Moved from BT to EE - can I move back?

[Pascalev]

In Nov 2024, as encouraged by BT, I moved to EE. In April 2026, I asked EE shop to remove BT landline number. Completed a contract for £29.99 for broadband only. Continued being charged £44.58 to date. Have asked at EE shop and EE customer services to check and refund difference. Both sides tell me they can't, can only refund to a mobile account - which I don't have.

This suggests that EE is not actually a viable or satisfactory supplier of domestic broadband. BT asking for £30 set up fee to move back and these fora suggest that all private customers are being strongly encouraged to move to EE - as was my experience.

What can I do other than shift broadband provider entirely?

[imjolly]

@Pascalev 

Are you currently an EE customer with a new broadband only contract Which started in April 2026?  If you agreed a new contact at £29.99 and had confirmation then why are you being charged £44.58? Do you still have other extras added to your contract hence increased price?

If your EE contract only started in April I can't see how you can change provider

[Pascalev]

Thank you for your reply

I moved to EE in November 2024. Continued with landline and broadband as per my BT contract.

In November 2025, landline stopped working. I went into EE shop to request removal of landline and was offered a better (faster, full fibre compatible, cheaper) deal which I accepted.

Landline number/pay per call removed.

£44.58 continues to be taken from my account and broadband speed has not improved.

I have the new contract from April 2026. Simply asking for change to take place and refund of over payment taken from my account. 

Shop and customer relations agree this is reasonable but say they can only refund to an EE mobile account. Which I don't have.

If EE can only offer comprehensive service to mobile account holders then it is not equivalent to a BT account. 

Can I transfer back to BT without penalty or set up fee. I didn't want to change. I was advised to by BT

[licquorice]

I'm confused, the difference between broadband only and broadband with PAYG telephony is only £3 or at the most £5

[Pascalev]

Yes that is correct.

I was on a essentials fibre 67contract plus £2.80 pay per call and transferred to a Full fibre 74 core on 7 April 2026 but the change didn't happen. The landline number was removed but the speed didn't increase and the cost didn't reduce

I have continued to be charged £44.58 from May 2026 to date.

[conrad]

Have you posted anything on the EE community forum.

When I was migrated to EE earlier this year I had problems with getting the billing sorted out but it was done eventually by EE - I was on  broadband plus unlimited calls. There was no mention at all about any EE mobile account so you seem to have been mislead about that but there have been quirks when getting an EE shop changing things. 

If you have an email or contract confirming what was to be supplied at the costs quoted then EE have to comply with this so you need to post on the EE forum to get pointers but you may still have to EE again and not go through the shop.