Immoral and illogical early termination fee (moving from Plusnet)

[theinspiration]

EE and Plusnet are - apparently - exactly the same company.

So why do Plusnet charge a termination fee when an EE salesman persuades me to switch.

And why does the EE salesman say I will definitely get the termination fee back?

You can't have it both ways! Plusnet should not charge a termination fee or EE must honour all termination fees, even from within BT group. How do sales staff not know this?

EE are unbelievable!

[robh661]

It’s the same with BT, I went to try and get the faster speed EE were bragging about, but BT who own EE & Plusnet wanted £800 for termination fees as the faster speed was for NEW contracts only and cheaper than my BT Broadband. So I ended up doing a basic switchover which gave me the same speed at the same price. 
So my inflated price is subsiding the new contractors on the 1.6gb. 

[XRaySpeX]

Not exactly! They are 2 distinct ISPs with their own markets, products, services, prices & ethos.

EE will pay up to £300 of your Early Cancellation Fees upon sight of your previous ISP's (any ISP!) bill showing them. You can claim this online @ Switch Broadband to EE and we'll pay your leaving fee. It will be applied as a credit to your EE bill.

Sorry, doesn't apply to migrations from BT or PN.

[theinspiration]

They are not paying and they are not honouring the bill I sent them, for the reasons stated above!
This is mis-selling and we are now in OFCOM territory - for whatever that is worth! 😀

[Matt_124]

How was your order placed for this package? Was it over the phone, in-store or from a door-to-door sales representative?

Unfortunately you were given the wrong information by this individual, as the Switching Offer is not valid when moving from other companies within the BT Group.

For customers moving from BT there is an established migration process to EE, but there is no equivalent for this with Plusnet.

This is specifically outlined on the Switching Offer/Early Cancellation Credit information page here:

 https://ee.co.uk/help/broadband/getting-started/early-cancellation-credit 

"Offer excludes termination charges from BT Group (BT, EE and Plusnet) products."

[XRaySpeX]

Not in OFCOM territory as they don't consider individual complaints 😞 . Anyway migrations from PN don't qualify for repayment of exit fees. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[theinspiration]

Hi, yes! It was over the phone and I wasn't even calling about broadband.

I was happy to stay with Plusnet and just use EE for my SIMs.

I had the hard-sell and they said that Plusnet was being wound-up and it
would be easier to change now and get a good deal, rather than when Plusnet
was pulled.

They explicitly 100% knew I was with Plusnet, and they explicitly 100% said
I was eligible and told me exactly how to claim back.

I wasn't even looking to change broadband, really. So I feel a bit stupid
and very angry with EE for telling me things that were incorrect.

[JimM11]

@theinspiration Read the posting of @Matt_124, it is in the contract so YES Plusnet charge you the Early Termination, and EE give you nothing. 

[theinspiration]

Thank you. What I meant to say was that OfCOM can gather individual complaints as a body of evidence.

[theinspiration]

That is clear now, but I was told the opposite by an EE salesman who was very keen for me to come over from Plusnet.
I don't think that's good behaviour, which is why I am posting on this forum.