Forced switch from BT to EE

[Logiess]

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?

[garybs29]

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?

[imjolly]

@Logiess 

Your information is out of date and BT are not rebranding to EE and BT will continue in residential markets 

[zulu17]

@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.

[Manatarms84]

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.

[Peter_W · Accepted solution]

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

[Logiess]

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.

[Logiess]

Thank you, much appreciated.

[Logiess]

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.

[Logiess]

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