topic Re: Cancelling mobile broadband contract in Mobile Broadband

Cancelling mobile broadband contract

singdrumdance — Mon, 18 Jul 2022 21:55:20 GMT

I got a rolling monthly contract as it was only needed for a few months.

I was told in the EE shop I could cancel it on "MyEE" section of the website. I've been round and round and I can't work out how to do it!

I have to cancel it tonight, I can't make phonecalls, please help! Cheers.

Re: Cancelling mobile broadband contract

XRaySpeX — Mon, 18 Jul 2022 22:06:01 GMT

It is not possible to cancel online. You need to phone CS and give 30 days notice of cancellation of your contract.

Re: Cancelling mobile broadband contract

singdrumdance — Mon, 18 Jul 2022 22:12:17 GMT

I can't make phonecalls due to disability and they knew this when I bought the contract. It'll be days and days until I can get someone to help me phone, and I'm here now, wanting to cancel it 😞 They promised I could do it online.

Re: Cancelling mobile broadband contract

XRaySpeX — Mon, 18 Jul 2022 22:21:56 GMT

Empty promises 😞 !

You may also cancel in writing by giving your notice of cancellation at:

EE Customer Services
6 Camberwell Way
Sunderland
Tyne and Wear
SR3 3XN
United Kingdom

Include your name, address, EE account number and/or EE mobile number.

Your 30-days notice will be taken from when they receive your letter.

Re: Cancelling mobile broadband contract

singdrumdance — Mon, 18 Jul 2022 22:24:47 GMT

Thank you. But the chances of a mobile company that's already lied to me about this, honouring the date they received a letter, are too slim for me to contemplate.

I've booked an appointment to go into a shop and will demand they sort it out there and then.

It shouldn't be this difficult!

Thank you for your suggestions.

Re: Cancelling mobile broadband contract

singdrumdance — Mon, 18 Jul 2022 22:25:35 GMT

Also, I have no idea what the mobile number is, so a letter wouldn't work.

Re: Cancelling mobile broadband contract

XRaySpeX — Mon, 18 Jul 2022 22:30:05 GMT

Don't you have it registered under your MyEE?

Re: Cancelling mobile broadband contract

singdrumdance — Mon, 18 Jul 2022 22:41:04 GMT

Yes, although it's under mobile rather than broadband. But I can't find where to see the number.

Re: Cancelling mobile broadband contract

XRaySpeX — Mon, 18 Jul 2022 22:47:52 GMT

It is a mobile number. BB is for fixed BB not mobile.

You should be able to see your account number under My EE Mobile. This will do just as well as the mobile number in a letter.

Re: Cancelling mobile broadband contract

singdrumdance — Mon, 18 Jul 2022 22:54:35 GMT

This is all I see under that. Any idea exactly where to find the mobile number please?

Re: Cancelling mobile broadband contract

XRaySpeX — Mon, 18 Jul 2022 22:59:24 GMT

Pull down the Menu and it should show your account number. If not, use your online MyEE in preference.

Re: Cancelling mobile broadband contract

singdrumdance — Mon, 18 Jul 2022 23:08:07 GMT

These are all the menus I can see before I get to the screenshot I posted above. Any idea exactly where this number might be, please?

Re: Cancelling mobile broadband contract

XRaySpeX — Tue, 19 Jul 2022 00:05:37 GMT

We seem to be going round in circles.

I asked you to pull down the Menu at top R you see in post 10 (MyEE app?), not what you saw before it.

Of these latest screenshots (presumably online MyEE?):

Click on "MyEE", leading to 3.
Not sure where this fits in, but seems to be a textual version of 4.
Click on "Your Products", leading to 4.
Click on "My EE Mobile - Manage". This should lead to the online equivalent of Post 10. Then again click on the Menu now at top L. This should show you a/c no.

None of these are what you're after but 4. should lead you to it.

Re: Cancelling mobile broadband contract

XRaySpeX — Tue, 19 Jul 2022 00:13:39 GMT

To discover your mobile no.:

In your online MyEE below "My Mobile - Manage" go to Menu (top L - 3 bars) > A/C Settings > Manage numbers > Your numbers, OR
Look at http://add-on.ee.co.uk/status from a device connected to your mobile router by WiFi to see mobile no. as well data & credit status.

Re: Cancelling mobile broadband contract

singdrumdance — Tue, 19 Jul 2022 00:14:28 GMT

I'm sorry, I have no idea what you mean by this "I asked you to pull down the Menu at top R you see in post 10 (MyEE app?)"

I have a menu on the left, not right if that's what you mean by R, I don't know what post 10 is and I don't have a MyEE app. As you can see from the screenshots, I'm using a browser.

Once I get to the first screenshot I posted, I no longer have any menu other than the left one, which is why I showed you all the screenshots of that (incidentally, yes, one looks very much like a text-y version of another but they are really like this, in the order I posted) which does, in a loop, take me back to the first screenshot I posted.

I will try following your instructions but I don't know what the numbers mean.

Re: Cancelling mobile broadband contract

singdrumdance — Tue, 19 Jul 2022 00:21:43 GMT

So I can't find anything that says "My mobile - manage" or "A/C settings" or "Manage numbers".

In "My EE Mobile" on the left menu, I have the following options:

The device is currently abroad with a friend so I can't follow the second suggestion.

Re: Cancelling mobile broadband contract

XRaySpeX — Tue, 19 Jul 2022 00:38:13 GMT

By Post 10 I mean the 10th msg in this thread which you posted & I presume is of your MyEE app. You can see it @ https://community.ee.co.uk/t5/Mobile-Broadband/Cancelling-mobile-broadband-contract/m-p/1153349/highlight/true#M21133 .

In that image you see the "Menu v" at top R(ight)? The 'v' indicates it's a drop-down menu & you may click on it, open it up or pull it down (synonyms) to see that menu where I'm hoping you'll see your a/c no. In the online MyEE the same menu appears top L(eft).

Sorry, but post 10 looks remarkably like the app rather than online thro' a browser but as I don't have a contract EE no. I can't be sure what it'll look like for you.

Are you saying that clicking on "My EE Mobile - Manage" doesn't take you to a more detailed screen, probably looking a bit like Post 10?

Re: Cancelling mobile broadband contract

XRaySpeX — Tue, 19 Jul 2022 01:08:16 GMT

"My EE Mobile - Manage" appears as the top tile in the 4th image of your Post 12.

What do you see when you click on "Pay Monthly" and/or "Bill & Payments" of your last image? Your a/c no. will appear in your bills, as probably will your mobile no.

Re: Cancelling mobile broadband contract

singdrumdance — Tue, 19 Jul 2022 23:38:47 GMT

Yes thank you, in the end I downloaded a bill which had the mobile number on it.

So I booked an appointment at my local EE shop. They kept me waiting for 25 minutes past my appointment time, in the queue with all the walk-in people. When I finally saw someone, they *made* me talk on the phone even though I told them I couldn't. It was incredibly stressful and I'm exceptionally relieved that in 30 days I will no longer be a customer.

Absolutely outrageous way to treat customers with disabilities.

Re: Cancelling mobile broadband contract

XRaySpeX — Wed, 20 Jul 2022 00:36:57 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & it is now sorted.