Misleading info from EE Telesales when trying to get a quote.
Hi everyone,
I’m looking for some clarity from anyone who has experience switching or ordering broadband with EE online versus over the phone or if any EE staff is on this sub.
I’m an existing EE mobile customer looking to sign up for the 1.6Gb Full Fibre package via the MoneySavingExpert offer. Since I’m already with EE on mobile, I gave customer service a call to see if they could set this up directly for me, match the deal and understand how it links with my existing mobile contract.
During the call, the adviser made a few claims that sounded incorrect, seemingly to encourage me to order directly through them rather than online and take out more expensive contract:
- Customer Support: I was told EE won't provide customer support for the contract if I buy via an MSE link because it’s treated as a "third-party contract." My understanding was that MSE simply redirects to EE's own site, and service/billing is handled entirely by EE.
- Early Exit Fee Credit: The agent claimed EE won't cover up to £200 in early exit fees from my previous provider if I order through an MSE link, whereas EE's switching policy seems to cover all eligible new broadband sign-ups upon emailing the final bill.
Has anyone else encountered conflicting or misleading information like this from customer service? Is this just a push to prioritise direct commission sales over online deals?
Thanks in advance for any insights!