Mis-sold EE contract and unable to resolve

[Vic1981]

Has anyone else experienced this with BT/EE – Mis-sold contract and threats over Ombudsman complaint?

Just wondering if anyone else has been through something similar. Back in February I called BT to query two incorrect charges on my bill. The agent said she’d remove the charges and re-add the packages to prevent it happening again. She offered a 3-month free upgrade to Full Works TV as a goodwill gesture (I had the basic Entertainment package previously). What she didn’t tell me was that she was actually signing me up to completely new contracts with EE — including 24-month terms on broadband and TV — and I wasn’t told anything about this at the time.

A week later I noticed emails from EE and realised I’d been switched without my consent. Since then I’ve had to deal with multiple agents across BT and EE, with conflicting information, long wait times, and broken promises. I’ve had three different contract setups due to repeated errors, and the Full Works TV package (that I didn’t even ask for) has never worked properly.

All I want is to be put back in the same position as I was in with BT - same packages, same cost and same contract expiry date but EE don’t seem to be able to offer me this. 

Most recently, I was told I cannot downgrade the TV package back to the Entertainment package at all during the 24-month contract, even though the EE site says TV packages can be changed monthly. I’m now paying £132 a month whereas I was paying £77 with BT. Worse still, during a recent call, I was told that if I take the complaint to the Ombudsman, EE will terminate all my services regardless of outcome. I found this really concerning and don’t think they’re allowed to do that?

Has anyone else had something similar? Were you able to downgrade the TV package? And has anyone else been told their services would be cut off if they went to the Ombudsman?

[XRaySpeX]

Doubt it's legal. I wasn't cut off for going to Ombudsman about being cut off by EE 😉 .

[Mustrum]

@Vic1981   the formal complaint process can be found in the following Help page.

https://ee.co.uk/help/contact-ee/complaint 

[Vic1981]

Thank you. That’s the route I’ve gone down, and I’ve been told by somebody from the executive complaints team that they will cease my services if I go to the ombudsman. 

[Timbo45]

@Vic1981 

I got switched to EE without my consent and put on a new 24m contract and at extra cost. I complained to the CEO - Allison Kirkby (email address easy to find) - and eventually got compensation for the extra charges but still contracted until August 2026.

I recently emailed again and now out of contract so now leaving to go to an altnet provider.

In your case I'd probably line up a new ISP and make the complaint to the ombudsman working on the assumption that it EE cease my services I'd have no further charges to pay. Might mean being without a service for few days but I'd cope with that.

[Peter_W]

Good morning @Vic1981.

Thanks for reaching out to us here on the Community!

We don't have access to your account via these forums to look at the specific details of your complaint, but I would not expect to see your line ceased during an ongoing complaint.

Normally the circumstances where you would be cancelled would be if this was offered as a resolution, which you would need to first agree on, or if there was a long term unpaid balance. 

When you mention going to the Ombudsman, do you know if your complaint has been taken to the point of deadlock?

If we're unable to agree on a resolution at our end, we'll offer a deadlock letter which you can then take to the Ombudsman for independent review of your case. 
Peter

[Vic1981]

Not had a deadlock letter yet but been told that is next step. I’ve been trying to resolve the matter since February. All I want is to be paying the same per month as I was on Bt and have the same contract expiry dates, which unfortunately doesn’t seem to be possible (who would happily pay £131 a month instead of £77 for the next 2 years). 

EE have confirmed that I was totally mis-sold the new package but don’t seem to be able to offer a resolution. 

[Peter_W]

Thanks for confirming that @Vic1981.

I can't say for sure what resolutions we'll be able to offer, but if this is with the Executive Complaints team then you're definitely with the people best equipped to look into all of your options. 

Please don't share this publicly, but have you been given any reference numbers, or assigned a complaint handler?
If you have a named point of contact, you're definitely best contacting them direct so we can review the best way for you to move forwards.

Peter