This topic

Forced switch from BT to EE

Logiess — Wed, 23 Jul 2025 08:26:48 GMT

I received a series of emails last week, the first of which stated that my direct debit for my broadband only account would be now collected by EE under a new account number and the last of which stated that I hadn’t finished setting up my EE ID.

I never requested nor gave permission for my account to be moved from BT to EE.

I called EE as I’m currently, as I understand it, within their 14 day “cooling off” period. After being moved from pillar to post (and being disconnected by them) I eventually spoke to someone who informed me that yes, I could move back to BT.

However, I would not be able to move back to my original broadband only contract of £22.99 pcm and instead I would be charged £29.99 pcm to which I said no. I tried in vain to explain that I had never requested this transfer from BT to EE, that I had not given permission to be transferred and that this “offer” to transfer me back to BT was not correct as it was not the same price as I was paying before this unauthorised transfer.

The call ended with me saying I had no option but to lodge a complaint. About 4 hours later I received an email saying my complaint had now been closed (I hadn’t even lodged a complaint yet) and that if this was not correct, then I would need to call them back!

(The reason I was able to originally get a reduced broadband only contract of £22.99 in April 2025 was because I also have another residential broadband account for a separate property, which I have had with BT for over 30 years. I was offered this reduced price with BT as an incentive to have the second broadband only account with BT.)

This seems totally underhanded and I’m not sure what I can do. Is it worth me making contact with Ofcom?

I’m wondering how long it will be before I’m force switched from my other BT broadband account. I have no faith in EE, my elderly parent was transferred from BT to EE (having been a BT customer for over 40 years) on the promise of a lower price and they’ve had nothing but problems. In particular regarding their answer machine.

I understand BT are rebranding themselves and they want to move all their residential customers to EE but surely, the way in which this has been done, is wrong?

Re: Forced switch from BT to EE

garybs29 — Wed, 23 Jul 2025 08:38:02 GMT

You've not said but I'm assuming this transfer was at the same price & will have been possible in the t&c's so i doubt there's much you can do

Have to ask though, if thats the case why you making such an issue given it's effectively the same company using the same equipment?

Re: Forced switch from BT to EE

imjolly — Wed, 23 Jul 2025 09:01:29 GMT

@Logiess

Your information is out of date and BT are not rebranding to EE and BT will continue in residential markets

Re: Forced switch from BT to EE

zulu17 — Wed, 23 Jul 2025 09:07:46 GMT

@garybs29 I have asked the community managers to look at this thread as it seems at best to be a highly unusual course of events. I can fully understand @Logiess frustration and anger here.

Re: Forced switch from BT to EE

Manatarms84 — Wed, 23 Jul 2025 09:55:54 GMT

While there is no automatic change from BT to EE taking place sometimes people are moved over on new deals however from what you are saying thisnis not what has been done. If you have been moved over without consent of the new price you are on then this needs to be looked into. I would lodge a complaint and escalate if needed so it can be looked into. To go to the ombudsman you either need a complaint to have gone on for 8 weeks without resolution or gone through the escalation process to a deadlock letter (which basically means it's EEs last position that you cannot accept) however it is unlikely to get to this point and I am sure it can be sorted.

Re: Forced switch from BT to EE

Peter_W — Wed, 23 Jul 2025 11:21:27 GMT

Hi @Logiess.

Thanks for reaching out to us here on the Community.

I can totally appreciate your surprise and concern if you have been moved to EE without any apparent prior warning.

As @imjolly mentioned here, BT Consumer services are absolutely still continuing, and we'd not expect to see you moved over without prior discussions around this.

I would definitely recommend raising this as an official complaint as @Manatarms84 has highlighted, especially considering the price discrepancies around the switch back.

This way our team will be able to review everything that's happened with your accounts so far, and make sure we've looked at all of the options you can.

You can find more information on our complaints process here:

Our complaints code of practice

Peter

Re: Forced switch from BT to EE

Logiess — Wed, 23 Jul 2025 12:01:58 GMT

Apologies, I didn't make that clear. Yes, the transfer price is the same but I did not authorise the transfer and to transfer back, which I am entitled to do under the cooling off period (even though I did not ask to be transferred and wasn't told that I would be transferred) would not at my existing rate.

