Broadband – 3 Weeks to Connect, Broken Speeds, Ignored Cancellation, Then EE Can

[coolncarin524]

1. Who I am and how long I was with EE

I've been an EE mobile customer for five years (2020–2025). Never had a problem. In May 2025, I trusted them and added broadband. They promised me that multiple people in my house could stream Netflix, play PS5, and game on laptops all at the same time with no buffering. I said yes. Broadband £27.80 a month. Two SIMs bundled for about £20 a month. Biggest mistake I've ever made with any provider.

2. Installation took three to four weeks

Router arrived mid-May. Connection didn't go live until mid June. That's three weeks of waiting. It took at least two engineer visits. Every time I called EE, they said "wait a little longer." No apology. No compensation. Just delay after delay. When the WiFi finally went live in mid June, I thought the nightmare was over. It wasn't.

3. The speeds were a joke – basic use broke it

I tested it immediately. One person watching Netflix. Another person scrolling Instagram on their phone. That's it. Nothing heavy. Result? Netflix buffered constantly. Instagram kept loading forever. Random disconnections. The WiFi kept dropping. I couldn't even do light browsing while someone streamed. Gaming or PS5? Forget it. EE promised heavy simultaneous use. Reality? Two people doing the most basic things broke the connection. I called within the first week and asked to cancel.

4. EE ignored my cancellation request

I told them clearly: service is not as promised, it's unfit for purpose, cancel it. Instead of cancelling, they haggled. They said they'd call me back – never did. They told me to restart my router or "give the line time to stabilise." No follow-up calls ever came. So I went back to Virgin Media – the provider I'd left for EE in May. By the end of June, I physically disconnected all EE router wires and switched back to Virgin. I assumed that was the end.

5. EE's wifi prompt kept messing with my Virgin connection

Even after disconnecting, something insane happened. Every now and then, while using my Virgin WiFi to surf or watch Netflix, an EE login prompt would pop up on my screen. It kept interfering with my browsing and interrupting streams. EE's system was still trying to talk to my devices even though their router was unplugged. They were literally messing with my new provider's connection.

6. EE never told me I owed any money – not once

Life got busy. I forgot about EE broadband. But here's the key: EE never sent me a single notification that I was missing payments. No text. No email. No phone call. No letter. I had been an EE customer for five years. They had my mobile number, my email address, my home address. They chose complete silence and let the account build up charges without ever alerting me.

7. I only found out in December – from a debt collector

In early December, I got a letter. Not from EE. From MYCRS, a debt collection agency, demanding £328 on behalf of EE. I was shocked. And here's the bombshell: EE themselves cancelled my broadband in December. Not me. I had disconnected in June. EE waited until December to officially cancel, then handed the debt to MYCRS and inflated it to £328.

8. The maths proves £328 is pure inflation

Broadband was £27.80 a month. Six months (May to November) would be £166.80. But the connection wasn't even live for three of those weeks. I only had an active, usable connection for about one month – so realistically I only owe £27.80. Out of principle, I offered to pay 3–4 months (£83–£111). EE wants £328 – that's an extra £216–£245. Where does that come from? Early termination fees? EE cancelled, not me. Late penalties? They never notified me. Debt collector fees? Not my problem. The executive complaints guy kept saying "you left without telling us" – but EE cancelled. That's a lie.

9. And my two SIMs jumped to £60 a month

After EE cancelled the broadband, my two mobile SIMs jumped to £60 a month. When I asked why, the executive complaints guy said I'm still on the "broadband-linked contract" – just without the broadband discount. So no broadband, but still tied to broadband pricing. I asked to go back to my pre-broadband SIM deal. He refused. He told me to call the SIM department. No apology for any of it.

10. What I'm doing now

I am willing in good faith to pay the standard monthly broadband charge for 3–4 months (£83–£111). I do not accept penalty fees, termination fees, or the inflated £328. I will demand a formal deadlock letter. If EE doesn't resolve this fairly, I will escalate to the Ombudsman Services: Communications and report EE to Ofcom for mis-selling, service failure, ignored cancellation requests, silent billing, and unfair debt collection. Don't let EE bully you. Share your stories.

