Switching from BT to EE

R34GTT

I'm considering helping my parents switch from BT (phone and broadband) to EE which is a much better deal.

I have switched providers for my own place a few times but on occasions I was forced to have a new number going between 'Vodafone at Home' to Sky and Plusnet (not necessarily in that order). As they have been with BT for the past 40 years they are very attached to their phone number.

Anyway it seems that it should be possible to get my parents switched from BT to EE and keep their precious number. Is this 100% correct? I'll get it in the neck if they lose their number even if it means saving money!

Also, what about the MAC, EE state that they do not require a MAC when migrating from BT. However I've read BT will charge £30 fee if you switch provider without using a MAC. Has anyone had recent experience with this? I know EE is no longer an LLU provider but I'm not sure how this affects a switch.

Thanks!

Browntoa

and you do realise they are about to become the same company as BT have taken EE over ??


£30 standard cease charge if a MAC not used


http://ask.ofcom.org.uk/help/telephone/switching_provider

macman

Since their number was originally a BT one, and they are switching to a non-LLU provider running on the BT network, there should be no issue with retaining the number. But this is EE, so nothing is guaranteed.
If you want a better level of CS for them, I'd suggest you look at Plusnet as well, and don't forget to go via a cashback site, currently paying around £70 for a phone and broadband switch.
A MAC is normally required for a non-LLU to non-LLU migration, so I have no idea why they told you that. Get one, switch online and submit the MAC in the process.

R34GTT

Browntoa wrote: »

and you do realise they are about to become the same company as BT have taken EE over ??

Thanks, yes I'd read that but at the moment EE have better value packages for the usage my parents have.

R34GTT

macman wrote: »

Since their number was originally a BT one, and they are switching to a non-LLU provider running on the BT network, there should be no issue with retaining the number. But this is EE, so nothing is guaranteed.
If you want a better level of CS for them, I'd suggest you look at Plusnet as well, and don't forget to go via a cashback site, currently paying around £70 for a phone and broadband switch.
A MAC is normally required for a non-LLU to non-LLU migration, so I have no idea why they told you that. Get one, switch online and submit the MAC in the process.

Thanks, I looked at Plusnet but their calls package isn't suitable for the usage my parents have but I agree their CS is top notch from my own experiences.

The MAC issue is confusing, since EE's own website says this:

• No need to contact BT, we'll contact them for you to cancel your broadband

So that implies a MAC is not required and I have read other reports of EE never asking for a MAC in their order forms so it looks like the £30 charge from BT is unavoidable.

macman

No, it does not imply that a MAC is not required. Obtaining a MAC is not cancelling, it is merely an 'option to cancel'. Fail to use it via EE within 30 days and it expires.
Since you have nothing to lose, I suggest you obtain the MAC for use if required during the EE online sign up.

R34GTT

macman wrote: »

No, it does not imply that a MAC is not required. Obtaining a MAC is not cancelling, it is merely an 'option to cancel'. Fail to use it via EE within 30 days and it expires.
Since you have nothing to lose, I suggest you obtain the MAC for use if required during the EE online sign up.

I understand what you are saying about obtaining MAC not cancelling until it is used but to me EE's website is confusing, as in order to get a MAC I would need to contact BT which is what EE are saying isn't necessary.

What I have to lose by requesting a MAC from BT is another uncertainty for me, as I've read threads in the past about people who've been unable to migrate their number across because their number may have been prevented from being available for migration due to a scenario where a MAC code had been obtained but not used by the new provider.

I'm thinking the potential £30 charge will be worth paying if it means there is less risk of losing their number in the process. Now I was under the impression that a MAC had nothing to do with the transfer of a phone number but that old thread suggested there was some link between the two that could affect the eligibility of a number migrating. You sound like you know your stuff about phone and broadband switching but there is a lot of conflicting information from official and unoffical sources so I'm trying to nail down exactly what I should be doing. Incidentally I did request a MAC from BT a month ago with my Dad present but it never turned up so I will have to call them again in order to get a MAC.

macman

A MAC is purely used to migrate an ADSL service on the same line: nothing to do with number transfers. BT issuing it does not do anything, because it has no effect unless it is used.
The EE help pages are poorly written and primarily done from a marketing perspective: 'no need to call the old supplier, we'll do it all!'
Using a MAC will not have any impact on the possibility of number loss, which is very unlikely anyway.
If you requested a MAC a month ago then it has now expired anyway: they have to supply it within 5 working days.
But feel free to waste £30 if you want to...

R34GTT

macman wrote: »

A MAC is purely used to migrate an ADSL service on the same line: nothing to do with number transfers. BT issuing it does not do anything, because it has no effect unless it is used.
The EE help pages are poorly written and primarily done from a marketing perspective: 'no need to call the old supplier, we'll do it all!'
Using a MAC will not have any impact on the possibility of number loss, which is very unlikely anyway.
If you requested a MAC a month ago then it has now expired anyway: they have to supply it within 5 working days.
But feel free to waste £30 if you want to...

Thanks for the clarification on the MAC. I was following this thread: https://forums.moneysavingexpert.com/discussion/5207393

That thread is mainly about someone switching from Plusnet to BT but I assume the same logic applies to a switch from BT to EE given they are all non-LLU. Anyway in Post #7 the Plusnet rep says that MACs are no longer required by BT (so is this also the case for EE?) so, poorly written EE's website may be but in someways the Plusnet rep's response reinforces EE's stance of not needing to contact BT.

Of course I don't want to waste £30, my suggestion was that if it helped prevent number loss then it would be a price worth paying. Given your clarification on MACs not having any impact on number transfer then in theory like you suggested earlier, I'd have nothing to lose by obtaining one. I'm aware MACs have an expiry but in any case we never received it by email, phone or post so can only assume BT never generated us a MAC.

I do appreciate your responses.

macman

I was not aware of the 'new policy'. But why not get the MAC anyway, and give it to EE? If you are then charged by BT, you will have a stick to beat EE with when requesting that they refund the cease charge to you.
To summarise, there is no downside to getting a MAC.
If you don't use one, certainly do not rely on EE to 'do it all for you', because if you believe that then you will end up with BT saying that you never gave the full 30 days notice.
The cease charge has always been applied inconsistently. I ceased (not migrated) a phone and broadband service with Plusnet a few years back, and they failed to charge me the legitimate cease charge, presumably because they had not been charged by OR.

R34GTT

macman wrote: »

I was not aware of the 'new policy'. But why not get the MAC anyway, and give it to EE? If you are then charged by BT, you will have a stick to beat EE with when requesting that they refund the cease charge to you.
To summarise, there is no downside to getting a MAC.
If you don't use one, certainly do not rely on EE to 'do it all for you', because if you believe that then you will end up with BT saying that you never gave the full 30 days notice.
The cease charge has always been applied inconsistently. I ceased (not migrated) a phone and broadband service with Plusnet a few years back, and they failed to charge me the legitimate cease charge, presumably because they had not been charged by OR.

Certainly seems inconsistent, well given what you've explained I will ring up with my Dad and request the MAC again.

Just noticed there are no cashback deals anymore from Quidco or Topcashback for EE Broadband so we've missed the boat on that but I think EE is still the best deal as their anytime calls package includes mobile and international numbers which my parents call frequently.

Thanks for your advice.