I have had exactly the same problem. When EE switched me in store they told me the same. They said they would arrange the switch and I have the paperwork to support this. EE however refuse to end my broadband contract with them and so I am paying for EE and BT broadband. Whenever I try to speak to someone about this it does not get resolved. Spoke to a rude man from EE who claims it is my fault. They are still billing me. Been advised not to end my DD as then the account will close and I will not get any refund. EE sold me the broadband in store as part of a plan. They arranged the switch including installation date yet I was told by Ben it has nothing to do with them. My BT service is poor but at least their customer service advisors are not rude. BT have told me that EE are at fault as they sold the broadband. Clearly the advisors missold you and me the package. I have referred the matter to ofcom.
You were missold. I was told exactly the same by EE sales assistant in the Merry Hill store West Midlands. More than a coincidence. I was told the same as you in October 2021. EE did the switch. The 18 month contract with EE had expired yet EE continued to take my money for EE broadband after the switch. Still being billed and they refuse to refund me money saying its my fault. Account remains open and I had an email on 23.09.22 referring to my next bill. I am going to contact my bank cancel my DD and ask my bank to recover the money they still continue to take from me.
@Deb82 : OFCOM don't handle individual complaints. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form at the foot of the page.
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To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone
ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
Wow. You should go onto twitter and complain and take this as high as you can. This has to be illegal plus the customer service is shocking. Even if it was your fault, they know you do not need to pay for 2 broadband deals from the same company. Someones job has to be on the line for this.
It might have been an error initially but how can it remain an error? Please explain why a rude man at EE said it was my fault and I am not entitled to any money which they took from my account after I switched to BT. They refuse to close my account. The initially promised a refund but that changed. I have asked repeatedly for them to close my account and to stop taking my money yet they continue. I am ill with the stress of it all and I have evidence on EE paperwork that they did the switch not BT.
Yes. I am being billed for both. Since October 2021. EE told me that it was BT's fault because they did not issue a cease order but they did not need to because the same line was being used. EE arranged the switch and I have paperwork to prove this. I never approached BT and never wanted to switch in the first place. EE even arranged installation yet they still take money from me, refuse to pay me my money back and refuse to close my account. They have now closed my complaint stating it has been resolved to my satisfaction when it has not.
