Missold Contract

[pleasehelp_mEE]

Hi there,

I have been a customer with EE for 10+ years.

My previous phone contract was for around £12.00 per month for 20gb of data. This contract had ended, and I was out of contract, paying £14 per month. (sidenote: that deal is no longer available)

I went to visit a friend in the States for 4 weeks, in Aug/Sept and was paying £25 per week for the roaming data pass.

Apparently, you can only use a Maximum of 50gb of mobile data every 30 days whilst abroad. This does not refresh whenever your next monthly allowance comes into effect, but it is an absolute maximum that can be used within a 30-day period. Part of my time abroad was on a road trip, so I was heavily reliant on mobile data for access to the internet, and even bought a data add-on to ensure I had enough gb to last me until my monthly data allowance refreshed. Of course, once I hit 50 gb of data used, I no longer had internet access on my phone.

I called up EE and learned that I reached this 50gb max capacity, but was told that as I was out of contract, if I entered into a new contract, it would then reset the gb max allowance and I would have access again, However the deals that were offered to me were nowhere near as good as the amount I was currently paying for the ammount of data I was getting.

Having been such a loyal customer to EE for many years, this was disappointing. I was being told to re-enter a contract, but I would have to pay more money for less data per month.

But I was told that if I agreed to sign up with EE for home broadband, I would have access to both broadband and their sim one month rolling contract and that being such a loyal customer I would get two discounts applied to my account, the family plan discount of £10 (as I have 4 mobile numbers under my account, two of them being my parents) and another £10 discount and that I could sign up for a 1 month plan of £29.99 (normally £49.99, with discounts applied) and that would entitle me to unlimted data with free roaming in the US (meaning I didnt have to pay for another £25 roaming pass) I could then after that month, once I returned home lower the contract to £11 per month and still have unlimited data. I was told that EE would buy me out of my current broadband contract with Plusnet and that Plusnet was in fact owned by BT, which also owns EE. I was told by the guide I spoke with that the broadband speeds I would get with EE would be greater than what I was currently getting with Plusnet. I was told this would be one bill for both phone and broadband.

I specifically asked, is that price for both phone contract and broadband, to which I was told yes.

I believed the deal was worth approx £50, but with these discounts applied, I was getting it for £30, and then I could lower it to £11, meaning it was worth £31 but with these discounts applied.

Even so, £30 for both broadband and phone contract seemed too good to be true, that's an incredible deal, so I know I asked to ensure that what was being offered was in fact broadband and phone internet for that single price.

The sales guide I spoke with (on 9/9/25) was really pushing me to take this deal, and told me the offer as detailed above. It seemed too good to be true, and he was really pushing it, yanno those sales guy types, so my back was up. I told him I wasnt looking to change broadband right now and that I would leave it for now.

Which was true. Why would I decide to change my home broadband whilst away on holiday?

The next day, after trying to get a better phone deal with EE, I thought, well, actually, that does sound like an incredible deal, and my broadband bill with Plusnet had increased. I figured I do need access to my data, and if that's the cost for both phone contract and broadband, let's enquire again.

So I spoke with a different guide, who again assured me that that was the price for both phone and broadband combined. This guide was not as pushy and was more assuring and spoke in a more relaxing manner. He was actually also from my hometown, so it just felt trusting and like this was a good deal that was being offered to me.

I agreed and signed the contract.

I got access to my data, and then when I arrived home, I had to give permission for EE to do roadworks outside my neighbour's house in order to lay down fibre cable. This took over two months for this to happen, so I remained with Plusnet during that time. I called up EE to enquire about lowering my phone bill from £29.99 to £11.00, but I was then told that at £11, whilst I would have unlimited data, the speeds would be dismal, “only good for checking the weather” is what I was told. I was not made aware of this when entering the contract. I then find out that in fact, the cost of the phone contract and the broadband were in fact two separate bills but I was told multiple times that it was, in fact, going to be one bill. I was also told that I had surpassed the 14-day cancellation policy. Even though I had not yet had the broadband set up. The same guide also told me that the cost of broadband and phone being one bill was a “miscommunication” and that my not being informed about the phone's poor internet speeds at £11 was “not actionable”. If I'm being told I can lower my phone contract to £11 per month with unlimited data, if I enter a contract, I think it's pretty pertinent information to be told that, at that cost, the speeds are essentially unusable.

The next day, a man came round to set up the box in my house in order to receive the fibre broadband. I should have refused to let him in, but I figured I had no choice, as the contract could not be cancelled and my contract with Plusnet had been cancelled. I lowered my phone contract to £14.50 per month, as that was the lowest I could go with internet speeds that were usable. I thought well thats only 50p more per month, and the broadband bill is at £26.99, but this goes up by £2.00 in March. So in the long run, I'm really no better off.

The internal box that needed to be set up is annoying, it is a white box attached to my wall, with 4 green lights on it, that requires two wall plug sockets and from that the WIFI hub is attached via two very short wires. I realise this is not a major thing, but the whole thing is an eyesore, and the lights are very distracting. Ive covered it with a plant. I was not made aware of what the wall box would be, and I stayed out of the man's way when he was attaching it, as I figured it would be a simple little box like the ones that require the phone landline wires. I have ASD and OCD, and I just find the box intruisve but I’m aware that this would probably not bother most people.