[coolncarin524]

1. Who I am and how long I was with EE

I've been an EE mobile customer for five years (2020–2025). Never had a problem. In May 2025, I trusted them and added broadband. They promised me that multiple people in my house could stream Netflix, play PS5, and game on laptops all at the same time with no buffering. I said yes. Broadband £27.80 a month. Two SIMs bundled for about £20 a month. Biggest mistake I've ever made with any provider.

2. Installation took three to four weeks

Router arrived mid-May. Connection didn't go live until mid-to-late June. That's three to four weeks of waiting. It took at least two engineer visits – maybe three, I've lost count. Every time I called EE, they said "wait a little longer." No apology. No compensation. Just delay after delay. When the WiFi finally went live in late June, I thought the nightmare was over. It wasn't.

3. The speeds were a joke – basic use broke it

I tested it immediately. One person watching Netflix. Another person scrolling Instagram on their phone. That's it. Nothing heavy. Result? Netflix buffered constantly. Instagram kept loading forever. Random disconnections. The WiFi kept dropping. I couldn't even do light browsing while someone streamed. Gaming or PS5? Forget it. EE promised heavy simultaneous use. Reality? Two people doing the most basic things broke the connection. I called within the first few weeks and asked to cancel.

4. EE ignored my cancellation request

I told them clearly: service is not as promised, it's unfit for purpose, cancel it. Instead of cancelling, they haggled. They said they'd call me back – never did. They told me to restart my router or "give the line time to stabilise." No follow-up calls ever came. So I went back to Virgin Media – the provider I'd left for EE in May. By the end of June, I physically disconnected all EE router wires and switched back to Virgin. I assumed that was the end.

5. EE's wifi prompt kept messing with my Virgin connection

Even after disconnecting, something insane happened. Every now and then, while using my Virgin WiFi to surf or watch Netflix, an EE login prompt would pop up on my screen. It kept interfering with my browsing and interrupting streams. EE's system was still trying to talk to my devices even though their router was unplugged. They were literally messing with my new provider's connection.

6. EE never told me I owed any money – not once

Life got busy. I forgot about EE broadband. But here's the key: EE never sent me a single notification that I was missing payments. No text. No email. No phone call. No letter. I had been an EE customer for five years. They had my mobile number, my email address, my home address. They chose complete silence and let the account build up charges without ever alerting me.

7. I only found out in December – from a debt collector

In early December, I got a letter. Not from EE. From MYCRS, a debt collection agency, demanding £328 on behalf of EE. I was shocked. And here's the bombshell: EE themselves cancelled my broadband in December. Not me. I had disconnected in June. EE waited until December to officially cancel, then handed the debt to MYCRS and inflated it to £328.

8. The maths proves £328 is pure inflation

Broadband was £27.80 a month. Six months (May to November) would be £166.80. But the connection wasn't even live for three of those weeks. I only had an active, usable connection for about one month – so realistically I owe £27.80. Out of principle, I offered to pay 3–4 months (£83–£111). EE wants £328 – that's an extra £216–£245. Where does that come from? Early termination fees? EE cancelled, not me. Late penalties? They never notified me. Debt collector fees? Not my problem. The executive complaints guy kept saying "you left without telling us" – but EE cancelled. That's a lie.

9. And my two SIMs jumped to £60 a month

After EE cancelled the broadband, my two mobile SIMs jumped to £60 a month. When I asked why, the executive complaints guy said I'm still on the "broadband-linked contract" – just without the broadband discount. So no broadband, but still tied to broadband pricing. I asked to go back to my pre-broadband SIM deal. He refused. He told me to call the SIM department. No apology for any of it.

10. What I'm doing now

I am willing in good faith to pay the standard monthly broadband charge for 3–4 months (£83–£111). I do not accept penalty fees, termination fees, or the inflated £328. I have demanded a formal deadlock letter within 14 days. If EE doesn't resolve this fairly, I will escalate to the Ombudsman Services: Communications and report EE to Ofcom for mis-selling, service failure, ignored cancellation requests, silent billing, and unfair debt collection. Don't let EE bully you. Share your stories.

[Christopher_G]

Hi @coolncarin524 

Welcome to the community.

Thank you for explaining your situation. However, this is a customer to customer forum, and we don't have access to customers' accounts here.

You've done the right thing in opening a case with our customer support/executive complaints team. They are the highest level of escalation and are in a better position to look into exactly what has happened.

Our complaints code of practice explains how your case will be handled, and when to escalate with the ombudsman if you don't find the resolution you're looking for.

Chris