Why is BT and EE confusing itself with customer accounts?

[iniltous]

There has never been compulsion to move to EE , there was gentle persuasion, there may have been a financial benefit , same product, cheaper price for a while  , and indeed some premium products such as 1.6Gb broadband only available on EE and not BT , and although the corporate vision as BT the business brand and EE the consumer brand was dropped , there is seemingly a residual preference in some cases (presumably depending on the agent you speak to ) to offer EE as the main residential brand, but it’s not compulsory, I’ve renewed FTTC recently, and currently in the process of a FTTC to FTTP migration and at no point was EE pushed or suggested it was necessary to take a move to EE to continue…staying with BT was never an issue , it’s a myth to suggest moving to EE  is anything other than an offer that can be politely refused if staying with BT is your choice .

[seabed]

Well, in my case it was 'You are' not 'would you like to'? Correspondence to BT at the time is recorded in emails I have. You have your opinion, I have mine.

[Kimberlin]

@seabed  This is entirely the reason I no longer waste precious breaths of air talking to an ISP when it comes to renewal. One Touch Switching for customers such as myself who no longer use, need or want a landline, was literally the best thing introduced. I have absolutely zero brand loyalty to any company, therefore listening to some confused BT/EE employee who perhaps doesn’t know a ONT from a Cat6 Ethernet cable, doesn’t instil the slightest confidence. I certainly wouldn’t tolerate being told that I had to migrate to either one of the platforms just because a Customer Service representative says I must without any foundation. I can’t personally think of any other reason why a Customer Service representative would deliberately obfuscate other than for the benefit of themselves.

[chrisjp]

I suspect there may still be some commission payable to CS reps who "persuade" a customer to move from BT to EE, so whether you get politely asked if you want that move, or whether you get told it's compulsory depends on the CS rep you happen to get when you call them and how keen they are to maximise their commission.

[Kimberlin]

So basically, it’s down to the strength of character of the customer to tell said customer service representative politely, where to go.