EE Home Broadband - account ceased
Discussion
Our home broadband was with EE, via a BT line, until last Thursday when it stopped working, and I then got a text saying our account was "ceased". Today I received a letter dated last Monday about the "transfer of your service". When I spoke to them last Thursday the guy I spoke to said the account could only be taken over by BT. I spoke to BT who say they haven't taken over the line, and have an account for me/my address, but no services, which I suspect is because I am registered for updates on FTTP.
EE are being useless, and cannot tell us why this has happened, they say they cannot reinstate our service to how it was before (we can only start again with a new contract) and are requesting payment for early termination of the contract (only £45 even though 5months left at £27/month).
Has anyone else had similar?
EE are being useless, and cannot tell us why this has happened, they say they cannot reinstate our service to how it was before (we can only start again with a new contract) and are requesting payment for early termination of the contract (only £45 even though 5months left at £27/month).
Has anyone else had similar?
HughG said:
Interesting, thank you. I'll wait and see who we get a bill from in due course then...
It's odd that we didn't get any correspondence from EE until after it had happened.
You should have got a letter from old and new supplier with a bit of cooling off time. If you haven’t agreed something with a new supplier you need to go complain unfortunately. It's odd that we didn't get any correspondence from EE until after it had happened.
I had something similar this summer... not quite the same, but similar.
Background - I've been with Plusnet for 15 years. I moved into a house in 2007 which had pitiful ADSL - the exchange was in a neighbouring town, and so we got <2Mbps.
Roll forward to when FTTC started rollout, and we were one of the first, so upgraded to that, moving the "exchange" from the town to the roadside box made a massive difference and bumped us up to 80/20 easily.
Plusnet then offered to do an FTTPoD trial, which took 2 years for them to implement. That moved the line to FTTP. All good.
So what happened this summer, I cancelled the BT phone line through BT. Since we'd moved to FTTP it literally wasn't used, not physically connected, and no used to make calls.
Somehow that got fed from BT back to Plusnet (Yes, I know, the same company). Plusnet then immediately trigged cancellation of my service. When I spoke to them, there was nothing they could do, their system didn't allow an FTTP line without a phone line, they don't offer FTTP anyway, so tough luck. They suggested I call BT, as they were sure they could help.
In the end I didn't, I moved to Zen, and the switchover occurred overnight, so no real downtime.
Sorry, long story, but similar cancellation.
Background - I've been with Plusnet for 15 years. I moved into a house in 2007 which had pitiful ADSL - the exchange was in a neighbouring town, and so we got <2Mbps.
Roll forward to when FTTC started rollout, and we were one of the first, so upgraded to that, moving the "exchange" from the town to the roadside box made a massive difference and bumped us up to 80/20 easily.
Plusnet then offered to do an FTTPoD trial, which took 2 years for them to implement. That moved the line to FTTP. All good.
So what happened this summer, I cancelled the BT phone line through BT. Since we'd moved to FTTP it literally wasn't used, not physically connected, and no used to make calls.
Somehow that got fed from BT back to Plusnet (Yes, I know, the same company). Plusnet then immediately trigged cancellation of my service. When I spoke to them, there was nothing they could do, their system didn't allow an FTTP line without a phone line, they don't offer FTTP anyway, so tough luck. They suggested I call BT, as they were sure they could help.
In the end I didn't, I moved to Zen, and the switchover occurred overnight, so no real downtime.
Sorry, long story, but similar cancellation.
Edited by phil4 on Tuesday 12th October 10:12
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