topic Re: Question: £300 Switching Credit eligibility (Moving Home) & Email support? in Broadband & Landline

Question: £300 Switching Credit eligibility (Moving Home) & Email support?

ArnoY — Mon, 26 Jan 2026 00:53:21 GMT

Hi everyone,

I am moving home and switching from Hyperoptic to EE Full Fibre. I have to pay an Early Termination Fee to my old provider, so I want to use the £300 Contract Buyout Offer.

I have three questions:

1. Has anyone successfully claimed this £300 credit? Specifically, because I am moving home, the address on my old bill (Hyperoptic) will be different from my new EE service address. Will this difference in addresses affect my claim?

2. The "Don't have a provider" option: I have already cancelled my old contract manually to get a special discount. I do not want to use the "One Touch Switch" system because it might mess up my deal. If I select "I don't have a provider" (or "Other") during checkout to avoid the automated switch, will I still be eligible to claim the credit manually later by emailing my final bill?

3. Email Support: I cannot use the phone for personal reasons. Is there an email address that can help me process the switch to EE if I need assistance during the transfer?

Thanks for your help!

Re: Question: £300 Switching Credit eligibility (Moving Home) & Email support?

XRaySpeX — Mon, 26 Jan 2026 01:00:32 GMT

3. EE provide no email contact.

Re: Question: £300 Switching Credit eligibility (Moving Home) & Email support?

JimM11 — Mon, 26 Jan 2026 01:32:38 GMT

@ArnoY Info about it all in the link, think on 1 & 2, it will be a NO!

https://ee.co.uk/help/broadband/getting-started/early-cancellation-credit

Re: Question: £300 Switching Credit eligibility (Moving Home) & Email support?

Peter_W — Mon, 26 Jan 2026 10:16:31 GMT

Welcome to the Community, @ArnoY 😊

I've had a check over the terms for the switching offer, and it does mention here that in order to claim the switching credit, the address on your EE account and the address on the final bill from your last provider need to match.

Peter

Re: Question: £300 Switching Credit eligibility (Moving Home) & Email support?

XRaySpeX — Mon, 26 Jan 2026 10:59:51 GMT

That article does not exclude that your addy for your old ISP is not the same as that for your EE install, but I seem to remember that a previous version allowed the old contract to be in the name of any person (maybe family) at same addy. Therefore I expect that you have to be switching your BB at the one same addy.
Coming from a cancelled contract isn't a switch; it's just a new EE installation. EE intends their switching credit to be applied to users who switch their BB from another ISP to EE. They cannot be expected to pay the ETF arising from you cancelling a contract with the other ISP..

Re: Question: £300 Switching Credit eligibility (Moving Home) & Email support?

ArnoY — Mon, 26 Jan 2026 11:24:50 GMT

Hi @Peter_W

Thanks for the info.

But I have a real problem here: EE doesn't provide service at my current address.

So I can't switch to EE before I move. I can only join EE at my new home. This means the addresses on the bills will definitely be different.

Is there really no way to claim the credit in this situation? I really want to join EE, so I hope there might be a solution!

Thanks.

Re: Question: £300 Switching Credit eligibility (Moving Home) & Email support?

ArnoY — Mon, 26 Jan 2026 11:27:36 GMT

Thanks for the explanation! @XRaySpeX

But I have a real problem here: EE doesn't provide service at my current address.😭

So I literally can't "switch at the same address" even if I wanted to. I have to cancel my old provider and start a new EE plan at my new home because of the coverage issue.

Thanks.

Re: Question: £300 Switching Credit eligibility (Moving Home) & Email support?

XRaySpeX — Mon, 26 Jan 2026 11:37:31 GMT

Sorry, but that's just a consequence of your current location. Nowt EE can do about that.