BT to EE - remaining month charges?

[Camley7]

Last night I called BT to upgrade my Fibre 2 package to Fibre 900, which in the process moved me across to an EE account. But today I got a text from BT saying there are still months totalling £175 to run and that I’ll be billed for those when the switch happens. The text starts “We’re sorry to hear you want to leave us” too, but I’m not leaving, I’m upgrading. What’s going on? I phoned the customer service line but they just took a note of ‘my complaint’ and I don’t have a lot of confidence that I won’t be billed. 

[Keith_Beddoe]

You are leaving BT and joining EE, they are separate companies within the BT Group, however I think there may be some special arrangements regarding the transfer.

https://www.bt.com/about/bt/our-brands

There is an incentive for customer services to move you to EE, but its not compulsory.

[Camley7]

Fair enough but

1) I never asked to leave BT and join EE, I asked to upgrade from Fibre 2 to Fibre 900 and this is what they’ve sold me;

2) no one ever mentioned in the process that I’d be expected to pay my remaining months to upgrade/switch;

3) an upgrade / switch which they’ve been heavily promoting and

4) had they told me this I obviously wouldn’t have proceeded - indeed, if they suggest that they will be proceeding with charging me I will simply cancel the planned upgrade / switch, losing them additional money per month. 

It’s incredibly short-sighted and terrible customer service to play around with a technicality that ‘well, actually, it’s two companies within the group’ - BT broadband as a company is phasing out to be replaced by EE is my understanding, so this is just nonsense and in my eyes either an oversight, or a cheap sting. 

[licquorice]

There are no early termination fees when moving from BT to EE.

[Camley7]

That’s what I’d have thought, so why have I been sent this message? 

 

[zulu17]

I believe the expectation is that is if the correct order process is followed by EE  you will not incur the charges from BT for the move to EE broadband. 
Will alert moderation team to this thread.

[Katie_B]

Hello @Camley7. 

Thanks for sharing the text you have received. 

I'd recommend giving us another call to ensure your transfer has been processed correctly. 

We have no account access here on the community, however, our customer care team will be more than happy to look into this for you. 

Our complaints process can be found by visiting this page.

Katie

[zulu17]

@Camley7  As an aside I notice on EE website today this being promoted . So even if  EE don't sort out your migration from BT without the BT exit charges it would appear there is a route for them to refund up to £300 .

Why switch to EE?

Get up to £300 back

Not only is switching easy, but if you leave your existing provider early, we’ll give you up to £300 towards any leaving charge

How to claim the EE Switch Offer

We’ve made your switch to EE as easy as possible. If you have fees for leaving your old provider we’ll credit you back up to £300 to help with the cost.

Once you've ordered and activated EE Broadband, email the final bill from your old supplier to switch-team@ee.co.uk, along with your EE order number.

For your claim to be successful, your final bill should clearly show the itemised leaving fees.

Once we’ve received your bill and validated the leaving fees, we'll apply this to your next EE bill. You’ll get an email to let you know if your claim has been successful.

[marco806]

One would think bt/ee would be able to set up a computer system with an override when someone "moves" from bt to ee to ensure this generic email about early termination is not issued.

The ineptitude is mind boggling. Never mind the stress caused to folk.