Incorrect addresses given for offer

[mleers]

I have been trying to sign up to ee via uswitch. It was the 1.6gb broadband for 32.99. When redirected to ee and prompted to select an address the address options are for a different postcode. The site says if that is the case phone a support number. EE then say that they can’t match the offer and want 42.99 over the 24 month contract. How can I get ee to change their coding to reflect the correct addresses or point out to Royal Mail the error?

[Northerner]

Hi @mleers 

See here: https://www.royalmail.com/personal/receiving-mail/update-your-address

Ultimately EE are not obligated to provide the same offer which as you have spoken to them seems to be the case. 

Thanks 

[mleers]

The main Royal Mail postal address file is correct and works for Royal Mail, EE, CompareThe Market and Uswitch. The link is therefore is not much help but thank you for trying. I have worked on the PAF files as a software engineer and there are several types so it is possible a cheaper version is used for the interface. It is the interface between the comparison sites and EE that messes up my address. The URL is an EE URL and is consistant between the comparison sites (I have tried others). EE claims that it was CompareTheMarket's fault but this looks to be an uninformed hope. EE tell me that they cannot afford to give me the same offer which I find rather strange as the comparison sites are making money with this price and are presumably paying EE less than what I would be paying. I can understand the offer not being matched for many reasons (eg Equipment not capable) but not if it was caused by an error from EE. The problem is either they are using a cut down version of the PAF files which has the wrong information or the coding that EE use removes part of the address. I have a Uswitch account with the right address, an EE account with the correct address but for this interface it will not let me type in my address or give me the right choice. When I phone up they tell me the right choice is available on their screens but then they want to charge me another £9 permonth for 2 years. I accept that they are not interested in fixing their problem but it seems unfair to me that I should be charged extra because they have a design flaw in their system.

[Mustrum]

@mleers   I seem to recall a similar problem from another poster recently, although they claimed to have found an unbeleivably cheap deal.

However when I try, the address is picked and transferred from the comparison site, not entered again on the EE site. Have you tried the usual clear cookies/another browser/comparison site?

The staff when you call will not have the authority to offer a deal, unless you manage to get through to the retensions or similar team.

Let is know how you get on with another browser/comparison site.

[JimM11]

@mleers At least from the Uswitch.

About these results

*Average speeds are based on the download speed available to at least 50% of customers with this product during peak time (8 to 10pm). Your actual speeds depend on factors like your connection type, area, time of day and distance from the telephone exchange.

‡This calculation is based on the average 12-month out of contract cost calculated in January 2026 between the five most popular new deals on Uswitch: Vodafone Full Fibre (500, 150, and 910) and Virgin Media (Gig1 and M125), compared to the average yearly cost for new customers switching to those same five deals (£295.15), minus the average mid-contract price increase amount between each deal for 9 months post-price increase. Correct as of 16 January 2026.

Deals are subject to local availability and may not be available to existing customers. You can confirm availability and estimated speeds for your property on the provider’s website - this may be different to what we show.

Some providers may increase monthly costs each year during your contract, in line with the retail or consumer price index. Check their terms before signing up.

†£155 is our calculated earnings figure from September 2025, which details the potential amount a customer could earn in cashback a year with Uswitch. Learn how we calculate cashback earnings.

§Order before 8pm for next working day delivery. To find out more about delivery times, please check the provider site for more details.

We’ve highlighted some recent Uswitch Award winners on our table.

How our site works

Uswitch services are provided at no cost to you, but we may receive a commission from the companies we refer you to. This helps to keep our site free for you to use. Sometimes we have commercial agreements with providers to highlight deals that we think are worth your consideration. These deals are labelled 'sponsored'.

Exclusive deals are only available through RVU brands.

[mleers]

Although I was not hopeful I did try clearing the cache and cookies, three
different computers and the phone, two different browsers using both apps
and web sites and whitelisting the site for browsers, security and
firewall. I tried 4 different comparison sites. The outcome was always the
same.
The advice from EE varied and one advisor suggested that I should take the
closest address and change it when I was accepted. The £20 deposit went
through and a cancellation message was sent to TalkTalk to cancel my
existing broadband all appeared to link in with the correct address either
from the comparison site or my account with EE. An appointment was then
arranged with openreach. It had the correct close but no number. EE
informed me that they could not insert the house number or change any
change the address unless everything was up and running. I put the house
number in the comments to the engineer. I then got a message from BT/EE
asking for confirmation of details. After one hour on the phone they still
could not tell me what they wanted to know. However, whatever they did
caused the contract to be cancelled. When I asked why it was cancelled they
said that they would fill in a form to find out what had happened and would
get back to me within 24 hours. They never did.
When passed from Comparethemarket to EE to continue with the 1.6gb purchase
I am presented with a screen asking me to log into EE and then offering me
500mb for £32.99 which I assume is to check the maximum speed that is
available to my address. That is the point where I am asked to select from
options of addresses from the given postcode. The addresses have been
amended to drop the phrase 'The Elms'. I am thinking that the computer
system is assuming this is a house name. It is not. It is a street name. By
doing this it then points to an existing address a 10 minute walk away.
This offer is only available to new customers so I am guessing that I would
have great difficulty in contacting the retentions department.

[Mustrum]

@mleers   think another way, first line just follow scripts and have no way of going against the script. However there are escalation teams who are able to offer deals, or make adjustments - often called retentions, but just the ones who have the authority to get more complex solutions sorted. Some companies make it easier than others to get to these people!

[mleers]

Thank you for your continued help.

It is good to know that people exist at EE who have the authority to make a decision without following a predefined script.

The problem seems to be to get access to these thinkers.

Is it as simple as just using the magic word 'retentions' and the doors will open?

[garybs29]

From experience retentions will not be any different. Offers like these are 3rd party website specific only nobody will have it in the system when calling