topic Re: Cancelling Smart 4G Hub contract in Mobile Broadband

Cancelling Smart 4G Hub contract

Tony2443 — Fri, 29 Dec 2023 23:00:16 GMT

Spent 55 minutes on the phone earlier to simply cancel my 18 month contract

I took delivery of the hub having been assured by a salesman that the speed , with that hub, would be much faster than using an EE SIM in a 3rd party router. It wasn't. It was much slower. This was very disappointing that the salesman said "100%" it would be much quicker. I ordered, with an 18 month contract, on that basis.

I don't know if the salesman was deliberately misleading me. Or if he genuinely believed what he said. Either way he wasted my time and caused me to spend 55 minutes trying to cancel the contract.

Re: Cancelling Smart 4G Hub contract

XRaySpeX — Fri, 29 Dec 2023 23:02:35 GMT

If you are wanting to cease your mobile contract completely you need to phone EE giving 30 days notice of cancellation of your contract. Otherwise if you intend to move to another network, either taking your existing no. with you or not, get your PAC or STAC respectively from EE & give it to your new provider. If you are still within your min term you will be liable to pay early termination fees for the rest of the term. It will basically be months left x monthly charge - 4%.

Re: Cancelling Smart 4G Hub contract

Leanne_T — Sat, 30 Dec 2023 07:51:23 GMT

Hi @Tony2443

I am sorry to hear you would like to cancel the contract.

How long ago did you order the EE SIM?

Leanne 🙂

Re: Cancelling Smart 4G Hub contract

Tony2443 — Sat, 30 Dec 2023 08:09:48 GMT

Ordered the EE sim and router on December 28th. Received the following day. I tested the speed ,and rang to cancel on the same day.

As I said above, the speed was nowhere near what I was led to believe by the salesman. I then spent an excruciating 55 minutes on the phone trying to cancel the contract.

Re: Cancelling Smart 4G Hub contract

Leanne_T — Sat, 30 Dec 2023 08:11:40 GMT

I am very sorry to hear this @Tony2443

Please see our How Do I Cancel my Contract Within 14 days? Help page for ways to cancel the contract.

Leanne.

Re: Cancelling Smart 4G Hub contract

LowisSJL55 — Fri, 12 Apr 2024 18:08:33 GMT

Hi Tony,

I have the same issue how did you cancel in the end. What phone number did you ring?

I’ve filled in the form only to be told it’s missing information.

phoned the 079 number told they can’t do it fill in the form. Went through the BT call centre transferred to EE they couldn’t cancel!

3 days I’ve been trying & many wasted hours & still no joy.
can you help

Re: Cancelling Smart 4G Hub contract

LowisSJL55 — Fri, 12 Apr 2024 18:11:21 GMT

Hi Leanne,

can you help me?

I need to cancel EE smart hub purchased on the 3rd of April 2024. Speeds not as promised

Re: Cancelling Smart 4G Hub contract

XRaySpeX — Fri, 12 Apr 2024 19:36:53 GMT

@LowisSJL55 : If you ordered by phone or online you always have a statutory cooling-off period up to 14 days after delivery to cancel your order FoC. If you ordered in-store you have no such "change-of-mind" right of return.

Any speeds you would have been quoted would have been estimates not guaranteed.

Re: Cancelling Smart 4G Hub contract

Leanne_T — Sat, 13 Apr 2024 07:01:07 GMT

Hi @LowisSJL55

I am sorry to hear you have been unable to start the return, where did you purchase the device?

You can find full details on how to return the device on our Returning a device or SIM within 14 days, page.

Leanne.

Re: Cancelling Smart 4G Hub contract

LowisSJL55 — Sat, 13 Apr 2024 07:59:59 GMT

Hi Leanne,

I’ve tried all the routes you’ve suggested & haven’t been able to cancel the contract.
I have had the 4G Mobile smart hub for 9 days but it has only been activated for 6 of the 9.
It is not a case of speed, there’s no signal. I apparently live in a black spot.
I’ve been passed from pillar to post with no success.

Kind Regards
Sheila

Sent from my iPhone

Re: Cancelling Smart 4G Hub contract

Leanne_T — Sat, 13 Apr 2024 08:10:36 GMT

Hi @LowisSJL55

Where did you order the WiFi device?

Leanne.

Re: Cancelling Smart 4G Hub contract

LowisSJL55 — Sat, 13 Apr 2024 08:33:59 GMT

Hi,

Through an agent on the phone

Sent from my iPhone

Re: Cancelling Smart 4G Hub contract

Leanne_T — Sat, 13 Apr 2024 10:19:26 GMT

Hi @LowisSJL55

Thanks for the quick reply.

In this case, please try calling us again to get the return started or complete the form again with all details, the team will be able to get this looked into for you.

Leanne.

Re: Cancelling Smart 4G Hub contract

LowisSJL55 — Sat, 13 Apr 2024 10:55:59 GMT

Thank you Leanne,

I have submitted another form.
What number is best to use?
I’m getting desperate as the 14 days is approaching.
After having no success from the last few days phoning.

Sheila

Sent from my iPhone

Re: Cancelling Smart 4G Hub contract

Leanne_T — Sat, 13 Apr 2024 10:57:32 GMT

Hi @LowisSJL55

Please either call 150 from an EE mobile, or 07973 966 150 from any other phone.

Leanne.