Switching from Virgin Media to EE and early payment date

[Fjoropeza]

I had an EE representative at my home on June 26, 2025, recommending that I switch broadband providers from Virgin Media to EE.

I explained that I was still contracted with Virgin Media, but the EE representative assured me that this wouldn't be a problem and that they would take care of the entire process and pay any early termination fees.
On July 3, the EE kit arrived at my home, and on July 9, EE installed fiber optics in my home! I now have EE fiber optics in my home.

I checked my bill with Virgin Media, believing I was all set with them, only to discover they hadn't canceled my broadband.
I now have a bill for almost £700.

Additionally, the representative told me that billing would start on August 1, 2025, and by today, July 18, 2025, they had already debited my account.

As you can see, these are two situations where I feel they weren't truthful.

I've tried contacting EE to send an email about these two situations, but I can't find it on their website.

I have no idea what to do. Can anyone offer me any advice?

Thank you

[JimM11]

@Fjoropeza Below the information that you need, And way short but you do need to pay the £700 direct to VM by yourself first just so you know. Also see the complaint web form have a feeling you will be using that! NO e-mail communication, call only!

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

Make a Complaint | Contact Us | EE

[Mustrum · Accepted solution]

@Fjoropeza   EE do offer to pay up to £300 termination fees for people who switch providers. However it is still your responsibilty to pay your bills. 

The fee will be paid as a credit.

You can read more about the terms here https://ee.co.uk/help/broadband/getting-started/early-cancellation-credit 

You can also complain using the details in this page https://ee.co.uk/help/contact-ee/complaint 

It is not call only, there is a web form or you can do the old snail mail.

Make a complaint online

Fill out our webform and we’ll get back to you as soon as possible. Our current response time is 7 days. If you wish to speak to an EE Guide sooner, please call us.

Go to webform

Write to us

Please send your written complaint to:

EE Customer Services

6 Camberwell Way

Sunderland

Tyne and Wear

SR3 3XN

[XRaySpeX]

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@Fjoropeza wrote:

I now have a bill for almost £700.

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EE will pay up to £300 of your Early Termination Fees but none of your normal monthly usage charges.