Charged £210 X3 for non-return of equipment

[shenn54]

Hi everyone,

I need urgent assistance from a forum moderator or the team to sort out a ridiculous equipment return penalty and prevent further incorrect charges.

Over the past two months, I tried to set up EE broadband three separate times:

Each time, the Wi-Fi 7 Hub and Smart WiFi Plus extender arrived promptly within two days.

On every agreed installation date, no engineer ever showed up, and nobody contacted me.

Following the missed appointments, the orders were simply cancelled automatically without explanation. My online account shows no active details or order history.

Because this happened three times, I now have three full sets of Wi-Fi 7 Hubs and Extenders taking up space in my home. I only ever opened the first box; the other two are completely sealed and untouched.

A few days ago, I received a bill demanding £210 for failing to return equipment. Looking at the reference, this £210 charge is only for the first set. This means I am now sitting here waiting for another two separate £210 bills to arrive out of nowhere—potentially totaling £630 in penalty fees for services EE never installed!

This is completely unacceptable. The failures were entirely on EE's end, and I was never provided with return bags, prepaid labels, or instructions on where to send anything. I do not want this equipment, but I will certainly not pay return postage out of my own pocket for failed orders that were not my fault.

Could a moderator please step in, look into my details, waive the current £210 charge, ensure no further penalties are generated for the other two sets, and send out prepaid return packaging so I can return all three sets at once?

Thanks in advance.

[shenn54]

You're right, it really couldn't be upgraded directly. That's why before placing the order, I moved the EE broadband at this address over to another property (which happened to need broadband anyway). So my current address has no active broadband service at all right now, just the Openreach box. After that, I applied for the 1.6G service using a new account.😫

[JimM11]

@shenn54 Did you home move one to the other? Still would have the same effect EE wise doing that, unless you were out off contract period or EE did not insist you stump up an ETF to do so, home moves are just as bad rules wise. You will hopefully get it all sorted out someday, just watch EE does not yank your returns fee's out as they can do that real easy...

You might find a posted date on the packages, that may help 1st 2nd 3rd etc, more working out to be done.🙄👍

Put a note with each package returned by Joe Blogs etc from unknow potential account but from this common address, you can track ALL THREE get there and let EE work it all out, Taking to the post office is one sure way as you will get three individual tracking references for sure.....

Good chance the Barcodes on the two complete packages contain all the Information EE needs, that would happen if RM could not deliver and those were returned to sender....

[shenn54]

I’d been on EE 900Mbps at my current place, but wanted to upgrade to 1.6Gbps. Since my contract wasn't up yet, paying the early cancellation fee just to close the account and reapply didn't make sense. But I have another rental property where the BT broadband was ending, so I called BT to cancel it. Then, I moved my current EE broadband over to that property so I wouldn't be hit with a penalty, and only then did I sign up for the 1.6Gbps service at my current address.

Funny thing is, on the first install date, some random person messaged me on WhatsApp saying they were here to set up my broadband. They asked if I had a Nokia ONT at home. I said yeah, and then they completely ghosted me. So I contacted customer service, they booked me a new slot, but again, nobody showed up on the new date. That's how I ended up with two hubs and extenders. So I figured I'd give it one last shot, and sure enough, same story. Haha, ended up with yet another set of hubs. Classic EE. No clue what kind of mess they're running.

Anyway, thanks for your help. I'm just going to find a huge cardboard box, pack everything up, and ship it all back in one go, with a note inside explaining why there are three sets of equipment. Hopefully they can sort it out. I'll also video the entire packing process just to keep proof. If they hit me with another bill or sell it off to debt collectors, I'll have all the evidence ready to go.

[JimM11]

@shenn54 Way to do it with the returns, do take a look at your ONT fitted, yellow connector for the Ethernet port 1Gb/s one so good to the FF900, Orange connector then you have the 2.5Gb/s one, yellow one needs to be changed out for the Higher 1.6Gb/s package needs OR Engineer visit to change it over and provision it on to the Fibre Network then EE can package it correctly for the 1.8Gb/s that OR does to give you the required overhead if you ever manage to get it sorted EE wise.