BT & EE broadband – have you been moved ?

Monanore

I’m paying a lot for BT broadband but I’m happy with the service and the support.

I’m out of contract, but if I ask them to reduce the price they want me to sign up with EE,which I don’t really want to do, especially in view of the really bad customer service reviews.

Has anybody done this ?  If so, who then does what – i.e. do you still go to BT for technical support but have a different home page for account stuff ? Or what ?

And what’s been your experience ?

Thanks all.

Keep_pedalling

If you went on bad reviews you would never go with any BB providers as you can find terrible reviews for all of them. 

Clive_Woody

We switched at renewal and have noticed no change in service and we were able to negotiate a reduction in price. We still have the same BT router (although I use MESH devices) but the wifi is just listed as EE wifi now.

mebu60

I switched my partner as I managed to get her a much reduced price for her package. Still have the same BT router but she received a new EE tv box and you have an EE account login too. Needless to say it took a couple of billing iterations to get the bill amount correct but we've had that with BT before, customer service is the same people whether it's BT or EE, they do both. Otherwise it's the same service but cheaper.

The only reason I've not switched myself is that I have BT mobile and the EE mobile options are more expensive with no 'roam like home' feature. In fact, the EE package to use mobile abroad is per billing period so if your trip spans two, even if you are only away a week, the already expensive extra doubles in cost. When we get to the stage of enforced migration to EE I will switch my mobile elsewhere beforehand. 

400ixl

When you look at the Ofcom customer satisfaction (2023 edition) https://www.ofcom.org.uk/phones-and-broadband/service-quality/report/

BT has 3 providers BT, EE and Plusnet (Plusnet does not do Landline services any more). Added a comparison of a poor ISP for context.

Broadband Satisfaction with overall service: (EE out performs BT, but not Plusnet)
BT - 83%
EE - 85%
Plusnet - 89%
TalkTalk - 78%

Customers with a reason to complain: (EE out performs BT & Plusnet)
BT - 19%
EE - 13%
Plusnet - 20%
TalkTalk - 24%

Customers overall satisfaction with complaint handling: (EE level with BT but out performed by Plusnet)
BT - 55%
EE - 55%
Plusnet - 53%
TalkTalk - 46%

Complaints per 100k customers (EE out performs BT and Plusnet)
BT - 35
EE - 22
Plusnet - 46
TalkTalk - 67

Given that over time all BT residential (and Plusnet who want a phone line) customers will be moved to EE going earlier is probably not a bad move. Or if you don't need a phone line then Plusnet may be a better move as it will be cheaper.

All 3 BT companies use similar backend systems, Plusnet have a UK only call centre, BT and EE have a mix of onshore and off shore.

You are not likely to see much difference between BT and EE unless you have a rare issue happen that cannot easily be resolved. Plusnet will likely be cheaper, but no longer do phone lines.

EssexExile

I changed to EE when I went FTTP a few months ago. Different homepage for accounts, similar to BT, I've not needed any technical support but it is available on the EE website.

pseudodox

If you move to EE what happens if you have a long standing BT email address?  No idea how many people & sites I will have used this for over 20 years.  Change would be a nightmare!

double_dutchy

pseudodox said:

If you move to EE what happens if you have a long standing BT email address?  No idea how many people & sites I will have used this for over 20 years.  Change would be a nightmare!

In general if you leave BT you can keep your BT email address(es) but after a short period you lose access to most of the "premium" features unless you pay £7.50 a month....but if you are switching to "new EE" you should be able to retain all the BT email features without charge - see this link:

What happens to my BT Email if I move from BT to N... - BT Community

pseudodox

@double_dutchy
Thank you for that link.  Initially it seems very reassuring, however there does still seem to be some confusion in the 3 pages of follow up posts.  I have no idea what "premium" features I have/don't have anyway.  I do have a Gmail account but I have kept my BT email as it allows me to have up to 11 different addresses (I suppose useful for families) of which I have often had 3 or 4 set up to use as throw aways.  Currently have just one extra as it is used exclusively for a particular community interest of mine.  Keeps a lot of iffy emails away from my primary account & can be easily discarded if it gets hacked.

When the time comes to move to EE I will be asking them questions and saving any answers I get!  I am getting too old for all this so called progress!

double_dutchy

If you have "basic" BT email then you can only access email via bt.com (i.e. via webmail not an email client like outlook) and, although you can keep existing email addresses, you won't be able to change any or add any new ones

pseudodox

Ah!  So I must have "premium" as I access it via Outlook on a desktop PC.
Thanks.