Overcharging and a culture of deceipt and incompetence

[AbEljidi]

As  my home broadband was coming to an end, I was evaluating my options by contacting some other providers.

Then on June 8th I was contacted by EE sales person offering simiar package for fibre 150 mb for £23.99 / month. Instead of copper connection as £35.99. So obviously I needed an engineer to fit a box outside on the wall then another for the internal connection afterwards. I asked about current connection,  (I recorded the call) then the lady told me everything would stay as it is with no changes till I get connected to fiber.  The initial engineer call out was fir June 16th but this happened on June 10th, with bare cable buried under the turf with no PVC conduit!!!

A couple of days I received a notification of bill of £41.99, which prompted me to cancel the direct debit.  Thus amateur approach got me not to ever consider anything to do with EE while I was thinking to move my mobile contract to them. LUCKILY I WON'T

Can they explain this nonsense? OF COURSE they wouldn't answer the phone each time 20 minutes queue. Has this happened to anyone else? 1000% there would be similar cases.  Their order tracking is a shamble.  Still showing external installation on June 16th 😄😀 

I am contacting them to stop the existing Internet immediately 

[XRaySpeX]

Cancelling your DD doesn't cancel your obligation but puts you at risk of marring your credit history & nasty letters from debt collectors as you'll still be owing EE money.

You surely still had the 14-day statutory cooling-off period to cancel FoC more hygenically?

[JimM11]

@AbEljidi Did you even look at the billing to see what was explained on it? All sounds correct as you have explained it all.

[Schockwave]

@AbEljidi , it looks like you are paying for the month from 10th June plus one month in advance, but if you have paid for the month already, then you should get a refund as well for the amount you have already paid in advance. I would suggest you check your bill breakdown and then also speak to customer service, who can take a look for you.

[AbEljidi]

Yes, I looked at the bill on the same day I received esp with them, it's a MUST! 

They have a bad reputation of making things up or misselling. 

[AbEljidi]

Nope only a single copper broadband charge like they try to make things up and stretch the appointment. 

 I have the full audio of the call where I was told everything would carry on as normal till I get fibre switch. I am willing to broadcast it on YouTube to warn others 

[Chris_S · Accepted solution]

Hi @AbEljidi 

Your first bill may be higher than expected because it covers your standard monthly charge one month in advance, plus a pro-rata charge for the days between your activation date and your first bill date. 

To give you a definitive answer, we'd need to take some details to get access to your account.

I'd recommend giving us a call so a guide can get this looked into further for you.

Chris S

[garybs29]

Sounds more like the original contract has ended before installation for new one & discounts came off tbh