If you took out a contract with EE or Plusnet in the last few years, you might have received a welcome surprise in your account recently.
An Ofcom investigation, which began in 2023, revealed that customers of the two BT subsidiaries weren’t provided with important documents when they signed up for services.
After the ruling showed BT broke ‘consumer protection rules designed to ensure telecoms customers get clear, comparable information,’ the company was ordered to issue compensation to those affected and slapped with a £2.8 million fine.
And now, the telecoms regulator has shared an update claiming the total amount refunded comes to more than £18 million.
How many EE and Plusnet customers were affected?
The Ofcom investigation initially found that EE and Plusnet made more than 1.3 million sales without providing customers with adequate information, with evidence indicating that at least 1.1 million customers were affected.
Ofcom states that BT made efforts to contact the majority of those affected when it learned of the issue, explaining the situation and offering to provide them with the missed information or cancel their contract without charge.
However, some had already left the company before their contract was due to expire so had been charged an unwarranted early exit fee — and it’s these customers the regulator said should be refunded.
BT was also required to modify its sales process to ensure compliance.
A BT spokesperson told Metro: ‘We’re sorry that Pre-Contract information and Contract Summary documents were not available to some of our customers in a timely manner.
‘We have taken steps to proactively contact affected customers and refund them if they had subsequently paid any early termination charges.
‘We take compliance seriously at BT and have worked closely with Ofcom to implement all remedial actions.’
Who qualified for BT compensation?
If you were an EE or Plusnet customer after June 17, 2022, and faced an early exit fee from your contract, you could potentially have been owed a refund.
In its confirmation decision back in May 2024, Ofcom stated: ‘BT failed to give this information to some customers purchasing services through its EE digital website/app and retail stores, Plusnet website and contact centre and other consumer and business sales channels.
‘The contraventions began on June 17, 2022, when the new rules came into force, and in most instances lasted up to five months’.
However, the regulator also made clear that the breaches were ongoing at the time ‘in respect of certain sales’.
While Ofcom’s latest update states ‘all remedial actions have now been completed’, if you believe you may have been affected and have not received adequate compensation, you’re advised to contact your service provider directly.
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