topic Overcharging vulnerable customers in Broadband & Landline

Overcharging vulnerable customers

Conc3rned — Sat, 11 Jul 2026 14:11:58 GMT

I discovered today that EE are charging my elderly parents( 1 with dementia), the other registered blind £63 a month for broadband and international dialling.

The breakdown was £17.50 for the dialling product which should cost them £2.50 for their usage and the broadband should be around £30 for 100mb speed.

Has anyone else had experience like this?

Re: Overcharging vulnerable customers

JimM11 — Sat, 11 Jul 2026 14:18:52 GMT

@Conc3rned The International dialing package is around the £17.50 price per month, and the Broadband Price all depends on when how long been an EE Customer etc. Does not take long to mount up the price the longer a person stay's with EE. Link will give you some idea to certain parts.

EE Broadband, TV and Home Phone Price Plans Terms & Conditions | EE

Re: Overcharging vulnerable customers

Northerner — Sat, 11 Jul 2026 14:24:10 GMT

Hi @Conc3rned

There is no account access on these forums but if they are registered as vulnerable customers then you should be able to speak to EE directly before jumping to any conclusions that they are overcharged based on what you think over the price of the services they have.

https://ee.co.uk/help/here-for-you/account-support-vulnerable-customers

*Edited thanks to @XRaySpeX 👍🏼

Thanks

Re: Overcharging vulnerable customers

XRaySpeX — Sat, 11 Jul 2026 14:22:13 GMT

@Northerner : VAT is inclusive for EE BB products as required by UK consumer law.

Re: Overcharging vulnerable customers

XRaySpeX — Sat, 11 Jul 2026 14:41:58 GMT

For starters get them to downgrade their landline package to Pay Per Call (or PAYG) for £5 pm. It's only on a monthly contract.

£45.50 for Full Fibre 100 Meg BB sounds excessive!

Re: Overcharging vulnerable customers

Matt_124 — Sat, 11 Jul 2026 16:28:20 GMT

It's likely they are on an All Rounder (Standard or Premium) or Full Works (Ultimate) package at that price, as opposed to an Essentials (Core) package.

These come with additional features (hence the additional cost) which you can find detail on here: https://ee.co.uk/help/terms-and-conditions/broadband/plans