Contract upgrade showing while switching to BT Broadband during house move

[Deva89]

 Hi everyone,

I currently have an active EE Broadband contract which is due to expire on 24 March 2026.

Recently, I upgraded the contract for another 2-year term starting from 25 March 2026, so there is currently a contract renewal order in progress in my account.

I called 150 to inform EE about this. However, I am moving home on 20 March 2026, and advisor told me they would create a new order BT Broadband at my new address starting on 20 March 2026 related to my move and cancel the contract renewal order EE Broadband (the upgrade starting 25 March).

My new broadband service with BT is now scheduled to start on 20 March, but when I check my EE account, the contract renewal order starting 25 March is still showing as open and does not appear to be cancelled or closed yet.

My concern is whether the renewal order might still go through, even though the advisor said it would be cancelled.

Thank you for your help.

[JimM11]

@Deva89 EE and BT are different ISP's so you need to look at EE being cancelled, takes time for that to happen and show you, any then on your new BT account for the BT one to start.!

[Deva89]

I didn’t ask for BT broadband. I only called EE customer care and they created a new order with BT. However, my existing upgrade order wasn’t cancelled even though a new contract order was created.

[Debbie_G]

Hi @Deva89.

Thanks for coming to the community.

If a new BT Broadband order has been set up for your move, your EE renewal shouldn’t go ahead. It can take a little time for the cancellation to show in your online account, and this usually updates once everything's been processed in the background.

As we can’t see account details here on the community, the best thing to do is give our broadband team a call. They’ll be able to check the order on your account, confirm the renewal has been stopped, and make sure everything is set up correctly for your move.

Debbie

[Deva89]

Thank you @Debbie_G

Here are my account details:
Account number: GB*** 
Order reference: VOL0***

Could you please confirm if the EE renewal has been cancelled and that my new BT Broadband order for the move is correctly set up?

Thank you for your assistance.

[Mod edit: Removed personal information from the community]

[Debbie_G · Accepted solution]

Thanks for getting back in touch, @Deva89.

I’ve removed your account details from your post to keep your personal information safe.

We don’t have the ability to access or confirm any account information here on the community. I'd recommend getting in touch with our team over the phone. They will be able to access your account to check this further and confirm the status of your order for you.

Debbie

[Deva89]

Thank you..