topic Re: EE switch credit in Broadband & Landline

EE switch credit

R7AJV — Sat, 18 Jan 2025 13:23:09 GMT

Has anyone received their switch credit I have waited over 28 days. I have had no communication to say my email has been received and have now sent several more. None have been answered!

Re: EE switch credit

Mustrum — Sat, 18 Jan 2025 13:35:48 GMT

@R7AJV what is it you are trying to do? And which email have you used?

Is this the process you are following? https://ee.co.uk/help/broadband/getting-started/early-cancellation-credit#:~:text=If%20you%20choose%20to%20switch,credited%20to%20your%20EE%20account.

Have you looked on your account for the credit?

Re: EE switch credit

R7AJV — Sat, 18 Jan 2025 15:04:54 GMT

I sent emails to switch-team@ee.co.uk to request payment for my cancellation fee of previous provider and no money has been credited to my account and it’s well over 28 days plus no response either from any email I have sent

Re: EE switch credit

Mustrum — Sat, 18 Jan 2025 15:20:15 GMT

@R7AJV did you include a copy of the invoice?

Has your EE broadband been activated?

Who was your previous supplier?

Re: EE switch credit

R7AJV — Sat, 18 Jan 2025 18:18:46 GMT

Yes all attached to email as requested. Broad band has been activated. One Stream was my last provider

Re: EE switch credit

Mustrum — Sat, 18 Jan 2025 18:25:07 GMT

@R7AJV then all I can suggest is you ring customer services.

No one on here has account access so knows what has happened.

Hope you get it sorted soon.

Contact us about your broadband and landline

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Re: EE switch credit

JimM11 — Sat, 18 Jan 2025 19:30:07 GMT

@R7AJV You should also have a look see on your account billing, there might be something as applied credit.

Re: EE switch credit

R7AJV — Sat, 18 Jan 2025 20:14:02 GMT

Called accounts and billing yesterday they have given me a ref number for my query but all they say is to email them again but I’m not getting any response …. Just wondering if anyone else has had the same problem?

Re: EE switch credit

Linzi_H — Sun, 19 Jan 2025 08:46:31 GMT

Hi @R7AJV

If you still don't have a response from your email and it's been over 28 days, please contact us directly so the team can escalate this.

Linzi

Re: EE switch credit

R7AJV — Sun, 19 Jan 2025 15:01:50 GMT

Thanks Linzi, will give it till Tuesday and let you know.

Many thanks
Mandy V
Sent from my iPad

[Mod edit - removed full name from post]

Re: EE switch credit

R7AJV — Tue, 21 Jan 2025 11:40:49 GMT

Hi Linzi

i have already contacted EE as it’s over 28 days they have given me a ref number for escalation and still not had contact from anyone, this was last Friday morning plus have sent email again last Friday to the switch team So at a loss what to do next ?

Re: EE switch credit

Linzi_H — Tue, 21 Jan 2025 13:58:37 GMT

I'm so sorry that no one has been in touch with you yet, and I appreciate you've been really patient waiting for replies @R7AJV

I would suggest using our complaints webform to escalate this further, and the team will respond within 7 days.

Linzi

Re: EE switch credit

SueW77 — Thu, 06 Mar 2025 11:20:33 GMT

@R7AJV - did you get anywhere with this?
I have exactly the same issue, received the "you claim has been successful" email on 8th Jan but nothing has happened.
Have tried chasing up with the switching team via email but no reply.

Re: EE switch credit

R7AJV — Thu, 06 Mar 2025 12:34:07 GMT

Hi
I didn’t ever get to the ‘you have been successful payment email’. I rang customer service again for the third time and finally spoke to someone very helpful, explained the situation and she sorted it out for me and received payment within a few days.

I did however two weeks later receive an email from the switch team 8 weeks after the first email I sent. But replied saying it had been sorted by customer service.

The switch team service is totally useless as far as I’m concerned, surely they could at least have an auto response email to confirm they are receiving emails considering there is a time frame to complete the payment compensation !

Good luck and hopefully you speak
to the same lady I did at customer service

Many thanks
Mandy
Sent from my iPad

[Mod Edit: Removed surname]

Re: EE switch credit

SueW77 — Thu, 06 Mar 2025 13:46:57 GMT

Thanks Mandy.
I'll give that a try 🤞

Re: EE switch credit

Danny8989 — Wed, 28 May 2025 15:25:57 GMT

Im still waiting 41 days later, ive started a complaint its a joke really, we shoud get what is promised not have to fight for it, its bad in ee, just means next time I will be going elsewhere

Re: EE switch credit

Leanne_T — Wed, 28 May 2025 17:54:27 GMT

Hi there @Danny8989

Thanks for coming to the community.

If you have emailed the final bill from your old supplier to switch-team@ee.co.uk and you have not heard back within 28 days, please give us a call and the team can help get this sorted for you.

If you have opened a complaint, the team will be in touch once this has been looked into.

Thanks very much.

Leanne.

Re: EE switch credit

R7AJV — Wed, 28 May 2025 19:34:08 GMT

Just keep calling them Danny eventually you will get through to someone who knows what todo ! That switch team is a joke!!!

Re: EE switch credit

Johnboy1469 — Thu, 28 Aug 2025 09:55:35 GMT

Absolutely disgusting I’ve been waiting for 3 months and nothing

Re: EE switch credit

Peter_W — Thu, 28 Aug 2025 11:31:54 GMT

Hi @Johnboy1469.

Welcome to the EE Community!

Have you had any correspondence at all from our team on this one?

You need to be sure to submit your details for the switching credit within 2 months of your connection going live, and the details between each account need to match exactly too.

You can find more information on the switching process in our article here:

Switching Credit | Broadband Help | EE

Peter