Forced switched from BT to EE without my consent, what can I do?

logies

I received a series of emails last week, the first of which stated that my direct debit for my broadband only account would be now collected by EE under a new account number and the last of which stated that I hadn’t finished setting up my EE ID.

I never requested nor gave permission for my account to be moved from BT to EE.

I called EE as I’m currently, as I understand it, within their 14 day “cooling off” period. After being moved from pillar to post (and being disconnected by them) I eventually spoke to someone who informed me that yes, I could move back to BT.

However, I would not be able to move back to my original broadband only contract of £22.99 pcm and instead I would be charged £29.99 pcm to which I said no. I tried in vain to explain that I had never requested this transfer from BT to EE, that I had not given permission to be transferred and that this “offer” to transfer me back to BT was not correct as it was not the same price as I was paying before this unauthorised transfer.

The call ended with me saying I had no option but to lodge a complaint. About 4 hours later I received an email saying my complaint had now been closed (I hadn’t even lodged a complaint yet) and that if this was not correct, then I would need to call them back!

(The reason I was able to originally get a reduced broadband only contract of £22.99 in April 2025 was because I also have another residential broadband account for a separate property, which I have had with BT for over 30 years. I was offered this reduced price with BT as an incentive to have the second broadband only account with BT.)

This seems totally underhanded and I’m not sure what I can do. Is it worth me making contact with Ofcom?

I’m wondering how long it will be before I’m force switched from my other BT broadband account. I have no faith in EE, my elderly parent was transferred from BT to EE (having been a BT customer for over 40 years) on the promise of a lower price and they’ve had nothing but problems. In particular regarding their answer machine.

I understand BT are rebranding themselves and they want to move all their residential customers to EE but surely, the way in which this has been done, is wrong?

bazdvd

you wont of had a broadband contract with BT for over 30 years as they only started to offer dialup in 1996 

molerat

If you read the T&Cs you agreed to then you can be moved without your consent and as long as the terms of the new supplier are not disadvantageous there is no cooling off / get out. BT are rationalising their different offers through their different brandings.

logies

Apologies, to make it clear I've had an account with BT for over 30 years  - not specifically broadband.

logies

EE have confirmed to me that there is a cooling off period and I am within that - what they are not prepared to do is move me back to BT on the same terms that I was on. I think that is underhand and manipuative. I have raised this matter with the BT community forum and will lodge a complaint to BT.  

AndyPK

If out of contract;
I think your best bet is to suguest to them, that you will move this house, (and at a later stage the other) to Sky or Vodafone. Look up the latest prices for those. And see if they can match it those prices. 
It will only be a match for 2 years though.

Yeah EE are a pain to deal with