topic Re: Refund in Broadband & Landline

Refund

Scottyb123 — Mon, 13 Nov 2023 15:49:51 GMT

On the 23rd of October I was told I'd been paying for a broadband I no longer use for the past 6 months so I would get a refund of £256 approximately. It would take 10 days to go into my bank. It's now been 21 days.

Re: Refund

Katie_B — Mon, 13 Nov 2023 17:07:33 GMT

Good evening @Scottyb123.

Welcome to the EE Community.

Did our customer care team confirm they had processed a refund for you for the full amount of £256?

Katie

Re: Refund

Scottyb123 — Mon, 13 Nov 2023 17:09:35 GMT

Yes. They said you'll receive it in 10 working days but I still haven't.

Re: Refund

Katie_B — Mon, 13 Nov 2023 17:14:48 GMT

Thanks for getting back to me @Scottyb123.

Was this a fixed home broadband or a mobile broadband router?

Katie

Re: Refund

Scottyb123 — Mon, 13 Nov 2023 17:23:55 GMT

It was broadband/landline that carried on taking monthly payments even though EE/BT had gave me a new fibre optic broadband router

Re: Refund

Katie_B — Mon, 13 Nov 2023 17:34:22 GMT

Hi @Scottyb123.

Are you aware if any payments for your fibre broadband have been taken or does it look that credit is being used to cover your bills?

Katie

Re: Refund

Scottyb123 — Mon, 13 Nov 2023 17:38:34 GMT

Yes I've been paying 29.99 for the fibre for the last 6 months and also £43 for the broadband they said should of been stopped when I switched.

Re: Refund

Katie_B — Mon, 13 Nov 2023 17:40:57 GMT

Thanks for confirming @Scottyb123.

I'd recommend giving us a call so our team can chase this for you.

Katie

Re: Refund

XRaySpeX — Mon, 13 Nov 2023 17:49:23 GMT

Which of BT or EE has given you a new fibre optic broadband router? Is it for Full Fibre? Which router is it?