Had been with BT broadband for 2 years and have been with EE mobile for 20 years. Told BT I was moving, in order to move my broadband, and they offered me a deal to take TV and gave me a discount as I was with EE. After going through the T's and C's and querying a roaming charge that would now be applied to my Sim-only contract, was told it should be fine and shouldn't change. Afterwards, logged into my account and see my mobile contract is now seen as a 'new' contract, so the change for contracts after 2021 for roaming, applies. Immediately cancelled the whole order, as didn't want this, but 24hrs later the mobile plan hadn't been reverted. I'd also found a package from another provider for mobile/broadband/TV at a good price, especially being Black Friday. Called EE to discuss reverting my mobile plan, but also mentioned I may cancel it due to a better deal. They say let's see what we can do, and give my 20 year loyalty, came up with a deal that was monthly still higher than the other provider's, but not bad. Said I wouldn't be move into the new home until repairs and decorating done, so only start broadband once in the home in a month. Was told that's fine, but need to note my parents address, where I'm lodging, until properly moving in. I said, are they sure, as I'm at the property every other day checking mail etc.. Representative said it's fine. Signed T's and C's, hung up and next thing I know my dad is panicking because he got a message from Sky saying his broadband is being cancelled. Basically EE using his address on the form (don't know why not just use mine) kicked off everything and automatically sent cancel request to Sky. Phoned EE to rectify, was told only option is to cancel the order. Now I've lost the deal and they won't give it to me again. No communication between the team members and no notes about it. I even have the 'paper work' to prove it, but seems some are helpful and some not. Lost out on the Black Friday deal now from the other provider (though still cheaper). So their mistake has cost me and they won't reinstate it. Looks like after 20 years I will have to go elsewhere.
