I recently moved house
I recently moved house. I had Plusnet broadband at my old address, but when i asked to transfer the service it couldn't be provided at the new address. So, they said to use a mobile sim router, and if i took an EE sim contract there would be no cancellation charge. Perfect, so that's what i did. I told Plusnet that i wanted the contract to start from the move date, 4/10/25. EE then started charging me for the sim from 11/09/25, the date of the phone call with Plusnet. So, i can't go back to Plusnet for a refund as it's EE that have billed me, and EE say they haven't caused the problem so it's nothing to do with them. How convenient when it's EE who are going to receive the extra cash! What a scam, well done to whoever came up with this way to overcharge customers whilst denying any responsibility. By the way, EE and Plusnet are sister companies, connected.
*** I did speak to ee, no help despite the fact that you could see that i didn't use the sim until 4/10/25. I also spoke to ee immediately after i spoke to Plusnet, "no problem" you said "we have a connection with Plusnet" ... yet now it's "well, they're actually a separate company" ... ee took my money, ee should give it back.. ***
Reply from EE
Hi Neil,
It's disappointing to read you've had an experience that's left you feeling this way, and I can understand your frustration regarding what's happened.
We'll always strive to make sure you get the right help and support for anything you get in touch about, and you give us a call on 150 from an EE mobile, or 07953 966 150 from any other phone, to speak with one of our guides for help, including raising a complaint about the experience you had.
If your initial call was with your previous network Plusnet who discussed the move over to EE and any cancellation charges, you would need to speak with them regarding what was said on that call specifically, as that would be a dedicated call with them, to which they should have the record of.
Thanks,
Craig