topic Re: Refuse to accept the final bill! in Broadband & Landline

Refuse to accept the final bill!

sj105 — Fri, 16 May 2025 11:56:49 GMT

I am having this exact same issue with EE! I moved from Sky and they refuse to accept the final bill!

The switch has left me out of pocket as EE have not honoured their 'switch offer'

If you are thinking of moving from Sky to EE, DO NOT DO IT!

Re: Refuse to accept the final bill!

sj105 — Fri, 16 May 2025 11:16:19 GMT

Hello - did you manage to get EE to pay your termination fee?

I made the poor decision to move to EE, and they have not honoured their 'switch offer'. It seem to be the case with lots of Sky customers.

Re: Refuse to accept the final bill!

sj105 — Fri, 16 May 2025 11:22:22 GMT

I can't belive how many customers this has happened to.

I am having the exact same issue. Surely by now, the EE team must be familiar with the wording on the Sky bills. They are misleading customers with the switch offer, knowing they have no intention of paying the termination charge.

Do not move over to EE if you have outstanding charges from your old provider. EE will do everything in their power to ensure they do not have to pay it.

Re: Refuse to accept the final bill!

sj105 — Fri, 16 May 2025 11:26:52 GMT

No.

EE make it IMPOSSIBLE to claim the early termination fee back. They do not honour their 'switch offer'.

I have been going back and forth for 4 weeks, trying to claim my early termination fee, however they refuse to accept the wording on the final SKY bill. Upon research, it seems lots of EE customers are having the same issue, so EE are aware, but they continually choose to make it difficult to pay out.

If you are thinking of moving to EE, DON'T. You will be out of pocket.

Re: Refuse to accept the final bill!

sj105 — Fri, 16 May 2025 11:30:12 GMT

Did you manage to get this sorted?

I am also an ex Sky customer and EE are not honouring their 'switch offer'. It seems lots of customers are having the same issue here.

Re: Refuse to accept the final bill!

XRaySpeX — Fri, 16 May 2025 11:57:32 GMT

@sj105 : Have you received your final bill from Sky? Does it show your early termination fees explicitly?

EE will pay up to £300 of your Early Cancellation Fees upon sight of your previous ISP's 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.

Re: Refuse to accept the final bill!

JimM11 — Fri, 16 May 2025 12:02:07 GMT

@sj105 When did you join EE and what date did your service go active from the changeover?

Re: Refuse to accept the final bill!

sj105 — Fri, 16 May 2025 12:23:16 GMT

Yes I’ve received my final bill and the termination fee is detailed as “clawback charge”

Sky won’t change the wording on their bill, as the reimbursement is none of their concern.

EE are having the same issue over and over again with ex-Sky customers so although EE are aware of the problem, they continue to be difficult because they don’t actually want to pay the termination charge.

The switch offer is a scam.

Re: Refuse to accept the final bill!

sj105 — Fri, 16 May 2025 12:25:16 GMT

My services started on the 24th of March, and I have been going back and forth with EE via email for 4 weeks now.

They keep sending me generic emails and taking me round in circles. I have called the contact centre multiple times and they said they have no way of contacting the switch team.

The EE switch offer is a scam.

Re: Refuse to accept the final bill!

JimM11 — Fri, 16 May 2025 14:32:23 GMT

@sj105 You may think so and no way to prove otherwise, the process is what it is, documented, and does take time, have you looked on your EE bill just incase they applied it all as an account credit to you on that. Also double checked the SKY account side as you still have the TV going with them, EE billing just takes a long time to settle down and get squared away, noticed it all when i moved from sky back in Mar2024, but now back with sky Mar2025....

Both periods transitioned fine, but did not have any account claiming... Raise a complaint with EE if you are not getting the satisfaction, and link is below, just fill in the form and post it....

Re: Refuse to accept the final bill!

bigrob — Sat, 17 May 2025 07:16:12 GMT

Hi all

I have one got this sorted by doing the following.

Email the Switch team and put Formal Complaint in the subject.

Then put all your evidence down in a polite manner and attach your bills.

It took a week and I got an email to confirm the credit to my account.

Robin

Re: Refuse to accept the final bill!

JimM11 — Sat, 17 May 2025 07:27:06 GMT

@bigrob Hope others see and do similar, sky's getting the final bill document seems the tricky one!

Re: Refuse to accept the final bill!

zulu17 — Sat, 17 May 2025 09:45:19 GMT

Looking at the issue here from a distance .

New Supplier offer is to reimburse the termination charges for specific services upon presentation of those charges on a final bill that the customer forwards from Old Supplier.

Customer has presented final bill from Old Supplier to New Supplier .

My view

Customer can request a breakdown of the specific charges shown on the bill from Old Supplier if the information is not itself clearly specified on bill. That would likely be by separate communication from the Old Supplier.. Any issues go thru the Old Supplier complaints process.
Customer forwards copy of supporting charge information received from Old Supplier with copy of Final Bill to New Supplier. If New Supplier still refusing go thru their formal complaints procedure .

In your case i would also contact Ofcom advice line . Whilst Ofcom will not investigate individual account issues , there are a couple of issues that they may wish to include in their future reviews,

Observation . As this seems a well intentioned promotion from EE it does seem disappointing that the process with customers moving from SKY receiving their reimbursement seems to be floundering .
However it understandable that EE would want to be satisfied that the amount claimed represents the cancellation charges that they have offered to cover and not also include charges that are outside the scope.
It would be interesting to know what EE customer support recommend their customers do in these circumstances. let’s hope that they make (their) customers journey as straightforward as possible as i am sure these sort of offers to attract customers will continue to occur.

Re: Refuse to accept the final bill!

Dave4813 — Wed, 02 Jul 2025 10:31:05 GMT

Having a very similar issue with EE regarding the termination charges. I've posted about it on the link below, raised (now two) formal complaints and contacted a reporter with the national press who has agreed to investigate and report on the issue.

https://community.ee.co.uk/t5/Broadband-Landline/Termination-Charge-Scam/m-p/1545364#M122718

Re: Refuse to accept the final bill!

zulu17 — Wed, 02 Jul 2025 12:18:50 GMT

Hi @Dave4813

Yes I can see how you would be annoyed. It is hardly a scam but rather your experience does illustrate issues with the EE complaints process and the challenge to get someone to own the issue(s) that customers raise

Looking at what i think is the offer

The offer applies to Consumer Broadband, TV package and Home phone termination charges only, it excludes other termination charges.

The mistake or misinterpretation seems to have occured witin the EE Switch Team and they compounded this by directing you to EE Customer services who seem sensibly identify the switch team as the ones who should be addressing the issue.

You should consider

https://www.commsombudsman.org/our-process

Re: Refuse to accept the final bill!

Brad2693 — Fri, 23 Jan 2026 06:59:24 GMT

Having this exact same problem! Did you get it sorted? If so how please