Switching from EE to BT

[RedRuth1963]

Hi,

I was persuaded to swap my broadband provider from EE to BT despite not being out of contract with EE, I was told I wouldn't be charged because BT own EE and all customers are encouraged to swap. I went ahead on June the 14th and everything went smoothly until I noticed an upcoming bill for £135 on my EE account for cancelling early.

I cancelled my direct debit and phoned EE, they assured me it was a mistake and not to worry. 3 threatening letters and 3 phone calls later it's still not resolved. The final EE operator told me to email the bill to btswitchsteam@bt.com and they would sort it out. I've done this but heard nothing.

I'm getting quite concerned now, EE are threatening me with debt collectors.

[Oxonian]

@RedRuth1963 

Do you have a question then ? 

[RedRuth1963]

Yes, what should I do and can you help me?

[garybs29]

I'd say complain to EE, they initiated this switch but are now trying to pass the buck when it comes to charges which ultimately they'd be responsible for & it'll be down to them to resolve

The fact they told you to email the switching team is laughable as 1) you weren't invited to use the switching process & ") from what I remember they don't pay charges from moving from EE as they're the same company

[RedRuth1963]

I've been complaining to EE since I got the bill! They say it's up to BT to sort out.

When my mother had a problem with her Virgin service I posted on the help forums and an operator sorted out the whole issue, I assume he/she was an employee. I'm guessing from the tone of the replies that isn't the case here?

[RedRuth1963 · Accepted solution]

So, I've sorted the problem out now. BT are responsible for paying the outstanding bill for cancelling early, it's part of the drive to get people to move from ee to BT. 

I had to send my bill with my order reference number to btswitchteam@bt.com and they have now confirmed they're paying the bill.

I managed to get this information by using the BT chat service. They were a lot more helpful and knowledgeable than anyone here, so far. Of course it would have saved a lot of time if someone had told me all this in the first place. 

[imjolly]

@RedRuth1963 

this is a customer help customer community forum and your post does not go to BT.  everyone here apart from forum mods is a customer just like you giving up time freely to help other customers with their problem

[RedRuth1963]

@imjolly   The replies I've had have been either rude or totally wrong.