topic Loyal customer mistreatment in Broadband & Landline

Loyal customer mistreatment

Gazron777 — Tue, 06 Oct 2026 10:30:07 GMT

How come as a new customer you could get my broadband package for £27.99 yet as a loyal customer I pay £60 per month. I called the retention/ loyalty helpline and told them I was considering leaving EE to move to a competitor for £23.99 for a similar package to mine. All the helpline could offer me was a £10 reduction bringing my bill to £50 per month but I would have to agree to a new 24 mth contract. He actually told me I was lucky to get that offer.....

Re: Loyal customer mistreatment

JimM11 — Tue, 06 Oct 2026 11:09:19 GMT

@Gazron777 That is correct and the way most ISP's do it, some do play and others are not willing to, you just have to move ISP and get the price you wish. Loyalty is a long gone out the window with most companies now, not just BB/Landline....

Re: Loyal customer mistreatment

Gazron777 — Tue, 06 Oct 2026 11:22:12 GMT

Yes I switched ISP provider and am saving 50% next month. The new provider is also paying the EE cancellation fee and offering a gift card. It's just a sad reflection on customer service from EE they don't care about their customers and only care about how much cash they can get from you.

Re: Loyal customer mistreatment

JimM11 — Tue, 06 Oct 2026 11:26:14 GMT

@Gazron777 Honestly most are the same, so in 24months be prepared to do it all again and play the game.

Re: Loyal customer mistreatment

Chris_B — Tue, 06 Oct 2026 12:06:10 GMT

@Gazron777 And you’ll get the same experience with this new provider when you reach the contract term date. It’s called and you got this with the new provider. New customers offers

Re: Loyal customer mistreatment

garybs29 — Tue, 06 Oct 2026 12:17:40 GMT

@Gazron777 wrote:
Yes I switched ISP provider and am saving 50% next month. The new provider is also paying the EE cancellation fee and offering a gift card. It's just a sad reflection on customer service from EE they don't care about their customers and only care about how much cash they can get from you.

Ahh so you're in the middle of a contract too then if has a cancellation fee, usual then of "I'm not happy with what I agreed to but it's all EE's fault"

Re: Loyal customer mistreatment

JimM11 — Tue, 06 Oct 2026 12:30:00 GMT

@garybs29 Fee may just be the last 30 day's jump, EE are now real strict on it. Going to be looking at my sister's as she leaves tomorrow but EE 24months expires 24/10 and she has already i believe had an estimated ETF from EE saying she owes but will be looking at all that tomorrow when i go change over the Equipment.

Re: Loyal customer mistreatment

Northerner — Tue, 06 Oct 2026 17:30:00 GMT

@JimM11 wrote:
@Gazron777 Honestly most are the same, so in 24months be prepared to do it all again and play the game.

100% this comment.

It is easy to change these days and use cashback sites for the extra bonus.

Thanks