This topic

Moving Broadband from BT to EE with no voice landline

laurenceprestage — Sun, 25 Aug 2024 10:34:10 GMT

I am moving my Broadband from BT to EE
I have cancelled my BT landline.
I have two mobiles already with EE
BT want to charge me £145 for cancelling before contract end in December 2024
The email from BT says:
Early termination charges
As you're still within the minimum term of your contract, you'll have to pay a charge for each month you've got left.
We expect this to be £147.58 by the time you move.
I have been told on the phone by BT that there should not be any charge to cancel BT when moving to EE but the operative says she can't cancel it.
An internet search says there should be no charge.
How do I stop BT from charging me for early cancellation?

Re: Moving Broadband from BT to EE with no voice landline

Manatarms84 — Sun, 25 Aug 2024 10:39:38 GMT

As you are moving within the company there should not be any early termination charges. BTs system may generate one but it will be cleared off when you are out of the cooling off period of the new deal.

Re: Moving Broadband from BT to EE with no voice landline

iniltous — Sun, 25 Aug 2024 10:51:20 GMT

Anecdotally it seems no charges are raised moving from BT to EE , but I suspect this is the case if the migration is done by contacting BT and it’s BT that offer the option to change to EE , if you simply ‘join’ EE in the same way any non BT customer could , then the option to waive any early termination charge may be lost .

Re: Moving Broadband from BT to EE with no voice landline

gg30340 — Sun, 25 Aug 2024 11:30:48 GMT

Did you instigate the move and cancel your landline or did you call BT to arrange the move to EE for you?

Re: Moving Broadband from BT to EE with no voice landline

laurenceprestage — Mon, 26 Aug 2024 09:12:37 GMT

I saw EE in their shop, agreed the deal to transfer broadband from BT to EE, they instigated the move with BT.

It shouldn't make any difference which way round it was done.

EE is part of BT so whenever a deal is done, if they are the only two parties involved, there should not be any penalties involved.

Re: Moving Broadband from BT to EE with no voice landline

imjolly — Mon, 26 Aug 2024 09:20:01 GMT

EE and BT Retail are independent companies within the BT Group. you appear, by going to EE shop, to be treated as a new EE customer and not as a BT existing customer trying to renew/upgrade their package and being moved to EE internally by BT

Re: Moving Broadband from BT to EE with no voice landline

laurenceprestage — Mon, 26 Aug 2024 09:24:31 GMT

Thank you, yes I understand that, but as I say, it shouldn't make any difference which way round it was done, and EE should have advised me to cancel with BT first.

Re: Moving Broadband from BT to EE with no voice landline

gg30340 — Mon, 26 Aug 2024 12:20:45 GMT

@laurenceprestage wrote:

Thank you, yes I understand that, but as I say, it shouldn't make any difference which way round it was done, and EE should have advised me to cancel with BT first.

It apparently does make a difference. You were a BT Broadband customer so you should have gone through BT not EE.

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

Re: Moving Broadband from BT to EE with no voice landline

laurenceprestage — Mon, 26 Aug 2024 12:26:40 GMT

Thank you, very much appreciated.

Re: Moving Broadband from BT to EE with no voice landline

NeilO — Mon, 26 Aug 2024 14:12:16 GMT

@laurenceprestage welcome to the community and thanks for posting, there is a process in place when this senario arrises. The charge is applied to the final bill and can then be removed, if you contact the billing team on this link they will be able to help you with this Broadband | BT Help

Neil

Re: Moving Broadband from BT to EE with no voice landline

laurenceprestage — Mon, 26 Aug 2024 15:39:45 GMT

Many thanks Neil, I will do as you suggest.

Re: Moving Broadband from BT to EE with no voice landline

laurenceprestage — Mon, 26 Aug 2024 16:24:06 GMT

Thank you for the suggestion to contact BT Broadband | BT Help
I have just had a message chat with them and they have said :

(Mon, 26 Aug 2024 17:08:43) BT : I can see that take over request already raised and your BT account will be
moved to EE on 9th September 2024.

(Mon, 26 Aug 2024 17:09:17) Laurence: Correct

(Mon, 26 Aug 2024 17:11:21) BT : And your Early termination fee will be removed once the final bill will be
generate after 14 days from the cancellation date of your BT account I have
just confirmed from our team , sounds fine ?

(Mon, 26 Aug 2024 17:12:08) Laurence : That's perfect Thank you.

So all sorted, many thanks.

Re: Moving Broadband from BT to EE with no voice landline

marco806 — Mon, 26 Aug 2024 17:37:44 GMT

It beggars belied that a parameter has not been added to EE/BT computer systems, to ensure pointless and stressful correspondence is not sent unnecessarily to customers.

Having said all that if folk do want to move to EE, (when out of contract) the sensible thing it seems, is not to do it via BT , but go straight to EE, as you will avail yourself to new customer deals that are far more favourable.

And lets not forget the extra work BT and EE staff have to do, to tidy up the ongoing shambles.

Re: Moving Broadband from BT to EE with no voice landline

Puma937 — Wed, 28 Aug 2024 13:52:51 GMT

@marco806 - If you are a current BT customer (in or out of contract) you cannot simply sign up to EE as a new customer. You are treated as an existing customer of the BT Group, based on address, telephone number and contact details.