topic Re: £30 charge showing in email in Broadband & Landline

£30 charge showing in email

StainlessSteelR — Sat, 30 Aug 2025 15:53:38 GMT

I ordered a fibre broadband upgrade from 150 Mbps to 500 Mbps yesterday on what appeared to be a great offer. However, my order email shows a charge of £30 for "One-off charges including activation, installation and delivery." Surely this can't be correct?

Re: £30 charge showing in email

JimM11 — Sat, 30 Aug 2025 18:18:56 GMT

@StainlessSteelR It is correct, price applied for upgrade request!

My Broadband Bill is Higher Than Usual | Billing and Payments Help | EE

Re: £30 charge showing in email

StainlessSteelR — Sun, 31 Aug 2025 08:32:40 GMT

Thanks for your reply. I probably wouldn't mind so much, but the first I learnt of it was in the email.

Re: £30 charge showing in email

Christopher_G — Sun, 31 Aug 2025 10:46:49 GMT

Hi @StainlessSteelR

I'm sorry to hear that you weren't expecting that charge. It should have been made clear when you were upgrading. If you'd like to discuss it further, I recommend speaking with our Customer Support team.

Chris

Re: £30 charge showing in email

StainlessSteelR — Sat, 13 Sep 2025 13:28:12 GMT

Contacted Support/Billing and they agreed it shouldn't have been on there, so they sorted it for me. Thanks for the replies.

Re: £30 charge showing in email

Peter_W — Sun, 14 Sep 2025 08:18:03 GMT

I'm really glad to hear that our team managed to help get this sorted for you @StainlessSteelR.

Thanks for taking the time to come back and let us know, too 😊

Peter