Paying twice for one one broadband

[Patrykk225]

Hi there, I've picked up a phone from EE last year in October I had a month left on my broadband, the salesman told me he could give me a discount on the phone if I upgrade my broadband into a BT one extending my contract.

Since then I have just realised I have been paying for the same broadband twice. One bill under BT and other under EE considering he told me the contract will be paid off as I only had 2 months left anyway, could anyone help? 

[Chris_B]

@Patrykk225   you’ll have to call customer services about this. 

[XRaySpeX]

@Patrykk225 : You can't be paying 2 ISPs for the same BB line. Did you have a 2nd BB line installed by BT & agree to it?

[GM38]

Hi, I am having exactly the same issue

EE upgraded me to BT broadband and Home / landline phone in October 2022, please note this was actually an EE customer service recommendation.

Since then both EE and BT have now been charging me for exactly the same phone / broadband package

Two bills for the same home phone / broadband package with one phone number

I have been told by EE customer service this is a complete error on their behalf and they have not witnessed this issue before.

I was also told by EE that the EE account closure was in process and that I would receive a full refund, however, weeks later I am still having money withdrawn from my account by both EE and BT

I wonder how many other people might be having the same issue without even noticing that they are being charged twice for the same product

5 weeks after first noticing and notifying EE of this issue, it is still not resolved

I do have a name of somebody at EE customer service who is working on this and will update here when the issue is resolved and I receive a full Refund

Regards GM 07 Mar 2023

[Leanne_T]

Hi @GM38 

I am very sorry to hear this has happened. 

Please let us know how you get on when you hear back from the advisor dealing with this. 

Leanne.

[Katek4t3123]

This happened to me too I’ve been charged twice every month since sept 2021 once from EE once from BT & they are only willing to refund the last 6 months. They’ve said it’s an error their side but refusing to give me even half of the money they’ve taken in error back. I’m going to seek further advice as to be honest I didn’t even want to change from EE to BT in the first place but was told they were merging into one. It’s a lot of money over £700 they should be giving me back. 

[GM38]

Hi, update, EE have issued a full refund on my billing date for the home phone / broadband service which was being incorrectly charged after my home phone line was transferred to BT.

All is good and resolved Thankyou