Changing broadband

[Joshuabutler]

Good morning I came to my closest store last month and changed my device to the I phone 17 and was told of if I change my broadband from utility warehouse to Ee that my settlement payment would be covered by yourself’s and I’ve not received this payment of £284.48 that will be coming out of my account tomorrow? I’m not happy what is happening with this settlement from yourselves? 

[JimM11 · Accepted solution]

@Joshuabutler You are aware that you have to pay the previous ISP's leaving bill, until that is done you do not get anything at all from EE, it's for you to pay it not EE to give you the money to do so. EE will eventually refund what the deem is the final ETF from seeing your bill once paid and submitted to them. The details about it are all below as linked to EE.

Switching Credit | Broadband Help | EE

[Joshuabutler]

I wasn’t aware that I was to pay this myself prior to my termination from utility warehouse I was informed that if receive the payment to pay my final statement.


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[JimM11]

@Joshuabutler The link explains it all. take it you have submitted the bill, and are with EE, past the 14 day's cooling off period etc, if you have not done this yet start it now, AND you will have to ask EE to pay it back to you, they apply it as a credit to your account not as a lump sum paid back, ie £300 at £30 per month, then free broadband for 10 months as paid up front.

Must be the way the Shop sales people explained it all to you, lot's off posting's around this switching credit payment, and some do not get it paid back for other qualifying reason's.

[Joshuabutler]

I done all this in store so at the talbot green department where I was told that I’d be credited the money and pay the termination fee. 
Would it be possible if you can check this has been completed your end?

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[JimM11]

@JoshuabutlerThe FORUM is not EE CS (Customer Service) you need to call them, if you have not submitted your bill then you can rest assured NOTHING has been done at all. EE customer just call 150 from your landline or an EE mobile 8am onwards.

[Joshuabutler]

So this isn’t cs? 

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[JimM11]

@Joshuabutler 100% sure the Forum is NOT EE CS.

[Joshuabutler]

I didn’t realise this was a forum unfortunately I asked for help and this came up.

[JimM11]

@Joshuabutler No problem as before EE CS does not open until 8am so there is know one to speak to until that time. Good luck with it all, would advise you to look at the link, if not followed you will be getting nothing until it is all done.