My issue is that this transfer was done with out any consultation and it was made to look as though I had requested it, which I hadn't. And I'm not happy about it.

Re: Forced switch from BT to EE

Logiess — Wed, 23 Jul 2025 12:02:28 GMT

Thank you, much appreciated.

Re: Forced switch from BT to EE

Logiess — Wed, 23 Jul 2025 12:10:15 GMT

I think, as far as EE is concerned, the matter has been sorted as I received an email to say my complaint has been closed - despite me not actually lodging one. Presumably this was based on my telephone call with them. Interestingly the only option I was given in their email was to call them - so nothing can be put in writing.

It's supremely arrogant of BT / EE and I feel they have done exactly what suits them. I could possibly understand it if either of them had had the courtesty to ask me beforehand. In light of all the online scams around I think the first email, "thanking me" for "choosing" to pay my direct debit to EE, was utterly riduclous and infuriating.

Re: Forced switch from BT to EE

Logiess — Wed, 23 Jul 2025 12:11:50 GMT

Thank you for this information Peter, I will attempt to raise a complaint and hopefully it will be dealt with.

Re: Forced switch from BT to EE

Jane2018 — Wed, 23 Jul 2025 12:55:29 GMT

(When my landline was down last year for 4 weeks every Friday BT said the issue had been resolved when I logged on. It was only 4 weeks later when they solved the issue which applied to others in my area too, that they got round to texting the mobile number had provided and only to say all was now well. So this closing of issues, this blatant lying whether by BT or a bot / AI seems quite common practice)

Re: Forced switch from BT to EE

chrisjp — Wed, 23 Jul 2025 13:37:17 GMT

These sorts of forced, and un-authorised, migrations from BT to EE make me wonder about the conduct of some of BT's sales agents. They are all on commission to convert customers from BT to EE - could some of them be initiating these conversions themselves to get their commission?

Re: Forced switch from BT to EE

Logiess — Wed, 23 Jul 2025 14:30:56 GMT

Yes, unfortunately it does seem to be that way.

It is very annoying and I will take this matter as far forward as I can; it worries me how some people in a vulnerable situation will be treated by the likes of BT and EE.

Re: Forced switch from BT to EE

Logiess — Wed, 23 Jul 2025 14:32:17 GMT

Yes, I think that may well be the case. Commission driven to the point of blatantly disguising the truth, duping and downright deception.

Re: Forced switch from BT to EE

garybs29 — Wed, 23 Jul 2025 17:38:19 GMT

Oh for gods sake, I've heard it all now. It will not have been a commission driven switch.

When you login you still get prompted to switch to EE so chances are they are still trying to move customers & it's a legitimate switch. Did it start a new contract or leave it on the same end date?

Re: Forced switch from BT to EE

Logiess — Thu, 24 Jul 2025 04:25:48 GMT

I managed to speak to someone at BT yesterday by using my BT landline to call rather than my mobile. That gave me more options than I was given on my mobile - using my mobile automatically generated a text link which I didn’t want as I wanted to speak to a human being.

And they confirmed what I thought, that the migration had been done automatically from their end without my permission. So I’m not convinced it wasn’t commission driven. Or incompetence. Or both.

I was informed (as I was with EE) that I can revert back to BT but not under the same price - so rather than £22.99 I would be charged £29.99 - despite the fact that I didn’t request this migration. It beggars belief.

I have written a letter of complaint to BT and will wait to hear their response.

Re: Forced switch from BT to EE

TimCurtis — Thu, 24 Jul 2025 07:37:06 GMT

@Logiess

I don't know who you've written a complaint to but the best option is to email the CEO - Allison Kirkby - whose email is very easy to find or even guess seeing as she's the head of bt.com. This would then be handed to Executive Complaints - think that's the name - and they are very good at handling things.

Re: Forced switch from BT to EE

Logiess — Thu, 24 Jul 2025 08:02:32 GMT

Thank you for that information, I will find Allison Kirkby’s email address and also email. The address I found was on the BT “make a complaint” page - it’s a PO Box address and I suspect a reply from that will be long in the waiting. Thank you.