Transfer from BT

[AB9999]

I was transferred automatically from BT to EE for broadband.  I was a fairly new customer to BT and was paying 29.99 per month. BT informed me my bill would remain the same however I have been charged monthly £32.99. 

[Matt_124 · Accepted solution]

The transfer from BT to EE is not an automatic process, as it is either initiated by the customer after being guided to look at EE plans when doing their renewal online or by a Guide when calling in to BT to renew.

Irrespective of that there was the Annual Price Change on both BT and EE on 31st March 2025, where BB prices increased by £3 per month. If your plan was taken out prior to this, that is likely the reason.

I have attached both the BT and EE explanatory articles below for reference:

https://www.bt.com/tell-me-more 

https://ee.co.uk/help/billing-payments/guide-to-bill/about-annual-prices-changes 

[JimM11]

@AB9999 That will be the 1st April increase to the EE broadband by the extra £3.

[zulu17]

There should be no automatic transfers from BT to EE broadband

It should only occur with your approval.

Both companies operate  an annual price increase for broadband  on all but their social tariffs. 

[JimM11]

@zulu17 You may wish to go look at the Terms and Conditions that were signed up to! Was rumored that BT were going to keep customers but sure does not seem to be that way, neighbour across from me has all kinds of B S going on with the BT/EE in out shake it all about, and BT guide did say to him SO HE SAY's no way that EE should have taken him over so it's just what happens on the day, 9 months later no further forward for him FF upgrade, other neighbour completely cut off now, on on a mobile MiFi BT supplied as fttc got all screwed up and not fixable so OR say at least he got the landline back, OR must just be hating it all, but they would allow VM to stuff up the only good duct back to the pole!

[zulu17]

In this particular  case as an existing  customer whichever company  @AB9999  was with should have received communication with respect  to the broadband  £3 annually price change and any other change

"We’ll send you an email or a letter to explain what this means for you. We’re sending these communications out between mid-February and mid-March. In there, you’ll find a personalised explanation of what’s happening with your plan(s)"

[Matt_124]

@zulu17 @JimM11 

Yes that is all covered in the info and links provided in my reply for the OP to refer to.

As for the details in Jim's reply, any customer migrations would mean having to agree to a new contract. The new contract would detail whether it is BT or EE providing the service and the customer would have to agree to said contract as a matter of course. Whether customers take any heed of the detail of the contract they are agreeing to is another matter entirely.

A complex OR FTTP install thrown into the mix certainly doesn't help matters with BT to EE migrations, but could just as easily happen with a FTTC to FTTP upgrade within the same ISP.

[zulu17]

@Matt_124  @JimM11   It does seem that what should be be happening and what some customers are reporting in forums  differs. What is concerning is that customers already (in their view) significantly impacted are only pointed at what appears to be a complaints process which itself seems not fit for purpose.

[Rpatterson]

My problem is I never wanted to transfer but now I want to move over to Sky, but EE state I have to pay £700 to transfer.! I have broadband & Sky sport so own them nothing. I never transferred by contract to them, they moved me, but want me to pay this amount, I’ve contacted OFCOM about they trading practices. 

[XRaySpeX]

@Rpatterson : OFCOM don't handle individual complaints. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .