topic Re: Returns fiasco! in Broadband & Landline

Returns fiasco!

cavalryman1815 — Thu, 10 Sep 2026 15:04:37 GMT

I arranged via website a Broadband deal proposal with BT. After checking it over, I printed the proposal off and then took it to the EE/BT shop in Stirling to finalise details and go ahead with BT contract. I showed the print off proposal to "Andrew" in the shop. He took it away to the rear off the shop, came back and said "THIS IS WHAT YOU'll GET"! He had handwritten details at bottom of the BT Proposal I had given him showing that it was contract details for EE .When I protested, he stated " No, this is what you will get, BT will be gone in a couple of years anyway" Left me standing in the store and that was it! I have tried to return items which were delivered to me. Was informed that info would be sent to me to return items. (3 times). No info has shown as yet in my email. I then took the items to the Stirling store to return them along with printed receipt for signature! Was roundly told "WE DO NOT ACCEPT RETURNS HERE!" ,,,and I thought I was doing the right thing by returning them! I now leave the ball in EE's court. Any communication to me must be via my gmail address . After I left the EE store, I went across the Mall to the THREE store and upgraded my existing account with them(took about 3 minutes to upgrade and at a cheaper cost as well) Sorry this is lengthy , however, as a last resort before I go world wide on the web!

Re: Returns fiasco!

XRaySpeX — Thu, 10 Sep 2026 15:16:30 GMT

@cavalryman1815 : If the items are listed in following link then follow https://ee.co.uk/help/orders/return-and-recycle-ee-product . If you have not received a return bag you may call 0330 123 1105 for 1.

How did you originally arrange via website a Broadband deal proposal with BT? Was it on the BT website? Otherwise those comparison sites etc. shouldn't be selling BT BB (at a discount) & will be redirected to EE. BT is now concentrating selling its BB only to business users, while EE covers the consumer market.

Re: Returns fiasco!

Christopher_G — Thu, 10 Sep 2026 17:30:16 GMT

Hi @cavalryman1815

Welcome to the community.

I'm very sorry to hear of your experience with this. The best advice I can give is to message our complaints team online. They'll open a case on your account and contact you directly to look into how the contract was sold, and help with the return of the equipment.

Please keep us updated with what happens.

Thank you,

Chris