Letter from EE saying line transfer to new provider but I'm moving line rental to EE

9rl0f

Hello everyone,

I currently have normal dsl with EE and line rental with BT. 12 days ago I got a new package for £10 fibre and line rental (both with EE). The issue was that the person doing the upgrade supposedly opened a new account instead of doing it in my current account so I got a call a couple of days later with someone at EE explaining the error and saying that they've corrected it.

I used to get updates on the new e-mail that I used when getting the fibre deal but when the bright box was sent it came to the e-mail address that the current broadband is on.

On the Tuesday I received a letter from EE saying:

Re: A request to change your broadband and phone.

We've just received a request to transfer your home phone service, **my landline number**, to a new provider. You will incur a £0 cancellation fee which may include an early termination charge if you are leaving before the end of your contract with us.

Later it says:
If you are not transferring your service you must give us a call immediately........If we don't hear from you straight away, we'll arrange to transfer the service on 2016-02-26.

I don't understand what's happening. How can I transfer my home phone service when it's only now that I'm bringing my line rental to EE. Is this a consequence of the mistake that was initially made by opening a new account?

I sent them a message on the same day and I'm awaiting their reply but I got an e-mail yesterday saying that my bright box has been sent even though I already received one. Today it was delivered.

When I got the first box the update came on the e-mail of my current broadband plan but the one I got yesterday is from the email that I gave when I got the upgrade (the one where supposedly a new account was made).

Not really sure if I should call or let it be I would call it's just that due to the hours I work and the small breaks I get it's very difficult for me to call and spend all that time going through the automated process and then be put on hold (which is why I sent a message).

Some advice would be really appreciated.
Thanks for reading.

AndyPK

I think EE assume you have phone with them already as they force u down that path.

Having a new account may mean you pay for 1 month twice.

However you may be getting a new customer deal which is good especially if you haven't got time to haggle.

9rl0f

Thanks for the reply.

If I do get charged twice, I can get the money back right?

pappa_golf

9rl0f wrote: »

Thanks for the reply.

If I do get charged twice, I can get the money back right?

if you get the "new customer" discount , will you hand that back?

9rl0f

What should I do with the second bright box that came yesterday?

AndyPK

Just keep hold of it.

If they haven't realized after 6 months sell it on ebay. Useless things.

9rl0f

When you say useless, do you mean that they're not very good?

I'll be using it for two wired and one wireless connection.

AndyPK

I didn't find it very good.

Poor wifi in a big house
Pages not loading fully.

I'm sure I must be alone though.
I'm sure you could use your old one one you changed the account login