Broadband

[SEM7]

EE has completely failed my elderly grandmother during their broadband switch-over process. Despite EE heavily promoting a switch-over refund, they have refused to process it, even after we provided copies of the final bill multiple times exactly as requested.

My grandmother is nearly £200 out of pocket, and EE has shown no willingness to assist, explain the delay, or take responsibility. This is especially upsetting given that she is an elderly customer and should have been treated with care and fairness.

The lack of support, accountability, and basic customer service has been shocking. What is advertised as a simple and reassuring switch-over incentive has turned into a stressful and financially damaging experience.

I would strongly advise others to be extremely cautious about EE’s broadband switch-over promises. Based on our experience, the refund that is widely promoted is not being honoured, and customers may be left chasing money they are entitled to.

This situation is unacceptable, and EE should be ashamed of how this has been handled.

[JimM11]

@SEM7 There is Nothing that the Forum or even the EE Support can do for you, they will see it and no doubt someone will reach out, and if you feel have followed it all to the letter as switching is then all you can do is raise a further complaint! It is ALL documented in the switching conditions and a major is BT/Plus Net etc same group off companies as EE it's not going to happen!

Switching Credit | Broadband Help | EE

[Ali_A]

Hi @SEM7 

Great to hear you have joined EE and taken the Switch-Offer. Sorry to hear you're still waiting for it to be processed. 

A few questions to ask- 
When did you order the EE Broadband service and when was it activated? 
Does the name and address on the previous provider’s bill must match the name and address registered to the EE account? 

When you emailed the final bill from your old supplier to switch-team@ee.co.uk (within 2 months of joining EE), along with your EE order number in the subject line, did you receive a reply to say it had been received? 

Once we’ve received your bill and validated the leaving fees, you’ll get an email to let you know if your claim has been successful.

The amount will be credited to your EE account within 28 days of us receiving your bill.
As @JimM11 mentioned, the offer excludes termination charges from BT Group (BT, EE and Plusnet) products, or any business (non-consumer) broadband. 

Ali