This post will be therapy for me, apologies in advance…
I will be leaving BT in May next year when my current FTTC Halo3+ contract expires.
Generally the connection and hardware has been very reliable, which is important when I regularly work from home and have teenagers.
The support of key staff members through the BT community has been excellent when I have had the odd issue, but this is where the pain starts, because I have had to reach out when their online services fail (often), or when I have called and the call handler has done something completely different to what was agreed on the call (lied is a strong word…).
The comms they provide is beyond poor and, based on the number of complaints I see on forums, they are clearly making a pigs ear of transferring BT customers to EE, where the app and background systems all seem to be held together with the same mouldy string the BT systems are.
The new WiFi 6 hub that is offered by EE doesn’t appear to cover itself in glory either currently.
Someone also mentioned all the add ons, so it is also worth pointing out that a number of service add ons that were/are included with BT are either being closed (BT Cloud), or are chargeable extras on EE.
For example, I have included Norton and PAYG Digital Voice with BT, both cost extra with EE.
My Halo3+
includes a free upgrade to Full Fibre 100 when FTTP arrives, with no need to re-contract which is in the terms still on the BT website today. Others who have got the same arrangement have upgraded and of course, been re-contracted for another 2 years because the computer says no.
Ultimately they are a huge, overly complicated, slow, disorganised lump of a group with “customer service” agents who now seem overly focused on what they can sell you rather than help you with, awful self serve options that simply don’t work and you are better served using pretty much any other Openreach based service provider.
That’s why I will be leaving anyway!
