Bill

[DaleMac]

I recently cancelled my BT TV and switched to Sky. At the same time, the BT operator suggested switching to their broadband partner (EE) as they’ll soon be stopping domestic broadband.

They offered to do it cheaper than my BT contract at £47.99 for the 900mps full fibre. So I signed up.

The switch happened and everthing is working fine. Got my first bill of sale£57.99!! Phone EE, explained over the phone. The operator had to check the recording of the conversation (I don’t think she believed me) to find I was correct. She said she couldn’t change the price herself as that wasn’t her job. Said she would investigate with BT and some one would get back to me if the bill hadn’t changed.

Im still waiting for my bill to be reduced and no one has contacted me. My new bill has gone up to £60.99, £13 more than what I was told.

[XRaySpeX]

The last £3 pm increase is a contractual price change that occurs from 31st March each year - see Annual Price Changes on EE (2025)

[Peter_W]

Hi @DaleMac.

Welcome to the EE Community!

Thanks for taking the time to let us know about your experience when switching, too. 

When was it you spoke with someone and were advised they would investigate the call?
Peter

[DaleMac]

The call to BT was on Dec 9th 24. 
The call to EE was 2 Jan 25. The operator actually listened to the call whilst I was on the line and said ‘You’re correct, they’ve quoted £47.99 per month. I’m not sure why as that’s a price we don’t offer. We can do something about it, but it’s not my department.’

Radio silence since then. I asked to switch back to BT, but she said you’re outside the cool off period. 
I said I was paying for a contract I didn’t agree to!?!

[Peter_W]

Thanks for explaining all of that for me @DaleMac.

As it's been quite a while since you last had an update on this, my recommendation would be to get this raised as an official complaint. 

That way we can make sure that this is fully investigated, and your case won't be closed until either a resolution is agreed, or it's escalated to the Ombudsman via a deadlock letter. 

You can find out more details via our complaints code of practice too. 

Peter