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EE customer demands refund after being 'mis-sold' TV and broadband

Thursday, July 9th 2015 by Ellen Branagh

An EE customer claims he was left nearly £100 out of pocket after being mis-sold a TV and broadband service.

Nathan Reed was offered EE TV and broadband when he went to an EE store to upgrade his mobile phone.

He was told that, if he upgraded, his internet speed would be faster than his existing Sky broadband – 60Mbps instead of 40Mbps – and his TV package would be exactly the same.

Mr Reed, who is from Bristol, agreed to the deal, which he was offered at the Cribbs Causeway store, but later discovered he could only get internet speeds of around 20Mbps – a third of the speed he had been sold, and less than he previously got with Sky.

His TV package was also not the same, and was “basically Freeview”, he told Cable.co.uk.

“I called to ask to cancel as I felt we'd been mis-sold and I was told that it would be passed on to their mis-sold team and I'd get a call back in 10 days.

“I thought that was too long a wait but I understand things work slowly in big business,” he said.

The call never came so Mr Reed contacted EE again and was told the account could be cancelled, but that there would be no offer of a refund as he had received a service, even if it wasn’t what he had been told he would get.

He was also told he would have to go back to the store where he signed up to discuss his complaint about being mis-sold a contract.

'Looking to switch'

“I really don't understand why I'd need to do that if they have a department set up for this specific purpose,” he added.

“What's made it worse is that I've found out from Sky that EE didn't cancel my TV with them, only the phone and internet. So I've been paying both.”

Mr Reed’s account has been closed, but so far he has been unable to get a refund of the £50 direct debit or £36 he had to pay for leaving his Sky contract.

"This has really lowered my opinion of EE as a company," he said.

“My family have their mobile phone contracts with EE and I'll definitely be looking to switch us all when the contracts are due.”

After Cable.co.uk contacted EE, a spokesperson said Mr Reed's £50 direct debit would be refunded, as would the £36 switching fee he had been charged by Sky. EE had already paid £100 towards the cost of buying out Mr Reed's Sky contract as part of an offer it makes to new customers.

In a statement, the company said: "EE TV combines the best of live and recorded programming across home TVs, mobiles and tablets for the first time.

"EE TV uniquely places smartphones and tablets at the heart of the service, transforming them into smart remotes that allow users to explore, watch and control live and recorded programmes, direct from the EE TV Box.

"Mr Reed would have been advised EE TV has over 70 Freeview channels and unique 24 hour replay, plus the flexibility to access additional on-demand channels and catch-up channels, including more than 10,000 TV series and movies as well as Sky’s Now TV service.

"Mr Reed’s account was closed at his request, we’ve waived any outstanding balance as a gesture of goodwill."

New switching rules from Ofcom mean customers no longer need to get a MAC code from their current provider to switch to a new one. But the process for switching TV provider is not changed, so if customers want to change their TV provider they still need to speak to them and place the cancellation in whatever way their terms and conditions say they should.

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