This topic

Re: You’ve moved to EE Broadband

ginchy — Thu, 24 Jul 2025 11:56:13 GMT

I got the same thing I have just had a massive brain bleed haemorrahage stroke and I am confused. A person on BT live chat lodged a complain for me and I tried phoning but it was hopeless really as I cannot speak very well at all due to the stroke but he managed to understand me but as the complaint had been files he was not able to do anything.

I hate BT the service is awaful if I use 2mb a second upload my whole internet surfing draws to a crawl as does any kind of streaming etc yet I should still have 5mb a sec bandwidth it's been like this over a year this NEVER happened with sky. I want to go back to Sky but my contract does not end until Feb next year. The person on live chat said that since they switched me to EE without my permission I am in a cooling off period so I can switch to sky but when I try I get erors when they ask for details of my previous supploer so there is dirty work afoot to stop me doing this. I am not firing on all cylanders because my brain is mush what can I do there has been no word from the complaint people it's been 2 days so like the other guy said it's eating away at my 14 days cooling is this also a deliberate ploy? In an hour or 2 I won't even remember writing this as my memory isn't function.

WELCOME TO EE BROADBAND

Hi James,

We've switched your broadband to EE. You'll get the same service, but you'll also benefit from some extra features.

Your new account number is **********
Your new package is Fibre 67 Essentials
You'll pay the same price and get the same speed as your previous BT package
You'll keep your existing hub

Next steps

Over the next few days, we'll send you more information to help you get started.

Setting up your EE ID

We'll send an email explaining how to finish setting up your EE ID. This will link your accounts and products together, and help you manage your services online and in the EE app.

Payments

As you pay your BT bill by Direct Debit, you don't need to do anything. It will automatically change to EE.

Bills

You'll get a final bill from BT and a new bill from EE.

Re: Forced switch from BT to EE

ginchy — Thu, 24 Jul 2025 11:59:51 GMT

I got this too and posted the email and told people I am sufferiing from a major stroke and I am confused This reply was marked as spam and has been removed. If you believe this is an error, submit an abuse report. (this is what i got when i made my original reply to logies) I did not request a move I am confused I get speech therapy but still cannot speak. BT service is awful if I upload I use 2mb a sec upload but webpages take ages yo reveal themself yet I have another 5/6mb a sec bandwidth left this did not happen with all other ip's unless they ran on bt lines sky was 100 per cent ok. It stops streaming iplayer too really pitiful service I need to wait till Feb 26 for my service to end. DISGRACEFUL

Complaint reference: VOL013-************. (live chat guy done this for me then escalated)

2 days ago no response!

I cannot speak properly I need email response (brain bleed massive haemorrhage.

Re: Forced switch from BT to EE

ginchy — Thu, 24 Jul 2025 12:00:50 GMT

Hi James,

My name is Gillian from executive complaints in Newcastle. I have picked up your complaint about being migrated from BT to EE without your consent. I am so sorry about this. As a resolution to the complaint I can remove the contract on the account, this means your services will continue until you cancel them, if you do cancel them then you would have no cease charges to pay. You can then stay with EE or place a new order with BT or another supplier.

Let me know if this is something you would like me to do. Again I'm so sorry this happened.

Thanks

Gillian
Executive Complaints

what mean confused bad today? anyone help me?

Re: Forced switch from BT to EE

ginchy — Thu, 24 Jul 2025 11:38:58 GMT

Moderastors removed the email from bt scammers and info about my brain bleed they only allow posts where they are seen to be doing good things?

shame on you

Re: Forced switch from BT to EE

Peter_W — Thu, 24 Jul 2025 12:23:57 GMT

Good afternoon @ginchy.

Thanks for reaching out to us on the BT Community.

Apologies for all of your posts being flagged as spam here; this is a public forum were we recommend not to post any personal details, and as you had included quite a lot of account information this was picked up automatically by our filters.

I've edited each of your posts to remove anything identifiable, and also moved them to their own dedicated thread too.

I can completely appreciate this switch will have come as a shock, especially if you've been already been having a tough time of things recently.

The recent reply you've shared here is from our Executive Care team; they're our highest point of escalation for any complaint, so I'm glad to see that this has been picked up here.

If you aren't happy with what has been offered, you're welcome to reply to Gillian's email and they can review any further options from there.

They'll also if necessary be able to issue you with a deadlock letter, which would enable you to raise your case with the Ombudsman for independent review, but we'll always first aim to provide you with a resolution that suits from our end when we can.

You can find more about this process in our complaints code of practice here:

Our complaints code of practice

Peter

Re: Forced switch from BT to EE

ginchy — Thu, 24 Jul 2025 12:28:10 GMT

How can I tell if I am happy until I understand what the letter means? I even asked here....where did I say I wasn't happy? Seems like you never read my post either and I have indeed asked the person who emailed me to simplify things for me it's gobbledegook to me!

