew two mobile, broadband, and TV contracts.

That guide set up a new EE account, rather than a transfer from BT which was what was needed. The result was I was going to lose my home phone number when they changed me to DV.

So, when I found out the next day, I cancelled that contract and re-contracted (I thought) with BT for broadband and TV and agreed to transfer mobiles to EE. 

That's when things started to go pear-shaped.

After two weeks and multiple calls, my BT account does not show the broadband contract. It still shows contracts(I think)  not cancelled.

...and things are going on that are at the best, confusing and at the worst, there are signs that they are going awry! 

For instance: delivery of equipment today suggests DV is to be implemented, but the deliveries were duplicated : a letter  today saying someone else was taking over my phone.

Could someone on the forum help? I'm not confident that 150 is going to resolve this all after 5 or 6 hours of calls, music, etc. From past experience, the folk who can help resolve this  are the BT forum support people. So can we engage please?

 

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Message 2 of 6

Re: Help need to sort out broadband contracts and knock on onto web interface - the annual problem!

Are you in travelling distance to an EE/BT shop? I have found them helpful as you get face-to-face contact and they have your details 

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Message 3 of 6

Re: Help need to sort out broadband contracts and knock on onto web interface - the annual problem!

@newtonmac 

Unfortunately the moderators no longer have account access.

 

 

 

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Message 4 of 6

Re: Help need to sort out broadband contracts and knock on onto web interface - the annual problem!

Hi @newtonmac 

I'm so sorry to hear about the trouble you've been having with your broadband, and with getting this sorted with the team.

@Keith_Beddoe is correct. We no longer have account access here on the Community, so we wouldn't be able to get this resolved for you, but if you get back in touch, I'm hopeful the team can sort this.

Rach

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Message 5 of 6

Re: Help need to sort out broadband contracts and knock on onto web interface - the annual problem!

Thanks for the help all. Rach would you prefer me to post the long story or private message? 

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Message 6 of 6

Re: Help need to sort out broadband contracts and knock on onto web interface - the annual problem!

That is up to you @newtonmac, but it would be better to give the team a call, as we aren't able to help with this here.

Rach

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