Miss-sold EE what can we do now? 5 months in

[BH68]

We had sky to with but for broadband. With fibre available BT sold us to move to EE.

"It's just the same as sky he said"

We have ended up paying extra for itv and channel4 to be advertised free and even then still have to watch them.

Told all be same as sky

Have to pay extra not to see ads in itv ch 4 same with channel 5 and S4C

Language change button does not work on S4C

Premier sports only available through app does not work well

US channel adverts also if pause a program goes back to beginning

Sky we could record 6 things at once now only 2

Poor coordination of recording, random warnings that recordings may interfere with what you're watching and then it doesn't

It's rubbish what are our options to leave?

[Deano1711]

Pay the early termination fee i am afraid

[Midnight_Voice]

@BH68 

If you were told that, which clearly isn’t true, then you were missold. Go back to EETV and ask them to listen to the recording of your conversation with the agent at the time.

If they agree, then they should release you from your contract.

HOWEVER:-

Can you demonstrate that everything in your list above is handled differently on Sky, and none of it came up in your 14-day cooling-off period for you to observe?

[fatalisticdfeat]

Prices will go up soon, they always do. normally you can cancel if you're not happy with the change free of charge.   If the service you're getting is poor though and you didn't sign up for poor, you can't be charged to leave but you may have to fight about it. They will do anything to say it isn't their fault it's yours

[Matt_124]

I'm afraid that advice is incorrect. Price changes are stipulated in all of EE's contract terms and conditions and are agreed to upon signing up.

If a customer is not happy with a price change, they can certainly cancel, but this would not be free of charge as they would be liable for early termination charges covering the remainder of their contract.

As for the second part of your post, a customer very well can be charged to leave. They would need to prove there is a fundamental problem with the service they signed up for, and have exhausted all of EE's procedures for restoring their service to full functionality. Then and only then may EE allow cancellation without triggering ETCs, typically when there are no options remaining.

[Leanne_T]

Morning @BH68 

Thanks for coming to the community. 

If you get in touch with our broadband guides they will get the contract looked into and see if they can check what was advised when you joined EE. The team can also discuss your options with you. 

Let us know how you get on. 

Thanks 🙂

Leanne.

[BH68]

Who are the broadband guides and where can I email them please?

[Peter_W]

Hey @BH68.

You can find all the details on how to reach out to our Guides here 😊

Contact Us About Broadband and Landline Billing and Account | EE

Peter

[BH68]

Update

I wanted to leave an update on this issue.

I phoned once and did not get anywhere, left the conversation with a promise for a supervisor to phone me back.  Noone ever did so I phoned again.

I insisted they listen to the transcript of the original conversation which took a few minutes but then the advisor came back and said that I could leave with 30 days and even extend the leaving point a few days if it is was more convenient.  They offered me Sky through them for a one time 99p charge.  It was still streaming so I have not gone with them.

Have gone back to Sky Q - price is £50 less than we were paying before for a 24 month contract.  31 days cooling off period.  Reinstated back to all our old accounts (we left sky in September 24).  Sky will even send a real person to set us up in a fornight's time.  (EE implied someone would come but they never did).

We are keeping our Broadband with EE for the moment as we have BT email addresses and do not want to change them.

So it is worth persevering.

Thank you for all the advice.