topic Re: Immoral and illogical early termination fee (moving from Plusnet) in Broadband & Landline

Immoral and illogical early termination fee (moving from Plusnet)

theinspiration — Mon, 28 Apr 2025 21:04:27 GMT

EE and Plusnet are - apparently - exactly the same company.

So why do Plusnet charge a termination fee when an EE salesman persuades me to switch.

And why does the EE salesman say I will definitely get the termination fee back?

You can't have it both ways! Plusnet should not charge a termination fee or EE must honour all termination fees, even from within BT group. How do sales staff not know this?

EE are unbelievable!

Re: Immoral and illogical early termination fee (moving from Plusnet)

robh661 — Mon, 28 Apr 2025 21:13:19 GMT

It’s the same with BT, I went to try and get the faster speed EE were bragging about, but BT who own EE & Plusnet wanted £800 for termination fees as the faster speed was for NEW contracts only and cheaper than my BT Broadband. So I ended up doing a basic switchover which gave me the same speed at the same price.
So my inflated price is subsiding the new contractors on the 1.6gb.

Re: Immoral and illogical early termination fee (moving from Plusnet)

XRaySpeX — Mon, 28 Apr 2025 21:41:16 GMT

Not exactly! They are 2 distinct ISPs with their own markets, products, services, prices & ethos.

EE will pay up to £300 of your Early Cancellation Fees upon sight of your previous ISP's (any ISP!) bill showing them. You can claim this online @ Switch Broadband to EE and we'll pay your leaving fee. It will be applied as a credit to your EE bill.

Sorry, doesn't apply to migrations from BT or PN.

Re: Immoral and illogical early termination fee (moving from Plusnet)

theinspiration — Mon, 28 Apr 2025 21:30:15 GMT

They are not paying and they are not honouring the bill I sent them, for the reasons stated above!
This is mis-selling and we are now in OFCOM territory - for whatever that is worth! 😀

Re: Immoral and illogical early termination fee (moving from Plusnet)

Matt_124 — Mon, 28 Apr 2025 21:38:57 GMT

How was your order placed for this package? Was it over the phone, in-store or from a door-to-door sales representative?

Unfortunately you were given the wrong information by this individual, as the Switching Offer is not valid when moving from other companies within the BT Group.

For customers moving from BT there is an established migration process to EE, but there is no equivalent for this with Plusnet.

This is specifically outlined on the Switching Offer/Early Cancellation Credit information page here:

https://ee.co.uk/help/broadband/getting-started/early-cancellation-credit

"Offer excludes termination charges from BT Group (BT, EE and Plusnet) products."

Re: Immoral and illogical early termination fee (moving from Plusnet)

XRaySpeX — Mon, 28 Apr 2025 21:45:24 GMT

Not in OFCOM territory as they don't consider individual complaints 😞 . Anyway migrations from PN don't qualify for repayment of exit fees. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: Immoral and illogical early termination fee (moving from Plusnet)

theinspiration — Mon, 28 Apr 2025 21:44:55 GMT

Hi, yes! It was over the phone and I wasn't even calling about broadband.

I was happy to stay with Plusnet and just use EE for my SIMs.

I had the hard-sell and they said that Plusnet was being wound-up and it
would be easier to change now and get a good deal, rather than when Plusnet
was pulled.

They explicitly 100% knew I was with Plusnet, and they explicitly 100% said
I was eligible and told me exactly how to claim back.

I wasn't even looking to change broadband, really. So I feel a bit stupid
and very angry with EE for telling me things that were incorrect.

Re: Immoral and illogical early termination fee (moving from Plusnet)

JimM11 — Mon, 28 Apr 2025 21:45:48 GMT

@theinspiration Read the posting of @Matt_124, it is in the contract so YES Plusnet charge you the Early Termination, and EE give you nothing.

Re: Immoral and illogical early termination fee (moving from Plusnet)

theinspiration — Mon, 28 Apr 2025 21:47:38 GMT

Thank you. What I meant to say was that OfCOM can gather individual complaints as a body of evidence.

Re: Immoral and illogical early termination fee (moving from Plusnet)

theinspiration — Mon, 28 Apr 2025 21:48:54 GMT

That is clear now, but I was told the opposite by an EE salesman who was very keen for me to come over from Plusnet.
I don't think that's good behaviour, which is why I am posting on this forum.

