Extend your broad band ... but no broadband available in my postcode!

[biggoodbob]

Got an email saying my bb contract is coming to an end. I try to renew to be met with a statement that broadband isn't available in my post code. Since I bought the house 12 years ago I have clearly been living under the misapprehension that I have broadband. [Note to EE: can I have back all the money I've paid for this non-existent broadband?]

I put in a complaint on 5th October 2026, which was acknowledged, but of course I've had no follow up. The complaints page the delay is currently 7 days. I look for the complaints code of practice and am met with this page :  https://ee.co.uk/regulatory which doesn't bother to put a download link in. 

When I thought I'd cancel I was promised a call back at a specific time - of course this didn't happen.

Is recorded delivery the only way to get through to EE? No, I'm not hanging on for 30+ minutes.

[Northerner]

Hi @biggoodbob 

Not sure why you complaining becase the postcode looks up does not identify your address, seems a bit oversensitive.

Just use one of the many broadband transfer services and move to another provider, it is quick and easy now. 

If you want to cancel then call,  hold on and wait to get it over with would be your best option or move to another provider and let them manage the situation.

Thanks 

[biggoodbob]

The very email I was sent takes me to the page which says broadband isn't available. I don't quite see why oversensitivity comes in.

Can I politely ask when you last called EE. I have now tried 3 times and the minimum time I've been quoted or actually waited is 25 minutes. All numbers given which purport to be complaint specific get funneled to the same response system.

I'm left with the situation where I have no idea what will happen when the broadband contract ends and EE's mobile signal is 0 bars. By doing nothing EE have wasted 16 days of the 25 days notice they gave me.

[JimM11]

@biggoodbob Got to the EE website, login to your account and upgrade that way, does none off that work for you after all you are an EE customer unless they really want to get rid.

GUIDE to 66033 as a text from your mobile, sit back and wait for the call back.

The cut-off date is 31st Jan 2027 for PSTN and depending on the connection type currently emergency landline operation and zero BB Broadband along with it, just so you are aware.  

[biggoodbob]

Thanks Jim

1 response; 2 paragraphs showing my ignorance.

I tried website upgrade route and got Sorry, EE Broadband isn’t available where you live yet.

Sorry  I don't understand the 66033 comment. Is GUIDE some magic incantation?

It's Fibre 50. Should I be worried about Jan 31st 2027?

[biggoodbob]

Do I have to say @JimM11  so you hear of my reply?

[XRaySpeX]

You can always continue on your existing plan w/out doing anything. These BB contracts don't just end, just the min. term expires. They are not fixed term contracts. After the min. term they just carry on at the non-discounted price on a rolling 30-days' notice basis until you explicitly migrate, cancel or upgrade.

You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.

[JimM11]

@biggoodbob Rings the bell when you tag but not always, so don't worry about that, going to link the BTW site, just fill in the Building number and your postcode, looks like you are on FTTC connection, but would also be good if your landline if using that it is attached as a Digital Voice connection also. The text from above allows EE to call you back on your mobile so your not hanging on waiting in the call queue, it displays as BT or EE Guide calling as they are both dealing with everything currently.

BT Broadband

[XRaySpeX]

No, we are all aware of your posts but best to click on the "Reply" button of the post you want to reply to so that it is evident to what your are replying.

[biggoodbob]

Thanks @JimM11 and @XRaySpeX 

Phew. I was worried about being cut off. No mobile signal but WiFi calling works great.

The BT Wholesale page is incomprehensible to me. There is no phone line and the rest is written in acronymese.