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EE Smart 5g broadband bill

Skdjdjjdnd
Visitor

So i just bought EE 5g smart broadband at my new home and while i was purchasing it online from EE website it was clear to me that i needed to pay a one-off £100 payment as well as monthly £45 on my broadband as monthly bill. 

Now, I’ve received my first bill and, unsurprisingly, EE has sneakily added extra charges that were never disclosed upfront. 

1. Where did this £50 "deposit" come from? Out of my £100 payment, £50 has been classified as an initial deposit—something I was never informed about during the purchase process. I read the landing page and legal details carefully, and nowhere did it state that I’d be paying a deposit. I was under the impression this was for the broadband equipment.


2. Why am I being charged an extra £100 for the broadband? This hidden cost was conveniently left out during the purchase process, only to be thrown into my bill later. This is a blatant attempt to mislead customers by not disclosing critical costs before they enter a contract. These costs were NEVER outrightly mentioned when i was purchasing the broadband.

 

This is the link: 

https://ee.co.uk/broadband/pay-monthly-mobile-broadband-gallery/smart-5g-hub-details

 

This is unacceptable and very deceitful to just send them as part of copy of first bill when none of it is there on the broadband page. I demand removal of the extra £100 and return of my deposit amount of £50.This is dishonest, deceitful, and completely unacceptable. I demand an immediate removal of the extra £100 charge and a full refund of the £50 deposit that I was never informed about. Fix this now or else i would like to exit under my statutory period. 

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1 SOLUTION

Accepted Solutions
Northerner
EE Community Star
EE Community Star

Hi @Skdjdjjdnd 

You'll need to speak to EE CS on 150 tomorrow about this issue as there is no customer account access on these forums.

Thanks 

 




To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.

View solution in original post

1 REPLY 1
Northerner
EE Community Star
EE Community Star

Hi @Skdjdjjdnd 

You'll need to speak to EE CS on 150 tomorrow about this issue as there is no customer account access on these forums.

Thanks 

 




To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.