Re: Forced switch from BT to EE

Peter_W — Thu, 24 Jul 2025 12:33:48 GMT

@ginchy I'm sorry if it came across that way, but I wasn't trying to make an assumption here.

I just wanted to make sure you were aware of our complaints process, and knew what options were available for helping to move forwards with this.

If you can please let us know a bit more about what it is you're unsure of here, fingers crossed the forum will be able to help clear things up for you.

Peter

Re: Forced switch from BT to EE

ginchy — Thu, 24 Jul 2025 12:50:26 GMT

Here is an excerpt from my chat with online chat live:-

Agent Profile
Even if you don't, they can cancel as you have the right to cancel the service within 14 days cooling-off period.

Be assured I am here for you as I mentioned in the beginning I will not let you down.
BT • ?13:26
ok just so I am understanding this my BT contract is at the moment finished and i am in the EE cooling off period so I could sign up to sky right now and cancel EE and i will not incur any leaving bt early charges is this correct
?13:28
Agent Profile
You are absolutely correct!
BT • ?13:29
Thanks man you have helped me more than I thought! All the best!

Here is the email from Gillian (see above)

I showed the email to my partner as she has just arrived home and she said this bit

As a resolution to the complaint I can remove the contract on the account, this means your services will continue until you cancel them, if you do cancel them then you would have no cease charges to pay. You can then stay with EE or place a new order with BT or another supplier.

Means she has cancelled my bt contract and I can move to another ISP free of any charges is that correct because I just received this from EE

Your outstanding charges

Your contract ends on 21 Mar 2026.

As you're still within the minimum term of your contract, you'll have to pay any remaining contract charges.

If you were to leave today, your early termination charges would be £105.50.

I think you people are deliberately messing with my broken brain!!!!

Oh by the way I sent the guy on chat a picture of my discharge papers showing the full MRI/MRA results from my hospital stay (15 days) just to prove beyond doubt I wasn't making it up! It was FULL of personal info!

EE also sent me a txt message saying I owed £105.50

So your live chat agent lied to me about being on a cooling period

Lied to me about my BT contract being cancelled

Gillian also lied about there being no EARLY EXIT FEES?????

WHAT ON EARTH IS GOING ON WITH YOU PEOPLE ARE YOU GOING TO COMPENSATE ME FOR TWO DAYS OF MY LIFE....SO FAR!!!!

MY HEAD IS HURTING THAT'S WHAT HAPPENS NOW WHEN I GET STRESSED

MAKE SURE YOU PUBLISH THIS I WANT PEOPLE TO SEE HOW YOU TREAT A SERIOUSLY DISABLED MAN!!!!

Re: Forced switch from BT to EE

ginchy — Thu, 24 Jul 2025 12:51:15 GMT

I need to go and lie down

Re: Forced switch from BT to EE

Peter_W — Thu, 24 Jul 2025 13:26:55 GMT

@ginchy When she has mentioned cancelling your contract, this isn't stopping your services, but instead taking it out of its minimum commitment period.

This would allow you to keep it going as long as you need, or also switch back to BT, or any other provider, with no charge.

As I mentioned, the Executive team are our highest escalation point, and our now managing your complaint.

I would keep any further dialogue exclusively with Gillian, and disregard anything that's been mentioned elsewhere such as through the messaging team.

Peter

Re: Forced switch from BT to EE

ginchy — Thu, 24 Jul 2025 16:11:27 GMT

https://community.bt.com/t5/Bills-Packages/Re-You-ve-moved-to-EE-Broadband/m-p/2439116#M178317

I TRIED TO EMAIL YOU THE EXECUTIVE COMPLAINT HANDLERS EMAIL ADDRESS BUT YOU DON'T SEEM TO HAVE EMAILS ALLOWED? BEAR IN MIND I CAN'T THINK STRAIGHT CAUSE OF MY STROKE BUT IF YOU "CAN" EMAIL THEN CONTACT ME

Re: You’ve moved to EE Broadband

gg30340 — Thu, 24 Jul 2025 16:27:48 GMT

@ginchy

As this problem is obviously causing you a lot of grief and would appear to be beyond your ability to deal with at present perhaps you could get a family member or a close friend to assist you with it and do as suggested by @Peter_W and only deal with Gillian at Executive Complaints.

Re: Forced switch from BT to EE

Peter_W — Thu, 24 Jul 2025 17:03:30 GMT

@ginchy Please don't share this in public, but did the email from Gillian come from a central email address, or did she provide a direct means of contact?

If you could describe exactly what happens when you try to reply, we can look into your options from there.

I would definitely echo what @gg30340 recommended too; if you have family / friends available that can help on your behalf should speaking on the phone be required, then we'll still do our best to support you.

