topic Re: Lost out on deal due to mistake by EE in Broadband & Landline

Lost out on deal due to mistake by EE

tajkol — Thu, 05 Dec 2024 17:37:08 GMT

Had been with BT broadband for 2 years and have been with EE mobile for 20 years. Told BT I was moving, in order to move my broadband, and they offered me a deal to take TV and gave me a discount as I was with EE. After going through the T's and C's and querying a roaming charge that would now be applied to my Sim-only contract, was told it should be fine and shouldn't change. Afterwards, logged into my account and see my mobile contract is now seen as a 'new' contract, so the change for contracts after 2021 for roaming, applies. Immediately cancelled the whole order, as didn't want this, but 24hrs later the mobile plan hadn't been reverted. I'd also found a package from another provider for mobile/broadband/TV at a good price, especially being Black Friday. Called EE to discuss reverting my mobile plan, but also mentioned I may cancel it due to a better deal. They say let's see what we can do, and give my 20 year loyalty, came up with a deal that was monthly still higher than the other provider's, but not bad. Said I wouldn't be move into the new home until repairs and decorating done, so only start broadband once in the home in a month. Was told that's fine, but need to note my parents address, where I'm lodging, until properly moving in. I said, are they sure, as I'm at the property every other day checking mail etc.. Representative said it's fine. Signed T's and C's, hung up and next thing I know my dad is panicking because he got a message from Sky saying his broadband is being cancelled. Basically EE using his address on the form (don't know why not just use mine) kicked off everything and automatically sent cancel request to Sky. Phoned EE to rectify, was told only option is to cancel the order. Now I've lost the deal and they won't give it to me again. No communication between the team members and no notes about it. I even have the 'paper work' to prove it, but seems some are helpful and some not. Lost out on the Black Friday deal now from the other provider (though still cheaper). So their mistake has cost me and they won't reinstate it. Looks like after 20 years I will have to go elsewhere.

Re: Lost out on deal due to mistake by EE

JimM11 — Thu, 05 Dec 2024 19:07:10 GMT

@tajkol Just make sure that your dad's SKY system is ok no matter what, and that his BB account does not get shut down, call to sky CS should confirm that the request is rejected. Plenty deals running out over the black Friday sale and long acceptance times.

Re: Lost out on deal due to mistake by EE

tajkol — Sat, 07 Dec 2024 21:24:40 GMT

Thanks Jim, fortunately he had called Sky and they confirmed it would be rejected. That is when I called EE, hoping it would just be a matter of updating the order with the correct address, but unfortunately they said the only way to resolve it was to cancel the whole thing, hence losing out on the agreed deal. Turns out, unless you speak with the same representative that set up the deal, you can't get it again, as you have to start from scratch.

Re: Lost out on deal due to mistake by EE

Weebarra1 — Tue, 12 May 2026 07:03:57 GMT

No theyr cannot break the terms of that deal, it was and still is a legally binding contract even if the deal offer was over by the time you managed to get someone to help you!!@

I actually cone from a career background on BT for many years so ZI KNOW THEY REALLY ARE SO WRONG THEY WOULDNT HAVE ALLOWEF YOU TO BREAK SAID CONTRACT IF TJIS WAS OPPOSITE Wy around beleive me you would have benn forced to pay them

I know they telephony industry's legalities and compliance to well and they have messed this up BIG TIME RHEY OWE YOU COMPENSATION FOR A FEW TGINGS HERE AND LEGALLY THE DEAL WAS STILL BEING OFFERED WHEN AGREEDVAND ACCEPTED BY TOU , TJAYS WHEN YOUR AGREEMENT BEGAN NOT WHEN DOMEONE WITH THE IQ OF A CUSTARD CREAM FINALLY FIXED 'THEIR MISTAJES' IT CANNIT BE HANGED TO TBE DAYE OF THEM FIJALLY FIXIBF THINGS BECAUSE OF THEIR IMCOMPMPATENCE SO IRS ACTUALLY VERY EASY TO GET YOUR DEAL BAVDAYED AND THEY NOW PWR COMPENSATION PERDAY DARING

Go straight to a high level complaints , do not accept regular complaints department tjis is an escalating high level complaints issue i assure you, make sure you keep record of date time respince( which by law they have to respond in a ceramic time and in writing and email ok)

From there go straight to z sute called' The Resolver ' it's basically a kinda middle man who does this straight to ombudsman and OF om for you , they ate for all types of ombudsman bit saves you doing it anx they have the legal knowledge on every type companies compliance, it will ask you tp pick which country.pany brief synopsis and importantly have you lowered the muat be done first final high level complaints

It takes 5 mins send them that and they will do everything and please beleive me you will be owed quite a bit hun it's outrageous tbh, I hope tjis helps ive used resolved first time against BT, once EE and just won case against British Gas, ALL HAVE PAIS ME AROUNX WELL LEYS JUST SAY IT RONS I TP THE THOUSANDS,

Not sure if we allowed to contact privately through this il fo ot for you if we can as I already have the correct template still in my files, of there is a way to contact each other please feel free to do so I HAVE A BIGBEAR ABOUT ABY INEQUALITY IN THE WORLD AND TJIS IS TORALLY INDSOR AND UNJUST HUN, if not able I wish you luck Nd look forward to you updating on ghis thread