wrong information supplied for the email address to claim switch offer

PhilEEFF — Thu, 21 May 2026 08:56:44 GMT

I have been getting really wound up about this !!!

I was supplied the following information (wrong email )from the consumer-resolutions team

The email address should have been switch-team@ee.co.uk

I was sending loads of emails to the wrong address, I didn't get a bounce back message so I presumed the email got to the address. It was only after I rang the helpdesk yet again that they told me the email address

was switch-team@ee.co.uk I sent an email to this address and actually got a reply.

The fact that you cannot call the switch team and they can't even be contacted by the EE helpdesk people seems to be a very complex process designed to put people off claiming what they were promised in the first place.

Thanks for your email, our team will pick up your request. In 28 days, we will let you know if you`re eligible for the offer and will process the Bill credit if eligible. This will be reflected on your next Bill.

Follow these steps to make sure your claim goes through smoothly:

The email's subject line must include your EE order number.

The attached bill must show:

your name and address - this must match your EE account
a breakdown of the early termination or one-off charges

Please note, the credit only covers early termination charges. It doesn't cover call and excess data charges.

An example of the bill you need will be available at Switching Credit | Broadband Help | EE

Thanks

Hi ,

As discussed, here is how to claim the switch offer from your previous service provider:

✅ How to Submit Your Claim

You’ll need to pay the final bill from your previous provider and then email a copy of that bill to us within 4 months of your broadband activation.

For New EE customers:
📩 switchteam@ee.co.uk

If your final bill is on paper, you can:

Take a clear photo of each page, or
Scan each page
Then email the images/files to the address above.

Re: wrong information supplied for the email address to claim switch offer

JimM11 — Thu, 21 May 2026 10:44:21 GMT

@PhilEEFF the official help page. Not sure what is correct but you do have two different e-mail addresses in the posting...

Switching Credit | Broadband Help | EE

Re: wrong information supplied for the email address to claim switch offer

Christopher_G — Fri, 22 May 2026 14:15:12 GMT

Hi @PhilEEFF

Welcome to the community.

I'm sorry to hear that there was an error in that email. I can confirm that the correct email address is switch-team@ee.co.uk. This is the email address on the Switching Credit help page, and on our internal information for our guides.

Chris

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wrong information supplied for the email address to claim switch offer

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Re: wrong information supplied for the email address to claim switch offer