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Can my broadband account be out on hol?

Louisejules17
Investigator
Investigator

‎19-07-2021 11:35 AM

Hello, I desperately need help with my account! I have had to move to a domestic abuse refuge and now cannot afford to pay my monthly broadband bill. I called and spoke to someone on Friday and they told me nothing could be done apart from paying the cancellation fee (which I cannot afford) or switching the account to my ex-partner. Initially he said he would take the account on so I added him as a third party to the account and then I told him that he needed to call ee to confirm, but he refused to take the account on. Of course if I had anticipated being moved to a refuge I would never have got wifi installed in the first place but these things happen! I can no longer afford the monthly bill or cancellation fee. I am desperately anxious and would just like to know if there is any way the account could be put on hold until I’ve been put in permanent housing. This is a desperate plea from a desperate customer who just wants to not have to worry about being unable to pay a monthly bill. Please could someone help? Thank you!

0 Helpful
2 REPLIES 2
Christopher_B
EE Employee

‎19-07-2021 11:54 AM

Hi @Louisejules17

 

I'm so sorry to hear that you've been going through this. 

 

Although we can't do anything to help with your ex-partner take over the account unless they're willing. We should still be able to look into ways we can help you manage your bills. When you spoke to the team over the phone were you given any advise around this? 

 

Just to let you know, there are several organisations that can offer free, independent advice if you are struggling to pay your bills in general.

 

I've listed some below which you may wish to consider should you feel you require support in finding a solution to your financial situation.

 

 

 

Thanks 

 

Chris​​​​​​​

0 Helpful
Louisejules17
Investigator
Investigator
In response to Christopher_B

‎19-07-2021 12:15 PM

Hi, thanks for the swift response, the person i spoke to was friendly and tried their best but said the only thing they could do was give me one month free and switch my account to this temporary address I’m now in, however this address already has wifi free of charge and now that I’m homeless and jobless, one month free isn’t really helpful to me as I’ll have to start paying again eventually. I obviously do not want to keep paying for my account for my ex partner, and moving it to my temporary address is pointless and costly to me now I am financially independent on benefits. Thank you for the options with regards to helping pay bills, I will look into those. So many people keep telling me that because of my circumstances I should be able to have my account on hold and I was just seeing if that is at all possible.

Many thanks 

Louise 

0 Helpful