topic Termination fee for upgrading in Broadband & Landline

Termination fee for upgrading

Damienr — Mon, 31 Mar 2025 10:17:19 GMT

Been charged £156 termination fee even though haven’t terminated my contract just upgraded which said was free upgrade online , been on the phone to ee and was told nothing they can do.

Re: Termination fee for upgrading

Chris_S — Mon, 31 Mar 2025 12:31:44 GMT

Hi @Damienr I'm concerned to hear that you've been charged a £156 termination charge when you upgraded.

DId you get any more information about why the £156 was applied when you called?

Chris S

Re: Termination fee for upgrading

Damienr — Mon, 31 Mar 2025 13:10:00 GMT

No the call handler was very unhelpful at first she said it was for our phone service which we don’t use. Went away came back and said it was a termination fee but we only upgraded to WiFi 7 didn’t terminate anything. We were told until they receive the old kit back they can’t help us any longer.

Re: Termination fee for upgrading

Linzi_H — Mon, 31 Mar 2025 15:18:55 GMT

Our team over the phone is able to explain your bill clearly @Damienr, so I'm concerned to hear that there's still some confusion about how this charge has been applied.

Has our team explained the next steps so you know what to do?

If they haven't, my advice would be to call us back when you have the chance, open a complaint, and escalate this to a team leader if needed.

Linzi

Re: Termination fee for upgrading

Damienr — Mon, 31 Mar 2025 19:42:40 GMT

They really were not interested, they said ring back when they have received the kit back. And then and only then can they help us, the issue is why was a termination charge added to the bill when it was a free upgrade,

Re: Termination fee for upgrading

Mustrum — Mon, 31 Mar 2025 20:05:19 GMT

@Damienr Can you go into a bit more detail when you say a free upgrade?

What service have you upgraded from and to?

Whilst no one on here has account access, I am sure with a bit more info there will be something that can be sorted.

Re: Termination fee for upgrading

Damienr — Tue, 01 Apr 2025 05:32:29 GMT

Upgraded from a smaller gb to larger with WiFi 7 went through the contract and basket with £0 to pay. Why would I be offered an upgrade in service if I was in contract and surly it would have said a termination charge when it gave you the breakdown of the services? As I said I spoke on chat the guy said I had to call when I called at first they didn’t have a clue what it was , then said it was termination fee. then said nothing they can do until they receive the kit back.

Re: Termination fee for upgrading

Damienr — Tue, 01 Apr 2025 05:35:24 GMT

Just gone through the bill and it’s marked as broadband extras? I don’t have any extras so it’s not even marked down as termination fee on my bill.

Re: Termination fee for upgrading

Linzi_H — Tue, 01 Apr 2025 09:02:27 GMT

I definitely think calling us is the right thing to do here @Damienr
Please ask our team to clearly explain the charges, and request to open a complaint if you haven't already.

Linzi