topic Re: Door Salesman making false promises in Orders

Door Salesman making false promises

Osborne1213 — Mon, 25 May 2026 06:40:04 GMT

I had a salesman come to my door last week offering EE broadband and mobile. I'm currently on Plusnet so a swap to EE seemed straightforward and the price was cheaper than what I currently pay. They also said there wouldn't be a termination fee for Plusnet as they are part of the same group. All fine.

He then asked about my mobile deal at the minute. I'm on O2 and pay £29 for unlimited minutes, calls and 150gb of data. He said I could get unlimited everything for £13 a month if I switched to EE mobile too, due to a discount with the broadband. I said my current contract doesn't end till December so it'd cost a fair bit to buy out of it, but he insisted the EE team would pay the contract off if I made the switch. All sounded great so I agreed.

Since he's left, everything on the broadband side is fine (set up is due tomorrow) but I've found the mobile side seems to be a complete lie. He never mentioned that the speed would be capped at 10mbs. I've only seen this via an email I received from EE. I've also been in contact with EE chat and they say they won't pay off my O2 contract. Why would I agree to a cheaper contract if it's gonna cost me over £200 to pay off my current contract?

Any advice on where to go from here. I'm tempted just to cancel it all and stick with what I've got, although the switch over from Plusnet happening tomorrow will probably make this a pain as I'll have to revert back and probably lose internet for a few days.

Re: Door Salesman making false promises

Northerner — Mon, 25 May 2026 08:38:23 GMT

Hi @Osborne1213

You should complain, read here: https://ee.co.uk/help/contact-ee/complaint

Thanks

Re: Door Salesman making false promises

XRaySpeX — Mon, 25 May 2026 15:07:04 GMT

EE would pay off up to £300 of your termination fees for BB but won't pay a penny of those for mobile.

Re: Door Salesman making false promises

Ali_A — Tue, 26 May 2026 13:41:38 GMT

Hi @Osborne1213

It's great to hear you've joined EE for Mobile and Broadband and your transfer over with the Broadband has gone as expected.

However, sorry to hear about the confusion with your mobile deal. We currently don't offer to cover termination fee for mobile contracts.

We want to give all our customers an excellent service so I'd recommend giving our Customer Service team a call to discuss this further, who can also raise a case, where our dedicated team will look into the details and take ownership.

If you're still within 14 days of connecting to the EE Mobile, the easiest may be to cancel the SIM and return to your previous network.

To leave feedback about our door-to-door teams, you can also visit EE door-to-door sales

Ali