Got the wrong bill from BT or EE? Here is how to fix it.
This guide explains how BT and EE work together under one parent company, the most common billing problems, the Automatic Compensation Scheme that BT helped pioneer in 2019, the new mid-contract price rise rules from January 2025, and how to send BT or EE a proper complaint letter by Royal Mail.
About EE Limited / BT
BT is the oldest telecoms company in the UK. Its history goes all the way back to 1846, when the Electric Telegraph Company was set up to run the world's first commercial telegraph network. The UK government took over the network in 1912 through the General Post Office. In 1981, the telecoms part of the Post Office became British Telecom. In 1984, Margaret Thatcher's government privatised the company. Today, BT Group plc is one of the 100 biggest UK listed companies (FTSE 100). Its head office is at One Braham in East London. The current CEO is Allison Kirkby.
BT is now the parent company of two big consumer brands: BT and EE. BT covers broadband, landlines and BT TV. EE covers mobile phones (and is increasingly used for broadband too). The two brands run on the same company-wide systems but have different shops, websites and customer service teams. EE started life as "Everything Everywhere" in 2010 when Orange UK and T-Mobile UK merged. The brand was renamed "EE" in 2012. BT bought EE in 2016 for £12.5 billion. The CMA (Competition and Markets Authority) gave final approval on 15 January 2016.
Together, BT and EE serve around 18 million UK consumer customers, with about 560 EE shops on UK high streets. BT Group also owns Plusnet (a smaller-priced broadband brand) and Openreach (the company that runs the actual cables and exchanges into your home). Openreach is technically separate from BT for regulatory reasons. So when "your broadband" stops working, the fault is often with Openreach (the network), not BT or EE (your retail provider). This is important because BT/EE sometimes blame Openreach for delays — but YOU still claim compensation from BT or EE because that is who you have a contract with.
Registered office
EE Limited / BT1 Braham Street
London
E1 8EE
United Kingdom
Companies House number: 02382161 (EE Limited) / 04190816 (BT Group plc) · Incorporated: EE Limited incorporated 10 May 1989 · Parent: BT Group plc (LSE ticker BT.A, FTSE 100) · Regulator: Ofcom (Office of Communications) · Ombudsman scheme: Communications Ombudsman (NOT CISAS)
Group structure
BT Group plc (parent)
UK-listed holding company on the London Stock Exchange (ticker: BT.A), FTSE 100 member. Revenue £20.4 billion in the 2025 financial year. 91,500 employees worldwide. Major shareholders: Bharti Enterprises (Indian conglomerate, 24.5%), Deutsche Telekom (German telecoms giant, 12%), Carlos Slim (Mexican billionaire, 3.2%). Headquartered at One Braham, East London.
LSE ticker BT.A. FTSE 100 member.British Telecommunications plc (the BT consumer brand)
Operating company running the BT brand. If bills come from "BT" for broadband, landline, BT TV or BT Mobile, this is the contracting entity. Has existed since 1981 (separated from the Post Office), privatised 1984.
Ofcom-licensed. The BT brand.EE Limited (the EE consumer brand)
Operating company running the EE brand. If bills come from "EE" for mobile, mobile broadband or EE-branded home broadband, this is the contracting entity. Companies House number 02382161. Incorporated 10 May 1989. Same registered office as BT Group: 1 Braham Street, London E1 8EE.
Companies House 02382161. The EE brand.Openreach (the network division)
Runs the physical network: cables, telephone exchanges and street boxes connecting homes to the internet. Under Ofcom rules, Openreach is legally separate from BT and EE even though BT Group still owns it. Other broadband providers (Sky, TalkTalk, Vodafone, Zen Internet) also use Openreach's network. When a broadband line breaks, the engineer is usually from Openreach, not BT. But for billing and compensation, BT or EE (whoever the customer signed up with) is who the complaint goes to.
