EE trying to get me to stop my OTS to get an extra months payment from myself

[Profile closed]

So, I was with BT and have been moved over to EE in the last few days. My current contract with BT/EE ends in August so I have decided to move over to Virgin Media, as they offer far better speeds at much less money. (40mb for £42 with BT Vs 500mb for £32 with VM)

VM set up my account and set up a One Touch Switch for when my contract ends with EE in August. I gave EE a quick call just to make sure the One Touch Switch was in place and to make sure that my 30 day notice was in place.

I was put though to a lady from "loyalty" (Customer Retention) and I said that I wanted to check everything was ending when I was out of contract etc, and she I'd need to give them 30 days notice. I said about the One Touch Switch, and she said I'd still need to give 30 days notice AFTER the One Touch Switch was set..so once I was out of contact, I'd still need to give them 30 days. I said no, I'm giving you 30 days notice today. She told me the only way I could do that was to contact VM and get them to stop the One Touch Switch and to then call EE back to give the 30 days notice.

All this confused me, because as far as I'm aware, according to Ofcom and VM...and eventually EE themselves, the One Touch Switch WAS the notification and said Loyalty lady was talking rubbish. 

Maybe I confused her by calling up to double check that the One Touch Switch was in place (I mean it should all work seamlessly but mistakes can happen, hence why I double checked) but it just felt like a very poor attempt on her part to try and muddy the situation, to get me to do something I clearly didn't need to do, all to try and get an extra months payment out of myself.

[XRaySpeX]

@Profile closed : With OTS no notice is required to the losing ISP provided you switch after your min. term ends.

However I did believe that when you are switched from BT to EE, you have to start a new contract with EE. Perhaps someone who has been switched will correct me.

[Profile closed]

Hi, yeah I was aware that once a OTS was done from VM's end I wouldn't "need" to contact EE, but I tend to like to dot the T's and coss the I's because, while something SHOULD work one way, it doesn't always...maybe I'm a bit jaded in my old age lol

And I'm guessing from the EE loyalty ladies standpoint, it would be in EE's benefit for me to cancel the OTS with Virgin and then to wait until after I'm out of contract to give the 30 days notice. It certainly seemed underhanded of her to say that, and to even claim that once I hit the OTS switch date in August I'd still need to give 30 days from that point, even though any contract with EE would come to an automatic end at that point (with 30 days already given etc) because of the OTS, cuz that's what it's for.

And in regards to the moving over from BT and contract and such, I was worried that I would be put into a fresh one with EE but I had multiple emails from BT saying that wouldn't happen and on the EE app after I was moved it said I'd be out of contract come August.

[Profile closed]

So, update.

EE have confirmed that I don't need to do anything in regards to 30 days notice etc because of the OTS. They also confirmed that the switch date was outside of my contract, so no issues there.... until very late last night.

I get an email from then saying that I've cancelled my broadband outside of my contract and that I'd need to pay them money. I was tired and it was like almost midnight so I thought to myself I'll just deal with it in the morning. Wake up to find my broadband has been cut off and when I went on the EE app it said I had no services with them. So well done EE on cancelling my broadband before the OTS date. G-f'in-G

So I now have the spend the day with no broadband, but that's ok because I'll likely be on the phone most of the day trying to get EE to sort this mess out.

[XRaySpeX]

Or VM have carried out your OTS now instead of waiting?

You were unwise ever talking to EE. That's why it's called "One Touch". You touched too much!