topic Re: How to contact OFCOM in Broadband & Landline

How to contact OFCOM

EEarerubbish5 — Tue, 05 Aug 2025 21:44:19 GMT

I would like to contact OFCOM EE have stolen money of me several times. Mostly because my change of address has not been recorded properly by EE.

Today I was told I did not contact EE about a change of address. They have sent me a text stating this. Called me a liar.. poor fools I have emails confirming I did.

i need to get away from these useless people and the poor service and lies.

How do I contact OFCOM to put in a complaint about them and leave too.

if I stay any longer I will have a mental breakdown.

thanks

Re: How to contact OFCOM

XRaySpeX — Tue, 05 Aug 2025 21:52:04 GMT

@EEarerubbish5 : OFCOM don't handle individual complaints. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: How to contact OFCOM

bristolian — Tue, 05 Aug 2025 21:53:26 GMT

If you have evidence of theft, which is a criminal offence, you should contact the Police.

On the other hand, if this is a customer service complaint, Ofcom don't handle those. EE have a formal complaints procedure which is outlined at this page although it's unavailable currently. If a complaint is either unresolved after 8weeks or deadlocked before, you have the option to refer EE to external arbitration, which is currently Ombudsman services.

Re: How to contact OFCOM

Katie_B — Wed, 06 Aug 2025 07:11:05 GMT

Hello @EEarerubbish5.

Welcome to the EE Community.

Please could you confirm if this is Mobile or Broadband?

Did you look to cancel an account OR has an account been taken out using your information without your knowledge?

Speak soon,

Katie

Re: How to contact OFCOM

EEarerubbish5 — Wed, 06 Aug 2025 13:11:58 GMT

Hi Katie, I tried to change my address but it went wrong totally, I got a new broadband, but Ee kept my old broadband and did not swap my mobile phones over.

they sent an email saying that they would swap my EE account to my old adddress. I phone and thought that ee would stop it. They did not and would not accept responsibility.

my advice is EE have kids running the service who react to scripts and do not solve problems. I want to leave. I will be contacting the ombudsman service EE’s APR. I have the forms now.

thanks

john

Re: How to contact OFCOM

Katie_B — Wed, 06 Aug 2025 13:35:16 GMT

Thanks for providing more information regarding this @EEarerubbish5.

Is your new broadband account with EE/BT?

What network is your mobile phone with?

Speak soon,

Katie

Re: How to contact OFCOM

EEarerubbish5 — Wed, 06 Aug 2025 13:49:22 GMT

Both with EE

Re: How to contact OFCOM

Katie_B — Wed, 06 Aug 2025 14:11:05 GMT

Thanks for confirming @EEarerubbish5.

It sounds like rather than a home move you have placed a new order.

I would recommend completing our online complaints form so our complaints team can look into this further.

The team will then be in touch within 7 days.

Please let us know if there is anything else we can help with.

Katie

Re: How to contact OFCOM

EEarerubbish5 — Wed, 06 Aug 2025 14:21:36 GMT

Been there several times. I need to go higher ombudsman

Re: How to contact OFCOM

XRaySpeX — Wed, 06 Aug 2025 14:25:00 GMT

You can when you get a letter of deadlock or when your complaint is unresolved after 8 weeks.

Re: How to contact OFCOM

EEarerubbish5 — Wed, 06 Aug 2025 19:22:30 GMT

I tried to change address of my broadband and mobile phone.

Operator changed address to my old address -that is stupid

I contacted EE and they arranged for my Broadband to be connected to new address - better.

But no they started to charge me for both addresses - very stupid

I cancelled my broadband and then they charged me an extra £60 for my three mobile phones. Can it really get worse.

Oh yes they charged me a final bill for my old address Very Very Stupid

After two hours on the phone EE app not displaying info - wrong plans are still on three mobile phones and I cannot see what ee are charging me for broadband.

I have got my PAC codes from EE hooray one win. I will be taking three mobile phones away

Re: How to contact OFCOM

XRaySpeX — Wed, 06 Aug 2025 19:43:32 GMT

@EEarerubbish5 : There's no point to keep starting new threads about the same matter & it's against Community Guidelines. Your issues have already been considered here & responded to. Better for those responders to see everything in 1 place.

Re: How to contact OFCOM

Leanne_T — Thu, 07 Aug 2025 07:15:37 GMT

Hi there @EEarerubbish5

Thanks for coming back to us.

I can see in your previous posts you have been in touch with our complaints team to get the account looked into. If you have received a deadlock letter from the complaints team, you can find details on what you can do next in the EE Complaints Code of Practice - March 2024.

Thanks.

Leanne.