However, what is absolutely unacceptable is the fact that my internet is, in fact, now even worse than when I was with Plusnet. With Plusnet, I never had an issue, but now if I'm streaming a video, it can be very slow to buffer or it does not stream at 1080p. If I rewind something on Netflix, it lags and takes a while to buffer before playing. This never happened with Plusnet, which supposedly was inferior as it was not fibre cable. I was told that I would be getting superior broadband by the first guide I spoke to about this deal.

After having to wait for EE to dig up the road around my home and come and install a special little box inside my home in order to receive this supposedly superior internet, it is, in fact, worse.

I then received a notification that I have another bill from Plusnet. My contract with them was near the end anyway, so after the two months waiting for EE to set up the broadband, it was over.  

However, I called up EE to enquire about this outstanding Plusnet bill. As by now, my EE broadband is up and running, and I was told, again by the first guide I spoke with, that EE would buy me out, I did not expect them to do this until the broadband was switched over, but now it finally was, I enquired, only to find out that EE do not buy out other broadband provider contracts and that Plusnet is not in fact owned by BT (who owns EE) which I was told.

So I have been lied to and hoodwinked into this contract.

I was told the cost of the phone and broadband was one singular bill. which it is not.

I was told that the price I was given was a special discount that I was eligible for, which it was not.

I was told that I could lower my phone contract to £11 per month, but was not informed that at that price, the phone's internet was essentially unusable.

I was told that EE would buy me out of my contract with Plusnet, which is not something they do.

The cost of the broadband will not be better than with Plusnet within a few months. So I'm no better off financially.

The WIFI with EE is worse than I had before with Plusnet. I was told it would be better speeds.

And to top it all off, I have this obnoxious little box attached to my living room wall.

Ive requested access to my phone calls with EE as evidence of this deal being made under false pretences. Essentially, being lied to in order to enter a contract.

After waiting almost a month, I was given access to a portal where I could download these calls. However, when I select “download file”, nothing downloads. A few seconds later, it says download complete, but there is nothing on my computer. Nothing has actually downloaded. My computer is 2TB and has nothing on it, so it is not an issue of space on my end.

I requested the calls again and stated that I’m having an issue downloading them. After waiting several weeks, I was given access to the portal again, with a new case being opened, and again, I am unable to download anything.

As I’m having these ongoing issues with EE, I have not paid the broadband bill, which has been given an extension. I now have two outstanding bills with EE for broadband, but quite frankly, after the ordeal I have had with them, of being misled into a contract where they have not honoured their end of the contract, I am very reluctant to pay out of principle.

Honestly, at this point, I would like to simply terminate this contract and go back to Plusnet. But I can't afford, nor am I inclined or should have to pay, to end this contract.

Ive been lied to, in order to enter a contract, and now I'm in a position of having slower internet and having to pay more money than I was made to believe I would have to pay.

How is it legal to mislead someone into entering a contract?

in addition to all of this, I also found out whilst I was away, that when I was setting up numbers for my Mum and Dad under my account, totaling in 4 lines under my name, a 5th number was added, that was being charged to my account fo over a year, when I have never used or was even aware that this number existed. Ive been trying to sort this with the fraud department for the past 3 months.

Honeslty I really feel messed around by EE so much. Some of the guides Ive spoke with have been really lovely and helpful, and some have lied and deceived or are just simply incompetent.

Thank you very much for reading this.

I really appreciate it, and any help or information you could provide would be greatly appreciated.

Kind Regards.

p.s Merry Christmas/Happy Holidays

🙂

[JimM11]

@pleasehelp_mEE No one knows what you where told, but here is the EE One info and it is at unlimited data speed of 10Mb/s capped!

Mobile phone bill and account is separate to the broadband bill account, always has been and will be that way! EE DO NOT pay for you when moving between groups that is up to each other to agree to not charge, and sometimes they will not especially the PN to EE.

EE One Benefits | Broadband Help | EE

[Northerner]

Hi @pleasehelp_mEE 

If you're within 14 days then just cancel.

You should complain here: https://ee.co.uk/help/contact-ee/complaint

Thanks 

[Christopher_G]

Hi @pleasehelp_mEE 

Welcome to the community.

I'm really sorry to hear that you have a few issues with the way your contract was sold. However, we don't have access to your account here in the community.

I suggest following @Northerner's advice, and raise a complaint through our website. A dedicated team will look into the points that you made, and do their best to help you find a resolution.

Please keep us posted on what happens.

Chris

[XRaySpeX]

Too much to take in, exacerbated by including a mobile saga within a BB issue. However I'll make some observations upon some misconceptions or misleading statements:

1. Both EE & PN are separate subsidiaries of the BT group, each having its own products, systems, prices & processes. Nevertheless this has no bearing on your entitlement to be able to claim Switch Broadband to EE and we'll pay your leaving fee when you choose to migrate to EE as PN is a separate ISP from EE.
2. You have a 14-day cooling-off from when EE BB was installed to cancel it.
3. Your PN BB should not have been cancelled until your EE BB was live.
4. The white box on the wall, the ONT, should only require 1 power socket. The other power socket should be for the router. The router is connected to the ONT by a single Ethernet cable. 
5. The FUP limit on roaming is 50GB per billing month.
6. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .