topic Re: Over charged for broadband in EE app and website

Over charged for broadband

Jason777 — Tue, 13 Jan 2026 23:01:19 GMT

I went to an EE shop was told my broadband would be £27.99, when talking to EE on phone was told the shop were talking rubbish this didn't exist, and I am getting charged £34.99. Now all I see is adds for £27.99. I feel completely cheated. Is this EE policy to mislead existing customers and over charge them

Re: Over charged for broadband

Linzi_H — Wed, 14 Jan 2026 09:16:48 GMT

Hi @Jason777

Welcome to the Community.

If you've signed up for a deal in one of our stores for £27.99, then I'd also expect this to be your monthly price.

I'd suggest speaking to the store directly for some clarification, or our team over the phone will be able to investigate this further for you.

If you've already done this and are no further forward, then the best next step is to open a complaint. You can do this with our team over the phone, or Fill out our complaints form, and a member of the team will get back in touch in the next 7 days.

Linzi

Re: Over charged for broadband

Nick239 — Mon, 13 Apr 2026 00:19:05 GMT

I had the same thing, I was told £26.99 yeah it goes up in March but now suddenly my bill is £35.99? So it went up £9 in one month, its fraudulent practice and I've already lodged a c9mplaint with ofcom and an email to BT asking about the pricing, id suggest as I do that you record your phone conversations with them as otherwise you have no proof.. I did lucky so let's see them lie their way out of thos one

Re: Over charged for broadband

Peter_W — Mon, 13 Apr 2026 07:17:14 GMT

Good morning @Nick239.

Have you had a chance to query this with our team directly yet?

We would expect your price to match the terms you initially agreed to, and there's a chance the charges you've seen here could be due to other factors.

They will be able to check this and give you a breakdown, but if you remain unhappy you're welcome to escalate your complaint, as per our complaints process.

Ofcom do not deal with individual complaints, but if we can't agree on a resolution at our end, your complaint will be placed in deadlock and referred to the Communications Ombudsman for independent review.

Peter