Financial loss

[pettit1988]

Hi, 

so recently, I called BT to see if they have a device where I can use WiFi when I’m on the move to save having to use hotspot on my phone. 

the agent told me that this was possible for £13 extra a month and I would also have a few additional benefits (which isn’t really a benefit as my line is restricted as no fibre yet installed etc) as this sounded perfect, I went ahead with the upgrade. 

a couple of days later I realised that I’d been moved to EE and I got sent all new routers etc but no device. I called BT/EE (now merged) to ask where my device was and was informed there no such thing. 

After hours on the phone with multiple people, I’ve been repeatedly told, even tho I’m in my cooling off period, that I cannot have my old deal back. I explained that I was miss sold this “move to EE” and that I just want back what I already had or like for like. My only way out is to cancel (which I worry will trigger fees due to my original contract with BT) or just pay £13 more a month (which is actually £16 as they added another £3 for phone calls which I don’t have a landline) but surely under the consumer rights act, I should be given what I already had and compensated with any losses. 

I don’t understand how this is even possible and how EE/BT are getting away with it. I’ve been told on numerous occasions, I’ll get a call back but I don’t and I raise a complaint, and they even get closed down. I feel like it’s a bad dream as it seems unreal what is happening. 

the only reason I want to stay with BT/EE is because I already have invested in my own repeaters that are only compatible with their modem which puts me in a bigger financial loss if I leave. But principle has to come in to play here and I feel my only option now is the comms ombudsman 

[Keith_Beddoe]

@pettit1988 

As you are now with EE, you will need to raise the issue on the EE forum, as nobody on the BT Retail forum will be able to help.

https://community.ee.co.uk/

[pettit1988]

Hi, 

thank you for your reply. But my point being, I called BT for the upgrade and as BT and EE have merged, it was a “BT engineer” that miss sold me the package. It’s BT that I want to stay with and I never wanted to move so how is this happening when I’m asking that it don’t. 

EE pretend to be BT. I tried to speak to BT earlier and when they text you a pin, it comes through as EE

[gg30340]

Unless you were told up front that you would be moved to EE and the cost etc of the package you were being moved onto I would agree that you have been duped by the BT Customer Service rep.

As you contacted BT and were dealing with BT it is BT that should rectify this and you should not be fobbed off that it is an EE problem.

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

[chrisjp]

The whole migrating customers from BT to EE (often without telling them) is a mess, compounded by BT representatives either ignorant or incentivised to tell untruths to get a sale and their commission. Since it was BT that initiated this change to EE for the OP, and since they didn't tell him they were doing it, surely BT should own the issue and put it right?

[Keith_Beddoe]

BT do not have field engineers. What you had would have been an Openreach Field Technician.

Although BT and EE now come under the same organisation, customers are dealt with by different teams, so if you want to cancel EE under the 14 day cooling off period, you will have to contact EE and not BT Retail.

[pettit1988]

This is amazing. Thank you so much

[pettit1988]

That’s great, but how do I get my bt package back or even speak to someone at BT to tell them I don’t want to leave, as every time I try to call BT now, I seem to be talking to someone from EE. 

[licquorice]

Just wait for the BT mod to post on the forum tomorrow with an invitation to contact them by PM.

[gg30340]

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@Keith_Beddoe wrote:

BT do not have field engineers. What you had would have been an Openreach Field Technician.

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Openreach Field Technicians do not sell anything for either BT or EE so I could be wrong but I think the OP has just got the names mixed up.