the no upfront cost on braodband lie

[electricpomme]

ok so upgrade my present broadband package from essentials 36 to full fibre 150 essentials'. offered no upfront cost.  get email to confirm and it says £30 cost upfront.   WHY 

[RobertMead]

I had the same, I used the EE chat and was told they would add a note to my account and try and get the fee waived. I pointed out that the app stated there was no upfront cost, no extra fees involved, they couldn't answer so I just said I would instruct.my.bank to retrieve the £30 payment if it was taken from me.

[electricpomme]

Yes that's false advertising . If I get charged I will contact OFCOM and possibly advertising standards. 

[XRaySpeX]

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 .

[Chris_B]

@electricpomme   You don’t seem to know that glitches do happen,     If it happens to you obviously it must happen to everyone else,  erm no.   One case or two cases doesn’t mean it’s false advertising.    Best of luck with Ofcom and tradings standards.  

[electricpomme]

Not a glitch if it happens twice. If Your happy to live in a world where consumers have no rights then good luck

[Leanne_T · Accepted solution]

Hi there @electricpomme 

Thanks for coming to the community. 

To get the upfront cost looked into, please get in touch with our broadband guides. They can check this for you and help get the upfront cost fully investigated. 

If you would like to raise a complaint, please see the Make a Complaint page for ways you can do this and one of the team will get in touch. 

Thanks. 

Leanne.