topic Re: Transfer from BT in Broadband & Landline

Transfer from BT

ajacklin — Wed, 23 Jul 2025 21:42:57 GMT

Hi,

My contract had finished for my BT broadband and I was asked if I wanted to switch to EE. I declined as I was told that I would be charged £10 extra a month for my BT WiFi boosters.

A month or so later the choice seems to have been taken out of my hands, I received communication that my account was switching to EE and my pricing and equipment would stay the same.

The problem is my account now shows that I am tied into EE for another 12 months, even though I was automatically switched. I did not want a new contract as fibre is currently being installed on my street and I wanted to wait and see what suppliers were available when the installation was complete.

Where do I stand with this please?

Re: Transfer from BT

Timbo45 — Thu, 24 Jul 2025 07:47:30 GMT

@ajacklin

Seems this is not too uncommon.

Raise a complaint by emailing the CEO - Allison Kirkby - whose email is not hard to find. Better than going through the complaints procedure and also gives senior management visibility of what's going on in customer services.

Re: Transfer from BT

Rach_H — Thu, 24 Jul 2025 07:58:31 GMT

Hi @ajacklin,

Welcome to the Community!

I'm sorry to hear about what's happened here, and I can understand your concern. I'd recommend reaching out to BT and they will be able to look into how this has happened, as you should never have your contract moved without your consent. You also have a 14 day cooling off period from the day of activation, so we can certainly get this resolved for you.

Rach