EE renewed my contract without my consent

Fsdss · ‎18-07-2024

I moved from BT to EE Broadband in early March 2024 when my BT contract ended. Unfortunately they had to move me to EE apparently and I’ve had issues with customer service ever since.
I was unable to see my broadband bill as they couldn’t link my EE broadband account to my EE mobile. This wasn’t resolved till June 2024.
In July 24 I asked to reduce my TV package which they did but I have discovered when doing that they recontracted me to their broadband!
I then questioned what happened only to discover they also reconstructed me in June! Again without my consent.
I have received no emails at anytime saying I was re contracted and I suspect something if wrong with their system but I have had to make a complaint to get this sorted.
Any other customers having this issue??

Fsdss · ‎20-07-2024

I’ve found out more today. If you switch between Full works / Big Sport twice within 31 days you’ll re contact your tv and broadband.
They say I changed something in June (which I didn’t) which may be why I could be within the 31 days and therefore had the new contract.
I’ve had lack of clarity around Netflix and the big sport package I’m on as it says it has Netflix when it doesn’t include that so I’m leaving if for a few days to settle down and order again what I need and I’m still waiting on hearing back from the complaints team.
As I can renegotiate 4 months before the end of my contact this shouldn’t make any difference if I say with EE.

I do think things need to be explained better by the call handlers as they seem competent but should explain the impact of reducing the TV packages.

BE VERY CAREFUL WHEN DOWNGRADING!!!

View solution in original post

XRaySpeX · ‎18-07-2024

@Fsdss wrote:

they recontracted me to their broadband!

Reconnected you to whose BB? EE BB contracts are 2 years long. So if you started in March 2034 you'll just continue on it until March 2026 or when you cancel it.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

Schockwave · ‎18-07-2024

@XRaySpeX was meant to write: so if you started in March 2024, not 2034!!!

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.

Fsdss · ‎18-07-2024

They say I recontacted so that you mean a new 2 year contract. That also said they sent me emails which I haven’t received.
I guess it’s either call handlers wanting commission or some failure of their IT.
I’ll be interested in how they explain this.

Fsdss · ‎20-07-2024

I’ve found out more today. If you switch between Full works / Big Sport twice within 31 days you’ll re contact your tv and broadband.
They say I changed something in June (which I didn’t) which may be why I could be within the 31 days and therefore had the new contract.
I’ve had lack of clarity around Netflix and the big sport package I’m on as it says it has Netflix when it doesn’t include that so I’m leaving if for a few days to settle down and order again what I need and I’m still waiting on hearing back from the complaints team.
As I can renegotiate 4 months before the end of my contact this shouldn’t make any difference if I say with EE.

I do think things need to be explained better by the call handlers as they seem competent but should explain the impact of reducing the TV packages.

BE VERY CAREFUL WHEN DOWNGRADING!!!