topic Re: Home guide fee £99 when not requested/required in Broadband & Landline

Home guide fee £99 when not requested/required

Johnpaulbmth — Thu, 03 Sep 2026 00:41:40 GMT

I have had a £99 charge applied to my broadband bill when I was not told about any home visits and when the engineer arrived and i explained i had setup ny router and tv box which was working fine he left straight away and said it wasn’t a problem and he was glad everything was working as it should.
i have called and spoken to customer service 3 times and been reassured my bill will be adjusted to remove the charge but as yet nothing has been done after a week of waiting.

Re: Home guide fee £99 when not requested/required

JimM11 — Thu, 03 Sep 2026 07:02:52 GMT

@Johnpaulbmth Will take way more than a week to show up, next billing cycle and further on you just need to see if the -£99 is applied as a credit to your account. If not then keep chasing with EE and the Accounts people, they like to take but giving back is another story.

Re: Home guide fee £99 when not requested/required

XRaySpeX — Thu, 03 Sep 2026 12:33:09 GMT

Once a bill is issued it is not readjusted. You should see the refund as a credit on your next bill.