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Can EE really force me to cease in order to accept a lower ETF?

EddG
Established Contributor
Established Contributor

To cut a long story short:

1) EE agreed to waive my TV cancellation charges in Jan because they coudn't get parts of it to work properly

2) EE screwed up my contract pricing on an upgrade and it took over a month for DI to fix

3) My throughput speed has dropped 20% since December but the black and white Stay Fast Gurantee hasn't been breached.

After many many hours, on chat and phone over the past weeks, today I finally talked to someone with some reason.  They agreed that I could revert to my previous 12 month contract before the disastrous upgrade, but couldn't do this on the system for whatever reason.  So instead their compromise was: 1) If you switch, you will have to pay the full £665 ETF, 2) If you cease the service, without switching then we'll only charge you £235. 

I reluctantly agreed to the second option because they told me that my new provider would be able to just connect me with a date after the cease, ie only a day or two of downtime.  But after talking to Sky they say that due to the pending cease, until that clears they can't order.  So could be 10 days without service.

Surely, what EE are offering me is a slight of hand? Because the whole point of One Touch Switch is to make life easy! Couldn't EE just credit the difference between the £665 and £235 once the charges are applied? I'm not calling them up again to haggle this, as I've got everything in writing now I need.  But it seems to me I should get the cease stopped and then just switch via One Touch Switch to Sky and then argue it with the Ombudsman after? Essentially they're making the process of leaving unneccessarily difficult which is against Ofcom General Condition 7.

Regards
Edd
1 REPLY 1
JimM11
Community Hero
Community Hero

@EddG That is always the trouble when the cease gets applied, had you known this you would never have agreed to it at all, and sky are correct they just cannot do anything at all for you which is the same for any other supplier off BB! You will also have the issue now and need to check with sky if they will front the switch fee as you have the cease ETF and sky are not doing a OTS with you! Check with sky in the morning were you stand with them regarding it all! Never easy as they say! Better deal for you doing as is at least financially! Remember you have to pay the ETF up front to EE and then send the proof etc on to sky for all the approval, when you speak to them similar to EE it goes as an account credit and very hard to get the money back as an upfront paid to you! See the sky switching credit on the sky help!

Looking at it would say you are pretty well covered by sky with the wording here is the copy to the link below, 

Credit for switching your TV or broadband to Sky | Sky Help | Sky.com | Sky Help | Sky.com