Hi everyone,
Back in early March, I was offered a great deal to switch from BT to EE for Internet, phone, and TV services. It was much cheaper than what I was paying BT, so I decided to take the plunge. My EE services became active on the same day I received the equipment (26th March), and everything seemed perfect—at first.
However, I soon ran into a frustrating issue. While I can log into the EE app and website, I can't do anything once I'm in. I can’t view my bill, manage my account, or even see my account number. I assumed it would fix itself over time, but here we are in late April, and it’s still not resolved.
To make matters worse, BT is still charging me! Despite my BT account showing as cancelled with no active services, I was billed for the period of 23rd March to 22nd April—when I had already switched to EE—and they took the full amount via direct debit. Today, I received another bill for 23rd April to 22nd May, which is set to be taken by direct debit on Monday.
I’ve tried sorting this out but have been bounced back and forth between BT and EE with no resolution. BT says EE needs to issue my first bill to officially close my BT account. Meanwhile, EE says BT must close the account first before they can issue my bill. I spent over **nine hours** today speaking to EE, being shuffled from department to department, re-explaining my situation repeatedly, only to hear conflicting explanations and no real progress.
Here’s the crux of my issue:
- I'm being charged by BT for services I no longer have.
- EE hasn’t issued my first bill yet, which seems to be holding everything up.
- I’m now paying more than I was before switching, as my BT contract ended, and their prices increased in March.
One EE representative even suggested I simply stop paying BT, but I’m uneasy about doing that and potentially getting into trouble. I haven’t cancelled the BT direct debit yet, as I wanted to wait for a final bill. Now it’s too late to cancel before the payment is taken on Monday.
I feel completely stuck in a loop. What if EE never issues the first bill, and BT never closes the account? Has anyone else faced a similar situation? How did you resolve it? Any advice on what I should do would be greatly appreciated!
