Missold a package and now can’t change or exit

[JamieK4]

When I switched from BT, EE phoned me up and sold me a new package. I work from home so broadband is vital. They sold me their best fibre package with failover etc. but there is no fibre in the village and never will be.

I am paying £72 per month.

i don’t have fibre so the best possible package is £30 per month. 

I was too late to cancel the contract and found they locked me in to a 2 year contract.

they refuse to drop my contract. The complaints team genuinely don’t care.

i am trying to pay the £1000 to cancel my contract and go elsewhere but even that is proving difficult.

anyone else been mis-sold a package and now can’t get out?

[JimM11]

@JamieK4 Just use the OTS and your new supplier will take care of it all for you, then you just have to deal with EE Accounts for your final bill and the penalties they charge!

[JamieK4]

That's our plan Jim. I'm on the phone to another provider now. I'd rather pay the penalty than stick with a company who treats people so badly. Everyone I spoke to at EE is like "yeah tough, you're locked in. bye!". What happened to BT, the british institution that provided good customer support and seemed to care? EE is a shark organization.

[JamieK4]

I had the same thing. I’m not even in fibre and they sold me the highest possible package for £72 a month and then 200 quid for two new disks.

i tried to drop down to a package that is non-fibre that works for us at £30 but they just give me “computer says no”

now I’m locked in for two years at this horrific price.

the complaints team couldn’t care less.

im currently trying to cancel and move to another provider.

[Leanne_T]

Hi @JamieK4 

I am very sorry you have had this experience when switching from BT. 

If you have been in touch with our complaints team and the complaint has been closed or you have received a deadlock letter, our EE Complaints Code of Practice has information on the next steps. 

Thanks. 

Leanne.

[XRaySpeX]

You're most likely on (partial) Fibre, just not Full Fibre.

What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

[JamieK4]

Yes I created a complaint and the agent told me I was in a contract for another 18 months....paying £40 a month more than I need to. The agent didn't seem to care at all and closed the complaint. I insisted on speaking with the manager who is apparently going to call me back within 72 hours. That was three days ago....no call yet

[Peter_W]

Hi @JamieK4.

This is a tough one, as when you moved contracts the price and speeds should have been made clear to you, and you would have had 14 days to change your mind if things weren't right. 

Please keep us posted on how you get on with the manager call back. 

If you still don't hear anything, I would recommend taking another look at the complaints code of practice @Leanne_T shared so you've got a clear overview of next steps within or complaints process.

Peter

[Fluster]

I have had the same issue now for 18 months and paying 82 pound a month. I have argued that when I moved from BT to EE that I was handcuffed into a 24 month contract, I do not know how to deal with this and feel that I have been cheated out of a lot of money. I cannot wait until I get to February to go with another supplier