EE persuaded me to switch to BT

[Deb82]

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. 

[Deb82]

If EE switch me to BT broadband and make all of the arrangements as part of my upgrade plan who is responsible for the switch? The paperwork is EE. 4 pages which even states installation date etc. They arranged everything but still continued to take money out of my bank account for EE broadband. EE blame me and BT and my account remains active. BT tell me otherwise. I just want the account closed and my money back!!!! I have been advised not to end my DD as I will not get refund and will face a penalty. BT advise end DD. Still being billed. Had message from EE only yesterday referring to my next bill which will be October. Have spoken to Ofcom who have advised. Now I need to take to Ombudsman. Have already submitted complaint to IPSA. Does anyone know how good these are in resolving disputes? One EE advisor even laughed and found situation funny. What is so funny about me being billed by EE and BT broadband? One advisor even asked if I was using both EE and BT. Yeah! I live on my own with one Router! May ask my dog if he has been using EE broadband on the quiet. He would have to disconnect BT box and find the EE box and plug it in. Not sure his paws would enable him to do this. 

[Leanne_T]

Hi @Deb82

Could you please reply to the message we have sent with the details requested and we will certainly see what we can do to help. 

Leanne.

[Deb82]

I am happy to leave my number. The matter has been referred to ofcom and
IPSA. My number is xxxxxxxxxxxxx. I am reluctant to give case reference to
you as I know this will contain untruths. BT have advised me to obtain
recording of conversations I had last week with an advisor and team leader
because of what was said which is now being denied. I suspect it was not
recorded as I was contacted on a mobile phone number. I did have a witness
present. I also have conflicting messages from EE which I can use as
evidence.

Sorry but I had no choice but to approach Ofcom. The whole issue is making
me ill.

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

[XRaySpeX]

@Deb82 : I think you'll find that either router will work on both BBs w/out even a change of BB creds. So you dog doesn't even need to get up to any tricks 😉 .

[Deb82]

Hope all EE employees are having a nice day while I continue to have no resolution to my dispute with this awful company. Just to let you know if you replied and asked me to provide my personal details via private message thank you. I did do that and it would appear post has gone public. Stupid me I assumed the link private message would enable me to send a private message hence the link. Waste of time. 

[Chris_B]

@Deb82 if you sent a private message it remains private it doesn’t go public.  It’s only public if you post it on the open forum. 

[James_B]

Hi @Deb82,

Click here to access your private message inbox, where you can reply directly to our message.

James

[XRaySpeX]

Where do you believe that info you sent by PM has been posted publicly? I can't see any info in your thread that you have not posted yourself directly to the thread.