Migrating from plusnet to EE broadband while still in contact

[Mark468]

I was recently sold an EE broadband contract. I was still in contract with plusnet but was reassured several times by the salesperson that it’s not a problem and that EE will pay the early termination charge. Anyway, they didn’t and after several more phone calls and reassurances that it will be sorted it still isn’t. In fact now plusnet has sold the outstanding bill to a debt collector. Has anyone else experienced this? I feel my only option now is to report to ofcom 

[John-C]

Hi @Mark468 sorry you haven't received a credit for the termination charges of your Plusnet account.
I've had a look at Switching Credit | Broadband Help | EE and it says " Offer excludes termination charges from BT Group (BT, EE and Plusnet). 
If you were told this on the call placing your order we'll be happy to get the call recording checked.

Cheers

John 

[XRaySpeX]

@John-C : How come many on here coming from BT are having their termination charges waived but not coming from PN? Both ISPs are exclusions in the article you referenced.

[Mark468]

Hi John-C
I would welcome this. My wife and I were both told in person in the EE shop that our PN charges would be covered by EE. Then again by EE on the phone on 5 separate occasions, so you can take your pick or listen to all of the recordings.

[Daniel-S]

Hi @Mark468,

I have sent you a private message about this. Once you reply, it will go through to one of my team. We're all moderators on the EE Community and we're guides for EE so we will do all we can to help you.

Thanks,

Daniel-S

[Hinastar]

This has also happened to me. Can you please review the call recording. I was misled and over £80 out of pocket due to being mis sold.

I am happy to supply information about the agent who I spoke to. He went as far as sharing his email address to email my final bill for refund. 

[XRaySpeX]

@Hinastar : This user discussion forum can have no access to your specific account to review it. You need to raise this with CS.

[Mark468]

I want to provide an update on the original issue I posted here on 02-04-2024 regarding migrating to EE from plusnet while still in contract. Shortly after that initial post, the team from EE reviewed the phone recordings and following that, agreed to credit our account to the value of the amount we had been left out of pocket (£130). This was confirmed in an email, by phone, and text message  - all on 04-04-2024. At present, ie over 3 months later, we have seen no sign of this promised credit.

[tigger-tim]

Thank you for the warning.  EE tried to get me to switch my broadband from plusnet to EE, and were adamant that their manager had said they were covering plusnet early termination charges.

When I said that plusnet was explicitly excluded, he said they have been given permission to over-ride that.

I'm glad I didn't fall for it.