EE and Plusnet Customers To Get Refund From BT


After an Ofcom investigation that found BT didn’t give clear and simple information to customers who signed up to deal with its subsidiaries EE and Plusnet, BT has been told it must refund early exit fees and let existing affected customers walk away penalty-free. 

What Happened? 

Under new consumer protection rules, known as ‘General Conditions’ (GCs), that came into force in June 2022, phone and broadband companies, of which BT is both, must give consumers and small businesses the details of a contract, as well as a summary of its key terms, before they sign up. These details must include the price, the length of the contract, the speed of the service, and any early exit fees. 

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