Why is BT and EE confusing itself with customer accounts?

[seabed]

2 years ago I was with BT Broadband. I wasn't asked but put onto EE Broadband? I protested and nothing was done. I had many problems with EE over the two years none of which was solved and just kicked aside by them? My contract finished in August 2026. I then moved back to BT from EE broadband? It seems both are get confused with each other? I've tried contacting BT from many sources without any luck? My problem is, I am no longer a EE broadband customer, Emails are telling me to set up a new account with BT, passwords, email etc? I clicked on the link which BT sent me to setup the account. I am using my same email address I've had with both BT (in the past) and EE which I recently left?

Using my email address on the BT website keeps transferring me to EE Broadband? I've tried using BT Broadband account to set up my new service and it keeps telling me they don't recognise my email? I then tried to change my password with BT. I was sent a link, that I could change my password. I used my email address and when the email came through, I clicked on the link and changed my password? This was all done. I then went to login on BT Broadband, (where I changed my password 10mins ago) and it tells me email address and password not recognised???

I waited half hour tried again, still the same? I have a EE acount for my mobile service through EE which is still in use?

I'm beginning to wonder if EE and BT who are the same are getting confused??? All I want to do is setup my new BT account as an email sent to me 1 hour ago has informed me my new bill is ready? To view I need to setup an account!!!

Now I'm getting frustrated and angry. I cannot contact, email, or speak to anyone as when I try for BT dial 150 I get EE?

Now I can't talk to anyone as I keep being directed to EE who I no longer have a broadband account?

I need help with this? Anyone any ideas?? PLEASE!!!!

BTW I have both EE and BT apps on my iphone Using the BT app is totally useless

[gg30340]

Have you tried using your previous BTID and MyBT. If you have access to that you can add your "new" BT Broadband to that saving the need to start a new BTID and MyBT account.

[garybs29]

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@seabedwrote:

Now I'm getting frustrated and angry. I cannot contact, email, or speak to anyone as when I try for BT dial 150 I get EE?

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From an EE mobile by any chance? If so would be expected!

[seabed]

When BT transferred me over to EE against my will and protests they closed my BT account without telling me? I've been on the phone for over an hour sorting this mess out? My EE BB service ended on 26th August, my new BT BB service started yesterday but EE have now billed me to the end of September!!!

I was told I needed to create a new account with BT with a different email and password!

[seabed]

I have downloaded the BT app. I already have the EE app? Ill keep that for my mobile phone but EE should have cancelled my BB but didn't.

[garybs29]

This might sound harsh but you've made a choice to go from BT-EE without a formal process for doing so, your bills will be based on the normal switching process to another provider & not a transfer between brands. You make no mention of what the issues were with EE but have suddenly decided to make a move off your own back & are now moaning about 2 companies not knowing what they're doing caused by your own choice!