topic Re: unwanted transfer from BT to EE in Broadband & Landline

unwanted transfer from BT to EE

normskinormskin — Fri, 16 May 2025 16:11:37 GMT

My vulnerable 85 year old mother-in-law received a message from BT saying she had requested to move to EE and someone would come round and install new equipment. Thinking this was a scam, I called BT to check. Turns out BT had initiated this without a request from her. I think this is shameful behaviour, but a quick Google search shows it is not an isolated incident.

Re: unwanted transfer from BT to EE

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

@normskinormskin You must not believe everything google is saying then. Did you manage to put a stop on when you called!

Re: unwanted transfer from BT to EE

Christopher_G — Fri, 16 May 2025 17:22:45 GMT

Hi @normskinormskin

Welcome to the community.

I'm sorry to hear that this has happened on your Mother-in-Law's broadband service. You've done the right thing in contacting our Customer Support team. Did they say if they were able to cancel the request?

Chris

Re: unwanted transfer from BT to EE

normskinormskin — Fri, 23 May 2025 13:33:14 GMT

Yes, they cancelled the (fictional!) request, and said they would escalate the complaint. I don't expect to hear anything more though.

Re: unwanted transfer from BT to EE

Christopher_G — Fri, 23 May 2025 14:46:38 GMT

OK, thanks @normskinormskin

That's good they were able to cancel that. If your case has been escalated, someone should be in touch to discuss it with you soon. It will all be logged against the account.

Chris