Trying EE Broadband for 2 weeks but 'thing' has arrived??? Help please.

[GillyFB]

I have agreed to try EE - I have a BT Hub and on old copper line.

First person I spoke to about trying this explained that the equipment, as I understood it, would be plugged into a socket.  He said if I wanted to go into our conservatory for example I could use an extension lead.

It was agreed I think about it and he was going to call me back. (I appreciate very busy so called again.)  So finally had another Guide and it was all arranged I try it.  He would ALSO send out free of charge a Wi-Fi Booster.

Today I have received a little white thing not as big as my mobile.  I looked on utube about setting up and found the video.

BUT - I saw another video showing an EE Hub that you plug in - which is more like my BT hub idea.

Do you think I have been sent the wrong thing?

[rbz5416]

I can't make much sense of this I'm afraid. No idea what "trying" EE means? If you've been moved to EE then that's pretty much it. There's a very long tale of woe on here from someone who was moved without permission & now struggling to get back to BT.

What "equipment" & "socket" are you referring to & what is the relevance?

BT/EE don't do free  WiFi boosters. You pay a monthly rental for them.

"A little white thing" isn't terribly helpful. But if you have indeed been sent a square booster then I believe they only work with the appropriate EE router.  

[GillyFB]

Ok - 'trying EE' - I have been with BT and Broadband for many years.  I discussed moving from them and they suggested now they have joined with EE - what they can offer me.  I said that I wanted to keep the date of my BT in force if that was possible IF the new 'EE router' which they insisted would improve my speed did not.  He said I could and the EE 2 week trial would only change over to a contract  if I was happy. IF NOT - return the EE router within the 14 days.  

Note: we discussed the new plan if I wanted to go ahead with that which was I still keep my BT Landline with additions that are F & F International and unlimited calls but my broadband would be with EE. (I was sent is a flat thing about 9cm wide and the bottom slides off and a SIM goes in. Nothing like your picture of my BT Router)

[rbz5416]

I hope you have all that in writing as I've never heard of any such trial. You also won't be able to have broadband & phone separate as you suggest.

What you're describing sounds like a Hybrid Connect device. The purpose of that is to provide backup service if your broadband connection drops. Usually an expensive add-on & only of any use if you have good EE mobile coverage.

I'd urge you to thoroughly read any email confirmation you have been sent regarding this, to confirm the conditions you were promised. I strongly suspect it's pure fantasy designed simply to get you moved over & earn commission for whoever you spoke to.

[GillyFB]

Thank you - to you both.  I think I will send back what I have now and phone BT staying on the line even if it is a 1 hour wait, to confirm what has been sent and to cancel the 'trial'.

It concerns me that you both feel something is wrong.  I have had no email from BT to state what the terms would be if I accepted the two week trial period.

I have the names of the 'Guides' and days that I spoke to them. 

Both guides confirmed that our BT Landline will remain with line rental, unlimited minutes, Friends & Family International and then £34 for the EE Broadband. 

[GillyFB]

Short update after many hours on phone.  (NOT complete saga)

The 'thing' was a dongle that should not have been sent.

Next to arrive was a hub last Sunday and Guide apologized for ALL trouble.  He said it looks like another Hub is also arriving. (So I had to deal with that)  I then on Monday get a mobile phone Bill contract for £10.

I phone them on Monday to say take everything back - I do not want to see EE again.  She arranged a DPD for yesterday.

Post arrived  just after collection with another Bill of £42.80 

Immediately I phoned EE - basically useless being told of women's names I hadn't spoke to.  Then!!!!  I am told I have used  68 mins of time on my  package on a number ending in xxx and is that the number I am calling from!!!  I told them I do not possess that number.  Guide admitted it is a mess and wanted a supervisor to talk to me but was unable to.   PLUS - he said it is a SIM bill and I said both SIMS sent to me are still in sealed packet. (I had not got around to snapping SIMS as told on Monday.)

Conclusion - I then about 6 pm phoned BT  to ask that EE had not tampered with my contract with them - he assured me nothing had been stopped.  I am holding my breath!!!!!!!!!!!

[licquorice]

I have notified the mods, they don't have account access any longer but should be able to escalate this for you.

[GillyFB]

Thank you - I spoke to a BT Guide last night who said all was still OK on my BT Account and even text to confirm this for me. But - after this nightmare with EE it just worried me.

I just want to go back to how I was before EE came into my life - which at the time seemed worth trying.  What makes it so disagreeable is to have not used any of their equipment and to be asked if I am phoning from a mobile with the numbers ending in 101and to be told I have used 68 mins of time!

Sorry I must stop writing now - it has been so stressful.

[Christopher_G]

Hi @GillyFB 

I've sent you a private message to try and get you some help with this. Could you take a look and get back to me please?

Thanks

Chris

[GillyFB · Accepted solution]

Thank you Chris - what a star.  You have helped a 79 year old lady to be able to wake up in the morning and think that EE  nightmare is over.

I think the Guides require basic  training to ask the right questions in the first place, to confirm what the customer needs, to confirm what equipment will be sent and finally make sure information is not left off.   If I could bill my time to them just how good that would be!!!   Maybe it would help EE be aware of their ' teething' problems which surely  is not hard to solve or is it? 

My 30+ grandsons came to visit and they could hear one of my last phone calls trying to get things sorted.  They were telling me to ring off as it sounded like a SCAM to them.