Common reasons your EE Limited / BT bill might be wrong
- 1Mid-contract price rise is too high or wasn't told upfront. Since 17 January 2025, all new BT and EE contracts must state any price rises in pounds and pence (not CPI+X percentages). If a bill went up by more than the amount in contract documents, or no rise was communicated, that may be wrong. Pre-2025 contracts can still use the old CPI+3.9% formula.
- 2You did not get Automatic Compensation when you should have. If broadband or landline was completely off for two full working days, a missed engineer appointment happened, or a new service did not start on time, BT and EE must pay compensation automatically. If they did not, it can be claimed back.
- 3An early termination charge is too high or unjustified. BT and EE sometimes charge big "early exit fees" when a customer cancels. If they raised the price mid-contract by more than the amount stated in the contract, the customer should be able to leave penalty-free under Ofcom rules.
- 4A package you cancelled is still being charged. Cancelled BT TV, Sky Sports add-ons, BT Sport, mobile insurance, or any other add-on should stop appearing on the bill from the next billing cycle (or the agreed end date). Watch out for "auto-renewing" add-ons that reset every year.
- 5Roaming charges that should not be there. Since June 2017 the EU's "roam like at home" rule was kept voluntarily by UK and EU operators, but in 2021–2022 most UK mobile networks (including EE) reintroduced roaming charges. Charges should match what the contract actually says.
- 6A previous account holder's bill came to you. If you moved into a new property and BT or EE is chasing for a bill predating the tenancy or ownership, that is NOT your debt. Demand the charges be removed.
The energy billing rules that protect you
| Rule | What it means | Source |
|---|---|---|
| Automatic Compensation Scheme | If your broadband or landline goes down, the operator pays you a daily amount automatically (currently around £9.76 a day for total loss, going up each April). | Ofcom General Condition C3, in force since 1 April 2019. |
| Right to switch with no penalty | If your provider raises your price in your contract by more than the agreed rate, you can leave for free. | Ofcom General Conditions. |
| 12-month bill query rule | Telecoms providers cannot rely on bills more than 12 months old for arrears claims in most cases. | Limitation Act 1980 s.5, plus Ofcom guidance. |
Your Automatic Compensation rights with BT or EE
The Automatic Compensation Scheme is Ofcom's voluntary code that lets you get money back automatically when your broadband or landline goes wrong. BT signed up to the scheme on the day it launched in 2019. EE joined later. The scheme is now part of how most major UK broadband providers operate. The three things that trigger compensation are: (1) total loss of service that is not fixed after two full working days, (2) a missed engineer appointment, and (3) your new service not starting on the agreed date.
The scheme is "automatic" — meaning BT or EE should add the compensation to your account WITHOUT YOU ASKING. The compensation should appear on your account within 30 days of the problem being fixed or the missed appointment. The amounts go up each year in line with inflation. As of April 2026, typical amounts are about £6 to £9 a day for delayed repair, about £6 to £9 a day for delayed activation, and around £30 to £35 for a missed appointment. Always check the current Ofcom rates on the Ofcom website for the exact figure.
What this means for you: if you had a fault, missed appointment or delayed activation and BT or EE did NOT automatically pay you, write a letter quoting the Automatic Compensation Scheme. Give the specific dates and reference numbers. Ask why automatic compensation was not applied. If they refuse, escalate to the Communications Ombudsman after 8 weeks.
Your rights
Ofcom Automatic Compensation Scheme
Voluntary industry code launched 2019; BT was an original signatory. Covers total loss of service after 2 working days, missed engineer appointments, and delayed activations. BT and EE should pay automatically within 30 days. If they fail to pay automatically, it can be claimed back.
Ofcom General Conditions C3 (transparent prices)
Requires telecoms companies to be clear about prices and charges. Since 17 January 2025, any mid-contract price rise must be stated in pounds and pence (not CPI+X) in new contracts. BT was the FIRST provider to switch to this system (April 2024, ahead of the deadline). If a contract signed after April 2024 saw a price rise exceeding what was stated, there is grounds for a complaint.
