Switching to EE

[Mace99]

I switched to EE Full Fibre 150 from BT broadband. The EE order was placed in Mar 25 and in July 25 the fibre line went live. Despite the promises on the EE website by BT account wasn't closed when the EE service started and BT still billed me for their line. EE also billed me for theirs, despite being the same company. 

I have spent the last 3 weeks trying to get my BT account cancelled. The only way it seems was for me to call the 'loyalty team'... horrendous waiting times. Finally got through and spent over 1 hour listening to the dreadful music.  BT promised to call me back in 2 days, hopefully with news that the account is finally closed. 

I should have switched to Virgin or Sky.....

Apparently the reason the BT account wasn't cancelled is because I placed the EE order online and not by calling them??? I thought we lived in an online world... obviously BT don't. 

[Alex_H]

Hi @Mace99,

Welcome to the BT Community

I am sorry to hear your move to EE has not went smoothly and has left an open BT account, that is certainly not how its supposed to go when ordering new broadband for the same address, regardless of ordering online or not.

Please let us know if everything does get resolved with your BT account when you receive your call back. 

Alex

[Mace99]

Alex.

Thanks. Will do.

[garybs29]

Sounds like you ordered a new line on FTTP & didn't switch the old accoint which was likely FTTC by the looks of it & have 2 services running

[Mace99]

Hi Alex.

I've just received another bill from BT for September, so the account appears to be  open. There was no call back from the loyalty team just an sms message on 14 Aug saying they were trying to resolve the situation. 

[Mace99]

Hi Alex.

Here's a transcript of the sms message I received.

Hello Stuart, it's Toni from BT. there's still a few issued in the background that need to be fixed before we can close the account down, im working with our connections team just now, i may need to go to our NCE team to get them to close in in the background, i do apologise i hope to get this sorted as soon as possible ill give you a call as soon as i get an update Thanks.

[Michael_D]

Thanks for the update @Mace99.

Have you heard anything else since that text on the 14th? 

It does sound like it is still being looked at, and that Toni will get back to you when they have an update available. 

If you did want to see if there has been anything else in the meantime, it would need to be a call to our customer service guides so they can check the account.

Michael

[Mace99]

Still no word regarding closing my BT account. I have a BT bill due in 2 days and another scheduled for 24 Sept. Meanwhile I'm getting bills from EE also. 

I don't think anything is being done. No doubt I will get a final demand and court summons when the BT bills aren't paid.

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[Lesley_W]

I'm sorry you haven't heard anything yet @Mace99 

I'd recommend giving the team a call to check this. @Michael_D has provided a link with all the ways to contact.

Lesley

[TimCurtis]

In the good old days the moderators on here would just pick these issues and get them resolved quite quickly but now it's the same as on the EE forum unfortunately.  In some many ways BT/EE have become no better than anyone else whereas the support on here previously was pretty damn good.