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!

[XRaySpeX]

Even if PN were being wound-up, which I doubt, its users would be auto moved to EE on new contracts if they are willing.

[Mustrum]

@theinspiration   it is unfortunate that you did not check on the PlusNet forum or went via PlusNet to move to EE to maintain or improve services. Early termination charges could have been avoided had you done so.

However the EE Terms and Conditions clearly show that "

Offer excludes BT Group employees. Offer excludes termination charges from BT Group (BT, EE and Plusnet) products. There is no cash alternative to this offer. 

So no, EE are not going to pay as you did not go via PlusNet customer services.

@robh661  not sure of your specific details, there have been examples of people coming from BT and moving to the 1.6Gb service, but like those legacy EE customers wanting to upgrade the path is not straight forward, and not may know the key.

[theinspiration]

Some of you on here are implying that it is my fault. I don't think it is when a member of the EE sales team tells me absolutely 100% that I will be paid back the termination fee. They knew full well I was with Plusnet and they used this fact as part of their reasoning to switch.

I then get some crummy email from the switch team implying I am trying to scam them.

I let the guy in the phone talk for ages before finally agreeing to go with EE. I didn't ring up for that reason, and I didn't particularly want to move.

Yes, there were benefits in terms of my SIM cards, so I grant EE that. 

But this behaviour is not a way to treat new customers and engender brand loyalty.

Let's see what the formal complaint brings.

[theinspiration]

Yes, I now realise I was given the wrong information by an individual who knew full well I was with Plusnet, used that as a justification for me to move to EE, and swore blind that I will get my termination fee back, and even told me exactly how to claim it.

[theinspiration]

Thanks, we will see what the formal complaint brings.....

[XRaySpeX]

You don't believe all you're told when you can see it in writing (at both ends).

[JimM11]

@theinspiration Brand loyalty when you are / have jumped ship, you having a laugh! Best advice, just pay up and take it on the chin.

[bobpullen · Accepted solution]

@theinspiration - have you taken a Digital Home Phone service with EE? I think Plusnet used to honour waiving of termination fees if you were switching to EE to get Digital Voice (Plusnet don’t offer the service). If so, perhaps a polite request for help over on the Plusnet forum might gain some positive traction?

[theinspiration]

Hi Jim

I didn't ring up about changing broadband, so no-one 'jumped ship'. I was ringing up about my EE SIM cards! 😂

No, I was lied to and mis-sold, so I won't be paying it or 'taking it on the chin'.

But, yes, Jim, I have had cause to reflect on what I do and don't do over the phone, and I am not going to be pressure sold anything ever again. So, I put my hand up to being daft for being taken in by an EE sales rep.

Take care!

[theinspiration]

Thank you. No, no phone/landline.

Going after Plusnet for a solution may be an idea, but I do think because EE instigated this whole affair then they should sort it out. Apparently, all calls are recorded and they can access them. The truth will out!