topic Re: Called to move home, switched from EE to BT - WANT TO CANCEL! in Broadband & Landline

Called to move home, switched from EE to BT - WANT TO CANCEL!

Lili876 — Thu, 03 Apr 2025 13:21:48 GMT

Hello,

I've called EE today as I am moving home next month.

The agent told me it's not possible to move my EE contract and put me on a new 24 month BT contract. I had only 7 months remaining on my EE contract. I told her and she said she will leave a "note" on my account.

I already received an email from BT, but with no account number whatsoever, not even my name, just contract terms.

I am very uncomfortable with this and want to cancel this new BT account immediately and weight my options.

Re: Called to move home, switched from EE to BT - WANT TO CANCEL!

Mustrum — Thu, 03 Apr 2025 13:42:00 GMT

@Lili876 You would need to call again if you wanted to cancel.

But what are your concerns?

If you went elsewhere you would need to pay early termination charges, so it is normai; to waive those in return for a new contract.

Re: Called to move home, switched from EE to BT - WANT TO CANCEL!

XRaySpeX — Thu, 03 Apr 2025 13:54:37 GMT

If it's possible to move to BT BB at the new addy, it is equally possible to stay with EE BB on the same package. So I'm querying why it's not possible to stay on EE?

Re: Called to move home, switched from EE to BT - WANT TO CANCEL!

Lili876 — Thu, 03 Apr 2025 14:30:41 GMT

Thanks for your answer. I will call them back as soon as I have another hour to spare

I don’t see what’s normal about it?

I only have 5-6 months left on my EE contract so why should I accept to be moved to a 24 months contract?

Especially when I insisted my new address shows up on EE broadband checker and they re unable to explain why do I have to move to BT

This does not feel right at all - and after looking around with some switching credit offers from other providers I actually can get myself a better deal

I feel like they wanted me to switch on purpose, which is not ok.

Re: Called to move home, switched from EE to BT - WANT TO CANCEL!

Lili876 — Thu, 03 Apr 2025 14:30:56 GMT

No idea, I insisted on the phone to understand why it’s not possible to stay on the same contract with EE, especially as when typing my new postcode I could find EE services. Didn’t get a detailed answer. I feel like they just wanted to switch me for some reason.

Re: Called to move home, switched from EE to BT - WANT TO CANCEL!

XRaySpeX — Thu, 03 Apr 2025 16:34:41 GMT

@Lili876 wrote:

I only have 5-6 months left on my EE contract so why should I accept to be moved to a 24 months contract?

It is a condition anyway of an EE BB Home Move that you have to start a new 2 year contract at the new home, altho' the cost of the move itself is free. So you haven't actually lost out financially by being unexplainably forced to move to BT. Furthermore if you migrate outside the BT Group you'll have to pay 6 months Early Termination Fees.

Re: Called to move home, switched from EE to BT - WANT TO CANCEL!

Peter_W — Thu, 03 Apr 2025 16:34:36 GMT

Thanks for taking the time to share your experience here @Lili876.

Was it definitely a BT package they were recommending and not a switch to EE Full Fibre?

Often if you're moving and Full Fibre is available in the new location, then this will be the only option they can provide.

Either way though, with a home move it's always the case that they'll release you from that contract provided you re-contract on a new package at the new property.

This avoids any early termination fee, but as availability is different in different areas, chances are you will be going for a different package.

Peter

Re: Called to move home, switched from EE to BT - WANT TO CANCEL!

XRaySpeX — Thu, 03 Apr 2025 16:36:25 GMT

What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

Re: Called to move home, switched from EE to BT - WANT TO CANCEL!

Lili876 — Thu, 03 Apr 2025 18:44:09 GMT

Hello

it is a new contract with BT yes. I want to cancel and I ve contacted BT now. This is just adding me extra work for something that was supposed to be as easy as a phone call (as presented on EE moving home website page)

Re: Called to move home, switched from EE to BT - WANT TO CANCEL!

Lili876 — Thu, 03 Apr 2025 18:45:53 GMT

Do you have a link where the condition of a new 2 year contract is mentioned? I haven’t seen this mentioned and this does not make much sense when A. the initial contract was 12 months B. EE is available at the address

Re: Called to move home, switched from EE to BT - WANT TO CANCEL!

XRaySpeX — Thu, 03 Apr 2025 20:38:36 GMT

It's a new contract anyway but the min. term duration will be what's on offer at the mo'.

See §2.13 of Home Network Terms