topic Re: Charged twice for broadband since 2021 in Broadband & Landline

Charged twice for broadband since 2021

Katek4t3123 — Mon, 27 Mar 2023 14:02:57 GMT

So back a while ago I had a phone call saying that my EE broadband was changing & merging with BT so I had to change my provider over to them.

I agreed to this & was told I didn’t need to do anything at all that my router would arrive shortly & that my EE contract would end & so would the direct debit & that the BT contract & debit would commence.

I was told that I didn’t need to do anything at all.

This was around September 2021. Fast forward to now. Going through my debits to see what I could cancel with the current cost of living. Noticed 2 monthly debits from EE (one for my mobile phone) & one from BT.

Upon queried this it turns out that every month since September 2021 I’ve been charged twice for broadband ( £39.33 for BT & EE £47.25) as there has been an error & that the EE should have terminated instead of keeping taking payments.

I did not notice this as I knew an EE payment comes out so it just didn’t flag up my attention. This is a lot of money that has been taken from me £897.75 to be exact & I’ve now been told I can only get a refund for the past 6 months which is around £250.

This was through absolutely no fault of my own so I feel I should rightly be refunded the money that was taken from me. I’m currently seeking further advice regarding this as it’s a lot of money that I will have lost when I was told I didn’t need to do anything at all.

I’ve been a loyal customer for over 20years & paying around £110 every month for my phone bill which has now made me think twice.

Has anyone else experienced anything like this? I’ve found a lot of posts saying the same thing.

Re: Charged twice for broadband since 2021

XRaySpeX — Mon, 27 Mar 2023 15:10:05 GMT

You can't be paying 2 ISPs for the same BB line. Did you have a 2nd BB line installed by BT & agree to it or did you switch between FTTP (Fast Fibre) & non-FTTP?

Re: Charged twice for broadband since 2021

Katek4t3123 — Wed, 05 Apr 2023 13:44:41 GMT

I was & they’ve said that’s what has happened. They were meant to stop the debit for EE but said for some reason it didn’t stop so have been charged twice in error since September 2021. They’ve said it’s an error on their behalf but only willing to refund me 6 months which is a small amount of the money that was taken from me.

Re: Charged twice for broadband since 2021

Katie_B — Wed, 05 Apr 2023 13:58:35 GMT

Hello @Katek4t3123.

Thanks for coming here.

I have sent you a private message for more details and would love to see if we can get this looked into further.

Speak soon,

Katie

Re: Charged twice for broadband since 2021

Richhooley01 — Sun, 02 Jul 2023 17:19:49 GMT

Hello, the same thing has happened to me. Are you able to assist?

Re: Charged twice for broadband since 2021

Katie_B — Mon, 03 Jul 2023 06:37:48 GMT

Hi @Richhooley01.

Welcome to the community.

Are you aware of how long this has been going on?

Do you have two broadband accounts?

Katie

Re: Charged twice for broadband since 2021

Richhooley01 — Mon, 03 Jul 2023 12:59:20 GMT

hi, yea it’s been going on since i renewed from EE to BT in november 2021

Re: Charged twice for broadband since 2021

Katie_B — Mon, 03 Jul 2023 13:19:57 GMT

Thanks for confirming @Richhooley01.

Does it show one charge from BT and one from EE?

If yes, please give us a call on 0330 123 1105.

Katie

Re: Charged twice for broadband since 2021

Lee339 — Thu, 13 Jun 2024 19:26:13 GMT

Hello, I know this is an old thread but please can someone update me on how this got resolved? We have just realised the BT didn't stop our old broadband contract when we renewed which has resulted in them take £44 a month for the last 8 months.

We have called up and they are saying they can only refund 3 months. It's bad enough getting robbed at the supermarket for your weekly shop at the moment let alone paying for a second telephone line that doesn't even exist!

Re: Charged twice for broadband since 2021

Mustrum — Thu, 13 Jun 2024 19:57:07 GMT

@Lee339 did you change the way you broadband was delivered when you changed ie from via your phone line to fibre or did it stay the same?

Depending on the answer you may be able to get a bigger refund.

Re: Charged twice for broadband since 2021

Lee339 — Thu, 13 Jun 2024 20:39:41 GMT

I'm unsure how this makes a difference when my contract came up for renewal we UPGRADED to fibre from the advice of the sales rep as we could get fibre for just a few pound more a month..... What they forgot to mention we still charge us for the old broadband and a telephone line that we don't have as we have fibre.

Re: Charged twice for broadband since 2021

Mustrum — Thu, 13 Jun 2024 21:08:49 GMT

@Lee339 Upgrading to full fibre does not mean you don't still have old broadband and a telephone line, especially when you have moved to a new supplier. If it was the same supplier you would have a clear claim.

Are you able to confirms when the telephone line and broadband stopped working? Did you move your phone number to your new fibre service? Did you get a new router or did you have to use the old one?

Just looking to see who you should be directing your claim - if you have one, to.

Re: Charged twice for broadband since 2021

Lee339 — Thu, 13 Jun 2024 21:22:45 GMT

We didn't change provider is was with BT and the upgraded was also with BT. We received a new router and I'm unable to tell you when the old internet stopped working.

Re: Charged twice for broadband since 2021

Mustrum — Thu, 13 Jun 2024 21:41:50 GMT

@Lee339 That was not the only question I asked, what about the phone? And did you get a new router?As for not changing provider, this is EE, are you now being billed by EE - if so you changed provider.

If your bulls are all still from BT, then it is BT you should be addressing your claim to.

EE has been part of the BT group for nearl 10 years, and like Plus Net, have operated as a separate entity until their recent "New EE thing" . That said there has not been a seem less transfer of accounts or bills or some other matters - hence I think you need to treat it as two separate companies - by all means take the BT billing offer, but you now also need to claim from the New EE

Re: Charged twice for broadband since 2021

JimM11 — Fri, 14 Jun 2024 09:39:36 GMT

@Lee339 If you look at your bank statements, you will be able to see when EE started taking there DD and that would be when the UPGRADE / MOVE to them began, There are all kinds of rules especially going from ONE type of connection to the other, and if you did/not agree at that time, look at the terms and conditions for both BT/EE. Leading provider which would be EE normally take care of all the switching and the notification, but does sound like your beef is with BT. 3 months is the norm for the refund, no matter who makes the mistake but you want to get it sorted asap and we are only here to help as mustrum has tried to advise. Hope you get it sorted.