Ongoing Issues with Full Works Plan and Request for Resolution

[Maz2025]

I was a BT customer around two years ago and had the option to upgrade to EE on a Full Works package. The upgrade went very badly — I wasn’t receiving bills, there were constant billing errors, and I couldn’t even see the EE account properly. It took over a year of contacting EE for the billing issue to finally be fixed, and even then my address kept reverting to the wrong one.

Now the two-year contract has ended, and I’ve discovered I can’t change my plan. I’m unable to downgrade from the Full Works package, meaning I’m stuck paying over £70 a month for broadband and add-ons I don’t want or need.

I’ve contacted EE multiple times, raised a complaint which was then closed, and the latest agent told me there’s nothing they can do. So my only options seem to be paying £70+ a month indefinitely or switching broadband provider entirely — which would be extremely inconvenient as I also have four SIMs, two phones, and two Apple Watches with EE.

At no point was I told that upgrading from BT to EE would leave me locked into the Full Works plan without the ability to change it later. This situation has become very stressful and frustrating, and I’m hoping someone here can provide guidance or a way forward.

[JimM11 · Accepted solution]

@Maz2025 Move it all lock stock and barrel to another ISP that will do your mobile and broadband for you!

[Ali_A]

Hi @Maz2025 

Sorry to hear about the experience you've faced with your plan. Did you receive a response to your complaint? 

We want to give all our customers an excellent service but if you feel your situation hasn't been handled the way you had hoped we want you to know how we can fix it. Please visit our Complaints code of practice page for details about our handling process.

If you'd like to raise a case you can do so using our online form at Make a Complaint, where our dedicated team will look into the details and take ownership. 

Ali

[Maz2025]

Hi Ali,

The complaint was closed without any response. 
No call, no message. I even tried to follow up by calling customer support and got no response. 

Please DM me and i will send you the complaint number. 

Thanks. 

[Maz2025]

Thanks Jim. I’m actually looking into moving to another provider. Also its black friday! 

[Ali_A]

Hi @Maz2025 

We don't have access to accounts here, so are unable to see the notes on your case. 

When you contacted Customer Service about your closed case, did they give a reason why the case was closed? 
If you feel the complaint has not been resolved they will reopen the case for you. 

Ali 

[Maz2025]

No they did not. I asked the agent and they said that i don’t know. They also said they will ask the agent that closed the case to contact me. I have not heard back from them. I raised the case on 8th of November. No result. 

[Spenny74]

Exactly the same situation here.  Absolute shambles of a transfer from BT and then when my contract was up last week I called to try and get a better deal and downgrade some of the stuff I didn't want (and never wanted such as hybrid connect and Norton) but was told that they could only take of around £2 a month and I had to keep everything I already had, this still meant they were wanting me to pay over £75 a month!  When I looked on line they were advertising the 900mb broadband for around £38.99 and even with the extra cost of the wifi extenders it only went up to around £50 which is still way cheaper than my so called 'Deal'.

I was then advised by the advisor that if there was someone else in my house (i.e a partner) they could take it out in their name and get the better deal.  We have 4 sims and 2 apple watches on the EE One plan with the broadband so was worried I'd lose the discounts, however was assured that this wouldn't be an issue as they could be transferred to my wife's new account.

Went ahead with the switch, which to be fair went smoothly and is working fine......However, when we went to transfer the sims over the advisor transferred 2 over and then we were told that we could only transfer 2 initially as my wife was a new customer and would need to wait at least 3 months to transfer any more, this meant paying extra for the phones we couldn't transfer.....It probably didn't help that the advisor put my wife's DOB in incorrectly which probably messed up any credit check.

To make it even more of a pain, they transferred 2 sims, one of which has an Apple Watch linked to but couldn't transfer the Apple Watch due to the 2 line limit....asked them to transfer it back and was told it was not possible as by doing the initial transfer they have been transferred already in the last 6 months.

As such we have cancelled 2 sims to go elsewhere and will possibly look to move the rest eventually

I totally get the stress and frustration others are going through when dealing with these issues, its been 2 years since the BT/EE transfer was being encouraged (and still is looking at the forums) so you would think that they would have come up with a way to make it less painful!

Basically, if you are thinking of transferring from BT to EE, even if they offer a slightly cheaper deal, don't do it!!!!  It really isn't worth the aggravation 

[Ali_A]

@Maz2025 

If they have reopened the case when you called back I'm confident the team will call you back to discuss the case with further. 

However, if you've not heard back from them you can use the form linked above to raise the request.
Just include the existing reference number so they can deal with it straight away. 

Ali