Peter

Re: Forced switch from BT to EE

ginchy — Wed, 06 Aug 2025 07:04:30 GMT

It looked like a central but it was not a no reply and I have emailed back twice because she did ask if I would like her to do what she suggested. I can't remember what the emails were or if in fact it was 2 but I think I told her I had joined sky and sent her a copy of the email with the £105 charge for leaving EE and asked her to cancel it like she said she would. No reply as yet but maybe she will confirm tomorrow and that will be everything sorted. Thanks for the suggestion I was at home myself until my partner came home and said the same as you. I kept rereading it and couldn't understand what account she meant. I am much calmer now if I go lie down I seem to get recharged and I was amazed all the things I managed to type today it was good therapy for me. They keep telling me my recovery is really fast compared to most people with my type of haematoma. If you want to help (and can do this) can you tell the EE people to stop texting me the same text 3 times today they have sent me a text saying they are sorry I am leaving and "you owe us £105.50"

Show them this.......

[Mod edit: removed personal details]

Re: Forced switch from BT to EE

ginchy — Thu, 24 Jul 2025 18:34:09 GMT

ignore this it's just confusion.....

Re: Forced switch from BT to EE

ginchy — Sat, 26 Jul 2025 11:51:18 GMT

Still no reply from Gillian ?

Re: Forced switch from BT to EE

Linzi_H — Mon, 28 Jul 2025 08:26:28 GMT

Hi @ginchy

I'm sure Gillian will reply as quickly as possible to help further.
If you haven't heard anything by the end of today, please let us know.

Linzi

Re: Forced switch from BT to EE

ginchy — Tue, 29 Jul 2025 13:38:36 GMT

Still nothing unless you mean this.....

Thanks for your patience

Your complaint reference:

Hi James,

Thanks for getting in touch with us recently.

We've now closed your complaint.

If you're not happy with how we handled it, or you don't feel it's been resolved, please give us a call.

Find out more about the process we followed.

Thanks,
The EE Team

How is that a "reply" you have left me in the dark regarding these umpteen texts saying I owe you over £100 after telling me there would be no early cessation charges?

Today I got am email from EE telling me to log into my EE account to see how much I owe them but I don't have an EE account why would I create an account to a company I never asked to have anything to do with?

The whole thing is nothing but SNIDE if you ask me!!!

[Mod edit: removed personal details]

Re: Forced switch from BT to EE

Linzi_H — Tue, 29 Jul 2025 13:47:14 GMT

I have sent you a private message to help further @ginchy

Linzi

Re: Forced switch from BT to EE

ginchy — Tue, 05 Aug 2025 13:59:35 GMT

Did you mean: bt moved me to EE without telling me and bt resolutions told me that should never have happened and i moved to sky within 5 days of the EE service starting should i have to pay for a service I never agreed to

AI overview

AI Overview

No, you should not have to pay for an EE service you never agreed to. Given that BT told you the move to EE was a mistake and you switched to Sky within 5 days, you should not be liable for any charges from EE. It's recommended to formally complain to both BT and EE about the unauthorized move and the subsequent charges, escalating to the Ofcom ombudsman if necessary, according to BT Community forums.

Here's a breakdown of why and what you should do:

Reasons why you shouldn't pay:

Lack of consent:
You were moved to EE without your knowledge or consent, which is a breach of contract and fair trading practices, according to BT community forums.
EE service was short-lived:
You switched to Sky within 5 days of the EE service starting, indicating you never intended to use the EE service.
BT acknowledged the error:
BT's resolutions team recognized the unauthorized move, further supporting your position that you shouldn't be charged.

Steps to take:

1. Document everything:
Keep records of all communications, including dates, times, and the content of conversations with BT and EE.
2. Formally complain to BT and EE:
Clearly state that you were moved without consent and were never properly onboarded with EE. Request that they waive the charges.
3. Escalate to the Ofcom ombudsman if necessary:
If BT and EE fail to resolve the issue, you can escalate your complaint to the Ofcom ombudsman after 8 weeks of unresolved issues or after receiving a deadlock letter, according to BT community forums.
4. Be prepared to provide evidence:
Gather any evidence that supports your claim, such as the date you requested the switch to Sky.

Important Considerations:

Cooling-off period:
If you had a valid cooling-off period with EE, that could also be a factor in your favor.
BT and EE are part of the same company:
While EE and BT are separate brands, they are part of the same company, which should make it easier to resolve the issue.
Switching from BT to EE is a common occurrence:
Many users have reported similar issues with unauthorized moves, so this is not an isolated incident.

Can you please tell EE to STOP sending me letters and texts DEMANDING I pay them another month subscription when I have moved to sky my latest bt bill say I owe nothing and yet despite the above info from google they are demanding over £100 early leave charges and they are demanding another month's subscription when I moved to sky FIVE DAYS LATER

I am trying to recover from a massive brain bleed hemorrhage FFS! I could do without all this!

You MONSTERS!!!!!