topic Re: Broadband disconnected without my authorisation in Broadband & Landline

Broadband disconnected without my authorisation

Andy_Pandy17 — Sat, 08 Aug 2026 07:02:30 GMT

Hiya, this has just happened to me and I'm ABSOLUTELY FUMING.
Someone contacted EE to say they were moving into my address, but I'd only moved in a month before and had transferred my current BT account to EE to my new address.
I received a random text message one day saying something about someone wanting to take over my broadband and to reply with either YES if correct or NO if I wasn't aware/ wanting this to take place. I just assumed it was yet another scam text message so ignored it.

Other than this I've had NO CONTACT from EE at all. No 'sorry to see you go' phonecall from the cancellations team, and no phone call (customer service 101!!) of having a simple dialogue with me to confirm if the 'takeover' is legitimate.

A few weeks later a DPD driver rocks up to deliver a brand new router etc in this other persons name and I declined to accept it and sent the driver off on his way with said package. A few weeks later a TV set box gets delivered when I was out and left between the bins outside my house. Bare in mind I still have this unopened, brand new equiptment in this other persons name. I'm also getting regular letters for this person from EE/ BT.

Having ignored this, last week I awoke to my internet not working to then find out my account had been closed completely.
So, like @allanstav, I've had to open a new 24 month account when I was nearly out of the 24 month contract I'd taken out with BT (that became EE)... bit suss don't you think?! ! AND I'm having to wait over 2 weeks to be reconnected.
This has massively impacted being able to work from home and home security because all security cameras/ smart plugs/ smart bulbs etc won't work as I no longer have a network!

I will say the young lad I spoke to on the sales team when I had to reopen this new account was utterly fantastic and although I wanted my internet reconnected immediately, I have been sent out a 4g mini hub to tide me over... but only because I kicked off and demanded they do something.

I find this the most disturbing part of all... I got the impression that EE couldn't really grasp how extremely wrong this is. Not only from an inconvenience perspective, but from a data governance angle. How safe is my personal information if a stranger can impact an existing contract with a utility provider?!
The consequences being, as Ive found out today, is that I've now beem charged £324 by EE and have no idea what for!! I can only assume its for leaving the original 24 month contract early (not my choice), and perhaps not returning the equiptment as required (again, not my choice and I've had no comms from EE that I had to do so anyway! ie: sending out pre-paid packaging to return the equiptment in which would have occurred had I have asked to end my contract).

What's even more hilarious is that when you open a new contract, EE will call you 5 days before your first payment goes out. So they're happy to make contact when they're taking your money, but once you're in the door you can wave goodbye to moral and, well ANY, customer service.

This whole experience has been so upsetting, and disturbing, and fuelled by EE's lack of even giving a crap that I've no choice than to escalate this to OFCOM and BBC's Watchdog.

In addition, having done some digging online it turns out this whole exercise is a KNOWN SCAM known as SLAMMING! Yet EE continue to let it happen and show no duty of candour with their customers that they know this is whats happening & choose to pretend that they've no idea that these practices are occurring when yet another customer calls up to report it happening to them too!!

Re: Broadband disconnected without my authorisation

XRaySpeX — Fri, 07 Aug 2026 22:46:05 GMT

@Andy_Pandy17 : You latched onto a 4-year old thread. So I moved your post to your very own thread to keep things simple.

Re: Broadband disconnected without my authorisation

XRaySpeX — Fri, 07 Aug 2026 23:09:17 GMT

@Andy_Pandy17 wrote:
I received a random text message one day saying something about someone wanting to take over my broadband and to reply with either YES if correct or NO if I wasn't aware/ wanting this to take place. I just assumed it was yet another scam text message so ignored it. !

That's where the wrongness starts. You should never had ignored this intentional non-random msg. EE were following OFCOM's procedure for the takeover of a line. They were giving you the chance to object to the takeover. By not replying they could only assume you accepted it or that you'd already moved out. It's not their business what your residential plans are, only whether you wanted their service at that location . Someone might have been slamming your line, but what would be the point if they had no intention of living there. More likely someone had made a typo for an addy down your street. How do you think peeps moving to a new addy where there was was a previous resident with BB there go about ordering there own BB there?

Any charge you receive for the old contract would be for it being cancelled by this seeming takeover whilst still within min. term & for the corresponding Early Termination Fees.

OFCOM do not handle individual complaints esp. where EE is following OFCOM's own guidelines. Watchdog have heard it all before!

Re: Broadband disconnected without my authorisation

JimM11 — Sat, 08 Aug 2026 07:25:49 GMT

@Andy_Pandy17 This may help you also to check when you get to see your final EE bill if they have worked out the ETF. Not sure how yours goes if you home moved when BT to EE at the time with contract's for both to consider. EE may just have kicked you off automatically 24 Month contract again. Do raise the ETF fee now you have it with EE CS, they may/can yank it right out off your account, that you do not want to happen.... Return will need to happen for your old/new but again there is time to get that done once you are back online up and running again.

What you need to know if you want to leave EE

Edit:- Not sure how yours has gone but my EE to Sky OTS move, have a full e-mail trail from the day i started it all off, plus a good few reminders about returning the EE Kit, all automated those for sure until checked off at the returns process. Whole process Started it on 5/3/25 sky wise rapid switch live 10/3/25 on Sky, EE did acknowledge with the text on that date 5/3/25, 10/3/25 to 16/4/25 etc, plus a good few your broadband has an issue text's since gone, those ones i do just ignore as no longer with EE.

Re: Broadband disconnected without my authorisation

garybs29 — Sat, 08 Aug 2026 10:11:06 GMT

Despite what you say on your post it's not a scam & EE have done nothing wtong. Ultimately you ignored a text then reveived equipment but STILL did nothing, you moan about the data governence angle but made no attempt to contact anyone when receiving equipment for spmeone else, how ironic

Re: Broadband disconnected without my authorisation

Leanne_T — Sat, 08 Aug 2026 10:28:13 GMT

Hi @Andy_Pandy17

Thanks for coming to the community.

I've sent you a private message to get some extra details.

Speak to you soon.

Leanne.