Still getting bills from BT after switching to EE

Santa365 — Thu, 30 Oct 2025 10:46:05 GMT

Hello,

We've had Broadband, Calls and TV with BT for the last couple of years.

On 20th August I called to switch to EE with about a month left on the contract. Since new customers got a better price, we set up a new EE account on the phone and BT assured us the old one would be cancelled.

The switch went fine, with the "someone wants to take over your line" emails and notice of a small early termination fee, and the EE account started on 4th September.

However it turned out only the TV was cancelled.

On 15th September I called BT to let them know we were still being billed for the broadband+phone, even though it was cancelled. They checked with the engineering side and the switch had definitely gone though. They apologised and said the cancellation had now been put in and the extra weeks would be refunded in a final bill. I even got another email ("What's stopping") saying it would be cancelled on the 15th (same day) and another saying I should send the kit back.

Yet the bills are still coming, another bill this week, for broadband+phone which isn't even being provided. Is anyone on here able to help sort this please?

Re: Still getting bills from BT after switching to EE

imjolly — Thu, 30 Oct 2025 11:31:19 GMT

try contacting the billing team using message now and they should be able to help you

https://www.bt.com/help/contact-bt/account-and-billing/broadband

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Still getting bills from BT after switching to EE

Re: Still getting bills from BT after switching to EE