Ofcom General Conditions on contract changes
If BT or EE makes a change disadvantageous to the customer (e.g. a price rise above the agreed amount), they must give at least 30 days' advance notice. The customer then has the right to leave without any early exit fees, even if one would normally apply.
Communications Act 2003
The primary UK law giving Ofcom its powers to regulate telecoms. Sets the framework for licensing, consumer protection, complaints handling, and automatic compensation. BT and EE are licensed under this Act and must comply with Ofcom's General Conditions made under it.
Consumer Rights Act 2015, sections 49 and 51
General consumer law applying to all UK services including telecoms. Section 49: services must be performed with reasonable care and skill. Section 51: the price must be reasonable if not agreed in advance. If BT or EE charges for something not properly delivered, this Act applies.
How long do you have to challenge a bill?
The Limitation Act 1980 gives 6 years to bring a court claim about a contract dispute in England, Wales and Northern Ireland (5 years in Scotland). The Communications Ombudsman has its own time limits: complain to BT or EE within 12 months of the issue, then escalate to the Ombudsman within 9 months of the final response. Act sooner rather than later.
Common EE Limited / BT situations
Your broadband was down for days and you got no compensation
Under the Automatic Compensation Scheme, BT and EE should pay automatically for any total loss of service lasting more than 2 full working days. Write a letter giving the specific dates the service was down, the fault reference number, and when it was restored. Ask for automatic compensation to be applied retrospectively. If BT/EE refuses, escalate to the Communications Ombudsman after 8 weeks.
An engineer missed an appointment and you were not paid
A missed engineer appointment (didn't turn up at all, or arrived more than 24 hours late) triggers automatic compensation of around £30–35 (Ofcom-set, updated annually). If not applied automatically, write a letter with the appointment reference number, date and time. Demand the credit.
Your mid-contract price rise was too high
For contracts signed after 17 January 2025, the rise must match the pounds-and-pence figure stated in the contract documents. For contracts signed before April 2024 (BT) or 17 January 2025 (other providers), the old CPI+3.9% formula still applies and must match the ONS CPI rate for January each year plus the contract margin.
Your price went up but you were not given 30 days notice
Ofcom rules require BT and EE to notify at least 30 days BEFORE any disadvantageous price rise. Without proper notice, the customer has the right to leave penalty-free. If an early exit fee was charged, write demanding it be waived because of the breached notice rule.
You cancelled a package but it is still on the bill
Cancelled BT TV, EE add-ons, mobile insurance, BT Sport or any extra should stop appearing on the bill from the end of the agreed period. Write a letter quoting the cancellation date and reference number and demand a refund.
You are being charged after you moved house
If you moved out and properly cancelled (giving 30 days notice through BT or EE's official cancellation process), only charges up to the end of the notice period are owed. If being chased for services after the move-out date and notice period, that is wrong. Write with move-out date, notice given, and forwarding address.
BT or EE is ignoring your complaint
After 8 weeks of unresolved complaint or receipt of a final "deadlock" letter, take the case to the Communications Ombudsman free of charge. The Ombudsman can award up to £10,000; decisions are binding on the provider. Most awards are in the £50–£500 range plus the underlying refund or correction.
Send your EE Limited / BT complaint by Royal Mail
PostRight writes your formal complaint letter for you. Answer a few simple questions. Check the letter. Pay. We print it and post it by Royal Mail the next working day. A real letter creates a clear paper trail that matters for back-billing claims and Energy Ombudsman escalation.
- ✓Cites the Automatic Compensation Scheme where outages or missed appointments apply
- ✓References the January 2025 Ofcom mid-contract price rules where price disputes apply
- ✓Quotes the Consumer Rights Act 2015 where service was not properly carried out
- ✓States exactly what you want BT or EE to do (refund, automatic compensation, contract correction)
- ✓Gives BT or EE a clear 14-day deadline to reply
- ✓Printed on quality paper and posted by Royal Mail. From £2.79.
