topic Re: EE broadband upgrade. in Broadband & Landline

EE broadband upgrade.

tomi676 — Wed, 18 Jun 2025 17:45:21 GMT

Dear EE Customer Service,

I am writing to formally raise a complaint regarding the recent renewal of my home broadband contract, and the unexpected early termination fee that has since been applied.

During a recent visit to one of your branches to resolve a SIM card issue, I enquired about the remaining duration of my home internet contract. The representative who assisted me accessed my account and offered me what seemed like a better deal: £4 off my monthly bill, a newer modem, and the first three months free, in exchange for signing a new 24-month contract. Based on the information given, I agreed to the offer.

However, at no point was I informed that accepting this offer would result in the early termination of my existing contract and a penalty charge of £117. I only discovered this after receiving my final bill for the previous contract, which I was shocked and disappointed to see included such a charge.

Had I been made aware of this fee, I would not have accepted the new terms. I remained with EE and merely agreed to a renewal—not a provider switch—so being charged an early termination fee feels highly misleading and unfair. The lack of clear communication from your staff is unacceptable, and the so-called “3 months free” now appears to be misleading, as I am effectively paying for it through this penalty.

I request that the early termination fee of £117 be waived immediately and removed from my account.

Re: EE broadband upgrade.

Chris_B — Wed, 18 Jun 2025 17:54:37 GMT

@tomi676 This isn’t customer services s a public forum.

If you want to raise a complaint then you need to read THIS

And termination of a contract will result in paying of that contract, it’s a contract for a set period of time, you upgraded early

But you need to go back to the point of sale ie the store to make your complaint there.

Re: EE broadband upgrade.

Mustrum — Wed, 18 Jun 2025 17:51:05 GMT

@tomi676 this is not customer services, and no one has access to account information on this public forum.

Was of making a complaint are listed in this Help page:

https://ee.co.uk/help/contact-ee/complaint

Make a complaint

Call us

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To call us through the Relay UK app or from a textphone, dial:

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Make a complaint online

Fill out our webform and we’ll get back to you as soon as possible. Our current response time is 7 days. If you wish to speak to an EE Guide sooner, please call us.

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Please send your written complaint to:

EE Customer Services

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Sunderland

Tyne and Wear

SR3 3XN

Don’t forget to include:

your full name
your postal address including postcode
your account number and/or mobile telephone number
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details of your complaint
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Re: EE broadband upgrade.

XRaySpeX — Wed, 18 Jun 2025 18:01:41 GMT

Dear Mr. Tom,

This is not CS! This is not the correct platform for raising a formal complaint upon EE nor for serving notice upon EE.

Nor can this user discussion group refund any of your charges.