14 day charge for leaving EE

matty2767

Hi guys

I wondered if you could tell me if what I have been told is correct please?

I took advantage of the BT infinity mse offer in Feb and was switched last Friday. All ok, no problems.

I did get a call from EE during the time when I placed the order with BT and the switch to see if they could get me to stay and i sperately called them because I didnt receive the sorry I was leaving letter. During that call the operator said everything was in hand.

Today I rang EE to ask what happens next with my final bill and was told that BT only formally told them I had switched yesterday (4 days after the switch) and they charge 14 days from the day of notice. This is on their website and I might not be able to argue but there was ample time for the notice to have happened before I switched. I effectively have to pay 18 days to EE for nothing.

Is this normal? Can I claim it back from BT. I was completely out of contract, have been with EE for years.

Thank you

Matt

matty2767

I managed to get through bt on the web chat and they have refunded me. So all sorted.

macman

You weren't out of contract, you were out of minimum term. A notice period is still required after that date, usually 30 days, but your contract's T&C's would specify.

MBP

Hi Matty,

I'm having the same problem as you, while switching from EE to Sky. Glad you got it sorted out.

When I called EE, they said the 14-day clause was in the T&Cs. But I've looked and can't find any mention of it! It is instead stated on an EE webpage.

The relevant stuff in the terms is, as Macman says, all about a 30-day notice period. But I find the wording of it confusing, and it doesn't mention 14 days at all.

What I really object to about EE's approach is that they do not provide their service during the final 14 days for which you are charged. I feel that this should contravene some rules, but haven't been able to find out whether it does. I contacted Ofcom, who have taken my complaint on board, but they will only look at it in the context of other complaints and not as an individual case.

Does anyone know whether EE are entitled to charge customers after they have stopped providing the service?

Pincher

Don't be too fixated on the little things.


If you are getting £100 cashback, plus a discount on the monthly rate, what does it matter that you have to pay £30 Cessation Fee, or other little bits and pieces?


Switching is quite a hassle, having to stay in for the engineer's visit and wait for the courier to deliver the new modem. And then the endless phone calls because the switch failed. I wouldn't bother if it was just £30 better off over the course of a year.


It's the overall gain for the switch that matters.

MBP

Maybe I am a bit fixated :-) I'm afraid these little injustices do rile me, even when the cost is small.

When I called EE again, I found that they hadn't yet started the 14-day notice period, although they couldn't say why. It's that sort of poor customer service that gets to me, rather than the money.

Thank you for your perspective, Pincher. You are quite right that I am getting a good deal on the switch overall.