Frequently asked questions
What is the Automatic Compensation Scheme and how do I claim?
Ofcom's voluntary code (launched 2019), BT an original signatory. Pays automatically if: (1) service completely down for more than 2 full working days, (2) an engineer misses a booked appointment, or (3) new service does not start on the agreed date. BT and EE should pay without being asked, within 30 days. If not, write a letter with specific dates and reference numbers demanding the credit retrospectively.
Is BT a member of CISAS or the Communications Ombudsman?
BT, EE and Plusnet are all members of the Communications Ombudsman (formerly Ombudsman Services: Communications). They are NOT in CISAS. CISAS covers Sky, Virgin Media, Vodafone and TalkTalk. The Communications Ombudsman can award up to £10,000.
My contract is from before January 2025. Can BT still raise my price by CPI+3.9%?
Yes. Ofcom's January 2025 rule change applies only to new contracts signed from 17 January 2025 onwards. Older contracts can still use CPI+3.9% (or whatever was agreed). Re-contracting moves onto the new pounds-and-pence system. BT was the first provider to move to pounds-and-pence, in April 2024.
BT says the fault was Openreach's responsibility. Does that affect my compensation?
No. The contract is with BT or EE, not Openreach. Even if the engineer is from Openreach, BT or EE is still responsible for restoring service and paying Automatic Compensation. BT can sort out any internal recovery from Openreach — that is not the customer's concern.
What if my BT or EE bill is suddenly higher and I do not know why?
Three common causes: (1) A package that was free during a trial has now started charging. (2) A mid-contract price rise has just kicked in. (3) An add-on thought cancelled is still active. Check the latest bill in detail via BT/EE online portals. If something is wrong, write a letter with the specific charge, the date it appeared, and demand a refund.
BT is charging me an early exit fee. Can I avoid it?
Maybe. If BT raised the price mid-contract by more than the amount in the contract documents, OR made any other disadvantageous change without 30 days' notice, the customer has the right to leave penalty-free under Ofcom General Conditions. If an exit fee was charged anyway, write quoting the contract change and Ofcom's rules and demand the fee be waived.
I am with BT but Openreach engineers keep missing appointments. Who do I claim from?
From BT, not Openreach. The contract is with BT. Automatic Compensation for missed appointments comes from BT, even though the missed engineer was from Openreach. BT can chase Openreach internally.
How long do I have to make a complaint?
Communications Ombudsman rules: complain to BT or EE within 12 months of the issue, then escalate to the Ombudsman within 9 months of the final response (or 9 months after waiting 8 weeks without a proper response). The 6-year court deadline applies under the Limitation Act 1980 if going to court instead. Act sooner rather than later.
Free help and what to do next
Communications Ombudsman
Free, binding dispute resolution for BT, EE and Plusnet customers. After 8 weeks of unresolved complaint or a final deadlock letter, take your case here. Maximum award £10,000. Decisions are binding on BT/EE but not on the customer. Helpline: 0330 440 1614.
Visit website →Ofcom (the regulator)
The UK telecoms regulator. Does not handle individual complaints (that is the Ombudsman's job) but enforces the rules. Worth reporting persistent bad behaviour to add to BT/EE's compliance record.
Visit website →Citizens Advice Consumer Helpline
Free advice on telecoms bills, contracts, switching and consumer rights. Helpline: 0808 223 1133.
Visit website →Money Claim Online (MCOL)
The online court service for England and Wales. Use this if BT or EE refuses to follow a Communications Ombudsman decision, or to sue directly. 6 years from the date of the disputed bill to sue (5 years in Scotland).
Visit website →Ready to challenge your EE Limited / BT bill?
PostRight prints and posts your formal complaint letter by Royal Mail. From £2.79. Add Tracked 24 for £9.99 if you want proof of delivery. A posted letter cited under SLC 21BA is the strongest opening move for any back-billing case.
Send a EE Limited / BT letter from £2.79From £2.79 · Printed and posted by Royal Mail · Dispatched within one business day