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Migrating from plusnet to EE broadband while still in contact

Mark468
Explorer

‎02-04-2024 03:36 PM

I was recently sold an EE broadband contract. I was still in contract with plusnet but was reassured several times by the salesperson that it’s not a problem and that EE will pay the early termination charge. Anyway, they didn’t and after several more phone calls and reassurances that it will be sorted it still isn’t. In fact now plusnet has sold the outstanding bill to a debt collector. Has anyone else experienced this? I feel my only option now is to report to ofcom 

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4 REPLIES 4
John-C
EE Community Support Team

‎02-04-2024 07:14 PM

Hi @Mark468 sorry you haven't received a credit for the termination charges of your Plusnet account.
I've had a look at Switching Credit | Broadband Help | EE and it says " Offer excludes termination charges from BT Group (BT, EE and Plusnet). 
If you were told this on the call placing your order we'll be happy to get the call recording checked.

Cheers

John 

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XRaySpeX
Grand Master
Grand Master

‎02-04-2024 07:31 PM

@John-C : How come many on here coming from BT are having their termination charges waived but not coming from PN? Both ISPs are exclusions in the article you referenced.

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Mark468
Explorer
In response to John-C

‎02-04-2024 08:52 PM

Hi John-C
I would welcome this. My wife and I were both told in person in the EE shop that our PN charges would be covered by EE. Then again by EE on the phone on 5 separate occasions, so you can take your pick or listen to all of the recordings.
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Daniel-S
EE Community Support Team
In response to Mark468

‎03-04-2024 09:09 AM

Hi @Mark468,

I have sent you a private message about this. Once you reply, it will go through to one of my team. We're all moderators on the EE Community and we're guides for EE so we will do all we can to help you.

Thanks,

Daniel-S

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