EE Broadband and Telephone - 14 day notice period charge

andyuk2005

Hi all,

Not a question, rather a heads up which might help some people.

I recently migrated from EE Phone and Broadband to Sky. I was surprised when EE charged me for service for over a month after I was finished with them (well not really surprised, EE have proven to be utterly terrible in their processes and customer service from the moment I joined!).

They said this is normal procedure, and they will credit back any amount charged to me, from 14 days AFTER I officially switched to Sky.

Sky's activation date was the 8th of Sept, but the official 'migration date' is actually the 12th. Go figure! :huh:

They said they then charge 14 days from the migration date, which is what they consider their notice period. They refer to 9.1 of their t+c (https://ee.co.uk/content/dam/ee-help/e-gain.s3.amazonaws.com/external/content/Ts%20and%20Cs/EE%20Home%20Network%20Terms_V1A_FINAL.pdf)

They say according to their T+Cs, they are entitled to charge for 30 days under section 9.1, but out of the kindness of their own dead cold hearts, they only charge 14 days.

Please note, that when I called EE before I migrated, they said I don't need to give any notice, I was outside my minimum contract and I wouldn't be charged any cancellation fees or anything else!

I had a read through the T+Cs myself, and had to correct a number of agents who I spoke to, all of which apart from 1 seemed to be quite unsure about where they could stand.

I pointed out under section 3.12, that from when the new provider uses the MAC code (or as they don't use MAC codes anymore, when the new provider takes over the line), it states that the agreement is terminated from 10 days after that date, or what is set out in section 9.1 WHICHEVER IS SOONER IN TIME.

The final rep conceded that it should only be 10 days as stated in 3.12, and will be crediting back what I am owed. Part of me thinks that I should push for more seeing as a rep previously told me I don't need to give any notice and I won't be charged for anything after I leave them, I hate paying for stuff I don't use!

Nevertheless, hope this helps other people who may be caught in a similar situation. :j

PS. EE really have proven to be terrible in my experience!! Never again!