topic Re: Incorrect addresses given for offer in Broadband & Landline

Incorrect addresses given for offer

mleers — Sat, 23 May 2026 10:19:23 GMT

I have been trying to sign up to ee via uswitch. It was the 1.6gb broadband for 32.99. When redirected to ee and prompted to select an address the address options are for a different postcode. The site says if that is the case phone a support number. EE then say that they can’t match the offer and want 42.99 over the 24 month contract. How can I get ee to change their coding to reflect the correct addresses or point out to Royal Mail the error?

Re: Incorrect addresses given for offer

Northerner — Sat, 23 May 2026 14:39:06 GMT

Hi @mleers

See here: https://www.royalmail.com/personal/receiving-mail/update-your-address

Ultimately EE are not obligated to provide the same offer which as you have spoken to them seems to be the case.

Thanks

Re: Incorrect addresses given for offer

mleers — Sat, 23 May 2026 15:58:20 GMT

The main Royal Mail postal address file is correct and works for Royal Mail, EE, CompareThe Market and Uswitch. The link is therefore is not much help but thank you for trying. I have worked on the PAF files as a software engineer and there are several types so it is possible a cheaper version is used for the interface. It is the interface between the comparison sites and EE that messes up my address. The URL is an EE URL and is consistant between the comparison sites (I have tried others). EE claims that it was CompareTheMarket's fault but this looks to be an uninformed hope. EE tell me that they cannot afford to give me the same offer which I find rather strange as the comparison sites are making money with this price and are presumably paying EE less than what I would be paying. I can understand the offer not being matched for many reasons (eg Equipment not capable) but not if it was caused by an error from EE. The problem is either they are using a cut down version of the PAF files which has the wrong information or the coding that EE use removes part of the address. I have a Uswitch account with the right address, an EE account with the correct address but for this interface it will not let me type in my address or give me the right choice. When I phone up they tell me the right choice is available on their screens but then they want to charge me another £9 permonth for 2 years. I accept that they are not interested in fixing their problem but it seems unfair to me that I should be charged extra because they have a design flaw in their system.

Re: Incorrect addresses given for offer

Mustrum — Sat, 23 May 2026 22:13:15 GMT

@mleers I seem to recall a similar problem from another poster recently, although they claimed to have found an unbeleivably cheap deal.

However when I try, the address is picked and transferred from the comparison site, not entered again on the EE site. Have you tried the usual clear cookies/another browser/comparison site?

The staff when you call will not have the authority to offer a deal, unless you manage to get through to the retensions or similar team.

Let is know how you get on with another browser/comparison site.

Re: Incorrect addresses given for offer

JimM11 — Sat, 23 May 2026 23:36:21 GMT

@mleers At least from the Uswitch.

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Re: Incorrect addresses given for offer

mleers — Sat, 23 May 2026 23:58:05 GMT

Although I was not hopeful I did try clearing the cache and cookies, three
different computers and the phone, two different browsers using both apps
and web sites and whitelisting the site for browsers, security and
firewall. I tried 4 different comparison sites. The outcome was always the
same.
The advice from EE varied and one advisor suggested that I should take the
closest address and change it when I was accepted. The £20 deposit went
through and a cancellation message was sent to TalkTalk to cancel my
existing broadband all appeared to link in with the correct address either
from the comparison site or my account with EE. An appointment was then
arranged with openreach. It had the correct close but no number. EE
informed me that they could not insert the house number or change any
change the address unless everything was up and running. I put the house
number in the comments to the engineer. I then got a message from BT/EE
asking for confirmation of details. After one hour on the phone they still
could not tell me what they wanted to know. However, whatever they did
caused the contract to be cancelled. When I asked why it was cancelled they
said that they would fill in a form to find out what had happened and would
get back to me within 24 hours. They never did.
When passed from Comparethemarket to EE to continue with the 1.6gb purchase
I am presented with a screen asking me to log into EE and then offering me
500mb for £32.99 which I assume is to check the maximum speed that is
available to my address. That is the point where I am asked to select from
options of addresses from the given postcode. The addresses have been
amended to drop the phrase 'The Elms'. I am thinking that the computer
system is assuming this is a house name. It is not. It is a street name. By
doing this it then points to an existing address a 10 minute walk away.
This offer is only available to new customers so I am guessing that I would
have great difficulty in contacting the retentions department.

Re: Incorrect addresses given for offer

Mustrum — Sun, 24 May 2026 15:49:58 GMT

@mleers think another way, first line just follow scripts and have no way of going against the script. However there are escalation teams who are able to offer deals, or make adjustments - often called retentions, but just the ones who have the authority to get more complex solutions sorted. Some companies make it easier than others to get to these people!

Re: Incorrect addresses given for offer

mleers — Sun, 24 May 2026 16:13:54 GMT

Thank you for your continued help.

It is good to know that people exist at EE who have the authority to make a decision without following a predefined script.

The problem seems to be to get access to these thinkers.

Is it as simple as just using the magic word 'retentions' and the doors will open?

Re: Incorrect addresses given for offer

garybs29 — Sun, 24 May 2026 16:41:10 GMT

From experience retentions will not be any different. Offers like these are 3rd party website specific only nobody will have it in the system when calling

Re: Incorrect addresses given for offer

mleers — Mon, 25 May 2026 16:36:01 GMT

'Rententions' was indeed the magic word. Apparently there is no access to retentions from customer service so it took a while. The route is customer service to sales to retentions. I found a very helpful person in customer services working from home who managed to understand the problem. The offer was better at £38.99 but still short of the £33.99 offered by comparison sites. I am willing to accept the loss of the £180 voucher as I believe the deal is still agood one. To make up the difference the account was creditted with the £5 for the 24 months making the result the same. Thank you all from the EE community who have helped in getting me to this point. To be honest, I never thought it would happen 🙂

Re: Incorrect addresses given for offer

Mustrum — Mon, 25 May 2026 19:37:36 GMT

@mleers well done for percivering and glad to hear you got a result you are happy about.

Thanks for updating the thread.

Re: Incorrect addresses given for offer

JimM11 — Mon, 25 May 2026 20:10:03 GMT

@mleers Two 👍👍 for hanging in there to get what you needed. Well done.