This topic

Switching from EE to BT

RedRuth1963 — Thu, 17 Aug 2023 12:28:56 GMT

Hi,

I was persuaded to swap my broadband provider from EE to BT despite not being out of contract with EE, I was told I wouldn't be charged because BT own EE and all customers are encouraged to swap. I went ahead on June the 14th and everything went smoothly until I noticed an upcoming bill for £135 on my EE account for cancelling early.

I cancelled my direct debit and phoned EE, they assured me it was a mistake and not to worry. 3 threatening letters and 3 phone calls later it's still not resolved. The final EE operator told me to email the bill to btswitchsteam@bt.com and they would sort it out. I've done this but heard nothing.

I'm getting quite concerned now, EE are threatening me with debt collectors.

Re: Switching from EE to BT

Oxonian — Sat, 19 Aug 2023 19:52:40 GMT

@RedRuth1963

Do you have a question then ?

Re: Switching from EE to BT

RedRuth1963 — Sun, 20 Aug 2023 20:49:15 GMT

Yes, what should I do and can you help me?

Re: Switching from EE to BT

garybs29 — Mon, 21 Aug 2023 08:29:24 GMT

I'd say complain to EE, they initiated this switch but are now trying to pass the buck when it comes to charges which ultimately they'd be responsible for & it'll be down to them to resolve

The fact they told you to email the switching team is laughable as 1) you weren't invited to use the switching process & ") from what I remember they don't pay charges from moving from EE as they're the same company

Re: Switching from EE to BT

RedRuth1963 — Mon, 21 Aug 2023 10:01:09 GMT

I've been complaining to EE since I got the bill! They say it's up to BT to sort out.

When my mother had a problem with her Virgin service I posted on the help forums and an operator sorted out the whole issue, I assume he/she was an employee. I'm guessing from the tone of the replies that isn't the case here?

Re: Switching from EE to BT

RedRuth1963 — Tue, 22 Aug 2023 11:59:08 GMT

So, I've sorted the problem out now. BT are responsible for paying the outstanding bill for cancelling early, it's part of the drive to get people to move from ee to BT.

I had to send my bill with my order reference number to btswitchteam@bt.com and they have now confirmed they're paying the bill.

I managed to get this information by using the BT chat service. They were a lot more helpful and knowledgeable than anyone here, so far. Of course it would have saved a lot of time if someone had told me all this in the first place.

Re: Switching from EE to BT

imjolly — Tue, 22 Aug 2023 12:10:40 GMT

@RedRuth1963

this is a customer help customer community forum and your post does not go to BT. everyone here apart from forum mods is a customer just like you giving up time freely to help other customers with their problem

Re: Switching from EE to BT

RedRuth1963 — Tue, 22 Aug 2023 12:25:41 GMT

@imjolly The replies I've had have been either rude or totally wrong.