Re: Immoral and illogical early termination fee (moving from Plusnet)

XRaySpeX — Mon, 28 Apr 2025 21:49:06 GMT

Even if PN were being wound-up, which I doubt, its users would be auto moved to EE on new contracts if they are willing.

Re: Immoral and illogical early termination fee (moving from Plusnet)

Mustrum — Mon, 28 Apr 2025 21:49:39 GMT

@theinspiration it is unfortunate that you did not check on the PlusNet forum or went via PlusNet to move to EE to maintain or improve services. Early termination charges could have been avoided had you done so.

However the EE Terms and Conditions clearly show that "

Offer excludes BT Group employees. Offer excludes termination charges from BT Group (BT, EE and Plusnet) products. There is no cash alternative to this offer.

So no, EE are not going to pay as you did not go via PlusNet customer services.

@robh661 not sure of your specific details, there have been examples of people coming from BT and moving to the 1.6Gb service, but like those legacy EE customers wanting to upgrade the path is not straight forward, and not may know the key.

Re: Immoral and illogical early termination fee (moving from Plusnet)

theinspiration — Mon, 28 Apr 2025 21:58:54 GMT

Some of you on here are implying that it is my fault. I don't think it is when a member of the EE sales team tells me absolutely 100% that I will be paid back the termination fee. They knew full well I was with Plusnet and they used this fact as part of their reasoning to switch.

I then get some crummy email from the switch team implying I am trying to scam them.

I let the guy in the phone talk for ages before finally agreeing to go with EE. I didn't ring up for that reason, and I didn't particularly want to move.

Yes, there were benefits in terms of my SIM cards, so I grant EE that.

But this behaviour is not a way to treat new customers and engender brand loyalty.

Let's see what the formal complaint brings.

Re: Immoral and illogical early termination fee (moving from Plusnet)

theinspiration — Mon, 28 Apr 2025 22:01:22 GMT

Yes, I now realise I was given the wrong information by an individual who knew full well I was with Plusnet, used that as a justification for me to move to EE, and swore blind that I will get my termination fee back, and even told me exactly how to claim it.

Re: Immoral and illogical early termination fee (moving from Plusnet)

theinspiration — Mon, 28 Apr 2025 22:01:53 GMT

Thanks, we will see what the formal complaint brings.....

Re: Immoral and illogical early termination fee (moving from Plusnet)

XRaySpeX — Mon, 28 Apr 2025 22:06:35 GMT

You don't believe all you're told when you can see it in writing (at both ends).

Re: Immoral and illogical early termination fee (moving from Plusnet)

JimM11 — Mon, 28 Apr 2025 23:01:25 GMT

@theinspiration Brand loyalty when you are / have jumped ship, you having a laugh! Best advice, just pay up and take it on the chin.

Re: Immoral and illogical early termination fee (moving from Plusnet)

bobpullen — Wed, 30 Apr 2025 08:12:21 GMT

@theinspiration - have you taken a Digital Home Phone service with EE? I think Plusnet used to honour waiving of termination fees if you were switching to EE to get Digital Voice (Plusnet don’t offer the service). If so, perhaps a polite request for help over on the Plusnet forum might gain some positive traction?

Re: Immoral and illogical early termination fee (moving from Plusnet)

theinspiration — Thu, 01 May 2025 13:05:37 GMT

Hi Jim

I didn't ring up about changing broadband, so no-one 'jumped ship'. I was ringing up about my EE SIM cards! 😂

No, I was lied to and mis-sold, so I won't be paying it or 'taking it on the chin'.

But, yes, Jim, I have had cause to reflect on what I do and don't do over the phone, and I am not going to be pressure sold anything ever again. So, I put my hand up to being daft for being taken in by an EE sales rep.

Take care!

Re: Immoral and illogical early termination fee (moving from Plusnet)

theinspiration — Thu, 01 May 2025 13:02:14 GMT

Thank you. No, no phone/landline.

Going after Plusnet for a solution may be an idea, but I do think because EE instigated this whole affair then they should sort it out. Apparently, all calls are recorded and they can access them. The truth will out!