Being charge for broadband that hasn't yet been installed or have live connectio

[Vickkc30]

 

 

•  

•   basically my broadband isn't even out of the box as I was told I need an engineer as always on a video called with one EE customer service team showed them my connection port for my internet cable as I was moving from one internet provider to this was told as well  because I was with Virgin they put me on a new package which I never agreed to the guy I speaking to on the phone because I was in a baggage with my old provider that's I can move to EE broadband and they can pay my cancellation see that Virgin had basically stuck me with that wasn't agreed or notified of this and I was told I needed an engineer beandse the connection in my home for the internet Wi-Fi router was different and I had to have an engineer coming out and fix this connection port when I had appointment for the engineer to come out I wasn't able to be at home at this time and was told I need to rearrange a new appointment for my broadband to be connected it theb my account it's a different amount to what  amount to wat my bill actually is which is twenty one pound as you can see I am being charged over 30 quid because at the time my activation date start using the broadband and it's basically being active was the 29th of last month but because the engineer didn't come out because I couldn't make the appointment I was told my bill to be started when the engineer has come out and connected my cables and for it to be live once I had it connected as I cannot connect to the internet connection I have completely as far as I aware I had to get to another appointment and activation date which was 29 because I couldn't have it to my connection once the engineer had came and fitted me a new connection for this that's my first bill would start once the engineer had added my connection point and that he said it would change and wouldn't be charged as you can see I have also they added this fee of 999 fit this but the the charges are above I have added what the lady told me yesterday but these charges would be taken off as I even have the engineer out what do I do basically be charge my first billd that hasn't even being out of the box or used since it's been sent to me

[Vickkc30]

The lady told me it was self installation but yet when I was on the video to the guy who was helping me with moving from Virgin provider to EE she said even stating my internet bill of 21 pounds and because of the connection for Virgin provider it is different or the guy who l on video call his own words he didn't or hasn't never seen the port for connection before and that's why I needed an engineer to come out and told there was no hidden charges or wouldn't be charged until an engineer had came out because of no fault of my own they told me engineer would come out I even asked what I'd be charged him to come out with told no I' on a fixed amount of 21 pound a month no higher no less and wouldn't yet to be charged for the upcoming bill which i think is in the next few days  because I haven't yet been connected and w engineer was to come out my activation and building wood then be activated and basically will be paying my bill once I have been set up and connected because I haven't got a live internet connection it's still in the box as I can't connect it I was told I wouldn't be charged as I'm not using any broadband because I haven't yet been connected it this makes sense but because the activation date was for the 29th to be used and connected my bill would be on a certain date was even laughing saying why would you be charged when you haven't got a live connection so don't worry and was reassured this doesn't make sense all of this is new to me I have a problem with my pay monthly SIM too

[XRaySpeX]

@Vickkc30 : Those are BT bills & chats; this is an EE forum. You need to take this up with BT.

Anyway this user discussion forum would have no access to your specific account. 

[Vickkc30]

I was speaking with e e though and he told me that there was a package for the pay monthly SIM at 18 pound only which doesn't let me activate it shows signal and let me use data but when I ring 150 it says I've only just joined EE I then was told that there was a package for again  for broadband to which I agreed as it was cheaper than my Virgin media package which they had put me on without my knowledge and have charged me past few months  explained  this on the phone to the guy who was from EE and told me that I can get my all cancellation fees or whatever they have charged me for putting me on a package that I never agree to and said that EE can cancel and pay off whatever fees for me and switch me onto broadband with EE costing 21 pound a month I did say why is it showing its BT and he told me it's linked with EE basically both the same so I'm confused now I never had rung bt only EE

[XRaySpeX]

---

@Vickkc30 wrote:

I can get my all cancellation fees or whatever they have charged me for putting me on a package and said that EE can cancel and pay off whatever fees for me

---

Even if you had moved to EE, which your pix show you haven't but to BT, EE would not pay all your cancellation fees & pay them off direct to Virgin but would only pay up to £300 of your cancellation fees as a credit to your EE a/c. See  Switch Broadband to EE and we'll pay your leaving fee. So it is rather suspect what you've been told by somebody.

How did you originally request your move away from Virgin a few months ago?