Details of usage and transparency of bills.

[Andycam1]

Hi. We are victims of the BT EE Broadband scam/scandal.

2 years ago we were told that our Broadband contract had been transferred from BT to EE, under a 2 year contract. This happened at a time when my health was depleted by a serious illness and I was taking some very strong medication, we are both aged pensioners. We didn’t sign a contract and we were not presented with a contract. In the first year the price increased by about 50% the second year by 100%. We asked at their Liverpool 1 and Speke Retail Park retail outlets if we could stop, their response was that they would take legal action against us if we stopped, we also called them and again we were threatened with legal action. Not having the stomach for a legal fight we decided to leave things as they were and pay up to the end of their alleged contract term. Accordingly we gave notice to leave EE 3 weeks ago, and stopped giving them access to our account. EE’s response was to issue threats of legal action should we not pay their demands for payment due to leaving early, the truth is we didn’t leave early. We have been trying to get a bill. They sent to us a bill for the last month with another increase of 20%. We have requested a proper bill with a breakdown of their alleged costs but can’t get any response. This company is a nasty dangerous company and we are thinking of taking this to the Regular and our Member of Parliament as what they did is a clear form of inertia selling. 

[Chris_B]

@Andycam1  You give notice to terminate you don’t just stop paying to end a contract.  If you want to change to a new provider you start that change and the new provider will notify EE that your changing providers and a final bill is produced ending your contract with EE.  

can you clarify what was that scam/scandal about EE/BT ? You only changed to EE once you got to the end of the BT contract. 

[Peter_W · Accepted solution]

Good morning, @Andycam1 

Thanks for taking the time to highlight the experience you've had with your contract.

Whilst some customers were migrated over from BT around 2023 and 2024, we'd still expect all of the contract terms and cost of your plan to be clear. 

Also whilst there are annual price increases to our broadband contracts, increases of 50% and 100% at seemingly random intervals definitely doesn't sound right.

Have you ever spoken with our customer care team directly about this?

Whilst stores can give a general overview, our team over the phone can give a more detailed breakdown and help troubleshoot the issues you've noticed, too.

Peter