Change provider

Nic1283 · ‎06-06-2025

I had an EE representative at my house recommending I change tv and broadband provider from Sky to EE. I explained I was still in contract with Sky, but the EE rep assured me this would not be an issue and they would see to the whole process and pay any early termination fees.
Fast forward 3 months that it took to get fibre installed at my house! I now have EE fibre and tv installed. I checked my bill with Sky believing it to be my final tv/broadband bill, only to discover that they had not cancelled my tv and only broadband. Sky have stated I am still in contract for next 12 months for tv and will not cancel my contract.
EE are saying I can cancel and that they have done this and advised me to call Sky. I am at a total loss as to what to do and I am left paying 2 tv contracts. Can anyone offer any advice?

XRaySpeX · ‎06-06-2025

The Ofcom mandated process for migrating BB does not cover TV plans. It is for moving BB & landline only. You will need to cancel the TV contract yourself.

EE will pay up to £300 of your Early Cancellation Fees upon sight of your previous ISP's bill showing them. You can claim this online @ Switch Broadband to EE and we'll pay your leaving fee. It will be applied as a credit to your EE bill. This might help to cover your TV cancellation fees depending on how much you've already claimed for BB & landline.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

View solution in original post

XRaySpeX · ‎06-06-2025

The Ofcom mandated process for migrating BB does not cover TV plans. It is for moving BB & landline only. You will need to cancel the TV contract yourself.

EE will pay up to £300 of your Early Cancellation Fees upon sight of your previous ISP's bill showing them. You can claim this online @ Switch Broadband to EE and we'll pay your leaving fee. It will be applied as a credit to your EE bill. This might help to cover your TV cancellation fees depending on how much you've already claimed for BB & landline.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

Mustrum · ‎06-06-2025

@Nic1283 You can also raise a formal complaint to EE, details are included in the following Help page - https://ee.co.uk/help/contact-ee/complaint

Nic1283 · ‎06-06-2025

Unfortunately this was not what was communicated to me. The EE Rep advised it would be a smooth process and they would see to everything, including Tv switch. I spoke with EE earlier today and they said they had contacted Sky regarding cancelling my Tv package. I asked the call handler to provide me with this correspondence and she said she couldn’t. When contacting Sky they said I was not allowed to leave my contract earlier and could not pay any early termination fees, so therefore nothing I can do for 12 months. Surely EE are at fault? I have filled in the complaints form.
thank you for the reply.

DarrenDev · ‎09-06-2025

@Nic1283 they can't stop you cancelling the contract - they can only apply a penalty for doing so (early termination). Sounds like you spoke to a bad agent. It's worth trying again. If you Google for "Sky early termination charges" you'll be shown their info page on it as the first result.