Broadband Switch from Virgin to EE and Termination Fees

[Antanas3]

I visited the EE branch to upgrade my phone and was offered the option to switch my broadband from Virgin to EE. I informed the representative that I wasn’t interested since I had just signed a contract with Virgin. He assured me that EE is part of Virgin and that they could handle the switch on my behalf, covering any termination charges, which I know would be much higher than £300. He mentioned that this would save me £5 per month on broadband. I agreed to the switch, but the next day I received a message from EE stating that they would only offer a £300 bill credit for the switch. My question is: was the assistant mistaken, or did EE send me the wrong information?

[JimM11]

@Antanas3 EE is not part of Virgin in any format what so ever, and £300 is all that they will cover and that is also not 100% guaranteed. Link below will explain it all.

Switching Credit | Broadband Help | EE

[Mustrum]

@Antanas3  the assistant is either incompetent or outright lied.

You may wish to cancel the EE Broadband and make use of the complaints policy. https://ee.co.uk/help/contact-ee/complaint  

[JimM11]

@Antanas3 Copy for the help link to get you moving, if you have decided that you are NOT going to change over your broadband then get onto it asap before the sale gains any momentum within the EE system, once it starts you will have major problems getting it stopped, and do not contact VM in any way to cause further confusion. HTH

Help & Support | EE

Switch Broadband | Switch Broadband Providers to EE | EE

[chrisjp1]

I'm afraid the most likely reason is that the assistant outright lied. Switching to EE from BT or indeed from any other broadband provider is now being pushed hard by BT/EE, and both their shop and telephone agents are monetarily incentivised to get people to switch. So they'll say anyhing to persuade a customer to do so.

The moral is: don't believe anything a BT or EE agent tells you!

[RG999]

And the same goes if a Virginmedia sales person offers a similar deal to move from BT/EE.  They can be equally misleading. 

[Antanas3]

Thank you for all replies. It was very helpful.