My upgrade has not gone through properly billing wise

[Puzo]

Hi everyone,

I was with BT for a long while and I saw they were offering to upgrade my Broadband to EE (I already have a EE mobile account). 

I was offered fibre 500 for £34.99 per month and no set up fees which was a good deal so clicked through and it said I had selected it. When the confirmation email came through they said it was £49.99 per month and £30 set up fee. The online chat person said the £30 would be refunded (I had email confirmation of this but it still hasn't come off my account) and they said I had to ring EE to sort the price out. EE agreed that it should be £34.99 per month as advertised and said it had 'all gone through'. I checked my account whilst I was on the phone to them and it's was saying £44.99 per month. He said it would come through the next day. It hasn't. All the notes are on my file apparently, but I don't really know what to do next. Online help just says call up, but I have done that before and they didn't help and I don't have time for another hour long phone call for it not to be sorted. Can anyone help?

Thanks 🙂

[JimM11]

@Puzo It's a one off those, do you trust what the EE Advisor is saying to you with regards to what you are going to get and what you are going to pay, and you just may have to wait until all the star's align on the EE side, once it get's on the system corrections DO get made and that just takes months to show up electronic wise on the system!

[Rach_H · Accepted solution]

Hi @Puzo,

Welcome to the Community!

I'm sorry to hear that your transfer hasn't been as plain sailing as we would've hoped.

I appreciate that it is far from ideal that this wasn't resolved when you spoke with our team. I'd recommend getting back in touch with the team, as they are the only people who will be able to help, but you can open a complaint if you aren't happy with the service you're receiving.