topic Penalised for being loyal in Broadband & Landline

Penalised for being loyal

ReubenF — Sat, 25 Jul 2026 07:46:05 GMT

I tend to move house every year and a half due to work, and as such take my broadband with me.

Instead of moving my contract over, I am always strong armed into a new 24 month contract. Inconvenient, but what else can I do?

I now see that I'm being treated as a new customer in terms of contract length, but new customers get a price that is roughly 40% cheaper than what is available to me.

Essentially, I get the worst of both worlds.

To rub salt in the wound, I have part fibre (FTTP isn't available with EE here) and Full Fibre customers get more than 10 times the speed for a fraction of what I pay.

I feel like I am getting rinsed, and am a mug for being with EE/BT since December 2021.

I can't shop around due to being strong armed into a new contract, nor get a decent price for being loyal.

Is there any benefit to being with EE?

Re: Penalised for being loyal

Chris_B — Sat, 25 Jul 2026 08:00:55 GMT

@ReubenF It’ll always be a new contract when you move home. You’re not expected to pay off the current contract at the old address provided you continue with EE so you’ll start a new contract. If you change ISP when you move you’ll have to pay off the remaining term of the contract at the old address. What you could possibly do is find a ISP that will pay off your old contract if you switch to them. But ISP do have a limit on how much they will payout when you switch to them. Have you thought about getting a cellular WiFi router as you can then just take this with you when you move and continue with that contract. See HERE And your not a new customer when starting a new contract at a new address your an existing customer still. If you want new customers prices you’ll need to terminate the old contract pay it off and give it 2 weeks before applying for a new contract with new customers prices.

Re: Penalised for being loyal

ReubenF — Sat, 25 Jul 2026 08:12:11 GMT

Thanks for confirming it, but let's be clear about what you've actually confirmed: EE keeps existing customers on worse pricing than new ones, forever, by design. Every time I move I get "you're not a new customer" pricing while paying new-customer contract terms. That's not a misunderstanding on my part, that's EE's model.

Nearly 5 years with EE/BT, never missed a payment, and the "reward" is roughly 40% worse pricing than someone signing up today, on a slower connection, with no way to leave without paying to exit.

For anyone reading this before signing up with EE: this is what loyalty gets you here. Ask yourself if you're happy re-signing a 24 month contract every time you move house just to avoid a penalty for going elsewhere.

Still waiting on an actual answer to my original question: is there any benefit to being with EE?

Re: Penalised for being loyal

JimM11 — Sat, 25 Jul 2026 08:15:15 GMT

@ReubenF Yes the benefit is all in the EE One combining all the products, you are not a new customer and a home move is always renegotiate to start with 24 Months else EE would whack you with a Huge moving fee, disconnect/reconnect the Broadband etc. You can weigh up the Pro's/Con's what the ETF would be and if it all works in your favour move ISP's.

The part fibre / full fibre is all outside of EE's control, OR makes the decision regarding that, and until FF becomes available you are stuck on the lower speed connection but it will be the FREE upgrade when available, Price may not change at all you are an existing customer and not NEW to the EE fold. All the ISP's do the same and you either stay / leave choices?

@Chris_B does raise the excellent point for mobile broadband may just be more cost effective in the long run if that is your main criteria.

Re: Penalised for being loyal

Chris_B — Sat, 25 Jul 2026 08:50:49 GMT

@ReubenF Not true at all, on my renewal this year my cost actually went down. Exactly the same network speed as I previously had.
New customers on all ISP tend to get better deals than existing customers it’s how they attract new customers. Personally I think they should balance it out so all customers pay the same for the network speed they want.

your comment about now way to leave without paying an exit fee. You did agree to a contract term and EE didn’t make you move mid contract. They have however gave you the option to start a new contract at a new address without having to pay off the old contract at the old address. Just like other ISP.

as for any benefit with EE. EE mobile and broadband gives you better deals on mobile tariffs and unlimited data on your mobile. ( EE one customer )
But then again what benefit do other ISP give you as it’s still just an internet connection that you’ve agreed to honour for the duration of that contract term. It’s not for me to say why you should be an EE customer that’s a you choice as it’s your service.

Fixed line broadband and providing you say with EE just means you don’t have to pay off what you agreed to pay for the duration of that contract when you move but you have to remain an EE customer and start a new contract each time. Or pay it off and change ISP providers each time you move. You have options

Not sure you’re being penalised for being loyal because you’re not having to pay off the old contract when you move providing you stay with EE. So are you being penalised? ISP could quite simply say you have to pay off the current contract when you move but they don’t. Only if they don’t offer service in the new home address area will they allow you to terminate cost free as they can’t offer the service to you so that’s not a you problem that’s their problem.

Re: Penalised for being loyal

JimM11 — Sat, 25 Jul 2026 09:05:47 GMT

@ReubenF If like me, did the EE after 11 months off the 24 dropped the Broadband and moved the Two mobiles lock stock two smoking barrels had enough, went back to sky 1 year plus a few weeks, broken promises so moved again they did let me go penalty free, now on vodafone no real issues but they dropped the ball with the Landline Sky/VF transfer, just got that sorted yesterday 3 months into the contract, purely VF fault but to there credit they fixed it there side, not straight forward though resign up 24 months, landline now gone into oblivion they gave me a whole 50p off for THERE mistake even though i had hit them up three times now, it is what it is and one has to deal at the time, 31st phone is due to be back let's see how that all goes?

EE is not the only ISP that buys out the contract (Best for the Highest Value so far) cash up front for the ETF no matter which one though and some do have the 6 months FREE option but you have to do the maths and work out what is good for you.

Re: Penalised for being loyal

Northerner — Sat, 25 Jul 2026 09:20:16 GMT

Hi @ReubenF

Everyone benefits from the new customer rates at some point in their EE lifecycle.

If you're renewing or moving you're not a new customer that simple. What I would recommend if speaking to EE and negotiating a deal.

Thanks