Question: £300 Switching Credit eligibility (Moving Home) & Email support?

[ArnoY]

Hi everyone,

I am moving home and switching from Hyperoptic to EE Full Fibre. I have to pay an Early Termination Fee to my old provider, so I want to use the £300 Contract Buyout Offer.

I have three questions:

1. Has anyone successfully claimed this £300 credit? Specifically, because I am moving home, the address on my old bill (Hyperoptic) will be different from my new EE service address. Will this difference in addresses affect my claim?

2. The "Don't have a provider" option: I have already cancelled my old contract manually to get a special discount. I do not want to use the "One Touch Switch" system because it might mess up my deal. If I select "I don't have a provider" (or "Other") during checkout to avoid the automated switch, will I still be eligible to claim the credit manually later by emailing my final bill?

3. Email Support: I cannot use the phone for personal reasons. Is there an email address that can help me process the switch to EE if I need assistance during the transfer?

Thanks for your help!

[XRaySpeX]

3. EE provide no email contact.

[JimM11]

@ArnoY Info about it all in the link, think on 1 & 2, it will be a NO!

https://ee.co.uk/help/broadband/getting-started/early-cancellation-credit

[Peter_W]

Welcome to the Community, @ArnoY 😊

I've had a check over the terms for the switching offer, and it does mention here that in order to claim the switching credit, the address on your EE account and the address on the final bill from your last provider need to match. 

Peter

[XRaySpeX]

1. That article does not exclude that your addy for your old ISP is not the same as that for your EE install, but I seem to remember that a previous version allowed the old contract to be in the name of any person (maybe family) at same addy. Therefore I expect that you have to be switching your BB at the one same addy.
2. Coming from a cancelled contract isn't a switch; it's just a new EE installation. EE intends their switching credit to be applied to users who switch their BB from another ISP to EE. They cannot be expected to pay the ETF arising from you cancelling a contract with the other ISP..

[ArnoY]

Hi @Peter_W 

Thanks for the info.

But I have a real problem here: EE doesn't provide service at my current address.

So I can't switch to EE before I move. I can only join EE at my new home. This means the addresses on the bills will definitely be different.

Is there really no way to claim the credit in this situation? I really want to join EE, so I hope there might be a solution!

Thanks.

[ArnoY]

Thanks for the explanation! @XRaySpeX 

But I have a real problem here: EE doesn't provide service at my current address.😭

So I literally can't "switch at the same address" even if I wanted to. I have to cancel my old provider and start a new EE plan at my new home because of the coverage issue.

Thanks.

[XRaySpeX]

Sorry, but that's just a consequence of your current location. Nowt EE can do about that.