topic Re: How do I cancel within 14 day cooling off period? Getting mixed messages from EE in Mobile Broadband

How do I cancel within 14 day cooling off period? Getting mixed messages from EE

realgonekid — Sun, 22 Sep 2024 11:03:05 GMT

Hey hope someone can help, I took out 5G EE mobile broadband. I'm 4 days in to the 14 cooling off period and wish to cancel.
In the documentation with the 5G hub it tells me to call 07953966150 to cancel, which I did.

However the agent on the phone told me cancellation can only be done with a form? They gave me the url to the form, but it goes to a page not found.

Can anyone help?

Thanks

Re: How do I cancel within 14 day cooling off period? Getting mixed messages from EE

XRaySpeX — Sun, 22 Sep 2024 12:21:18 GMT

Returning a device or SIM within 14 days :

If you're unable to text us, or your device does not have an IMEI number, you can complete our returns form. Once your form has been received and processed, our team will get in touch to advise how to return your equipment.

Re: How do I cancel within 14 day cooling off period? Getting mixed messages from EE

realgonekid — Sun, 22 Sep 2024 14:49:59 GMT

Thanks very much @XRaySpeX!

Before you replied I found the same question as mine https://community.ee.co.uk/t5/Mobile-Broadband/How-to-cancel-4g-wifi/td-p/1355408 which you answered previously, with a pdf form and an email address channel.returns@ee.co.uk .

I filled out the form and sent it to that email address successfully, but since that answer was a few months ago now, should I instead use the form you replied to my thread with today or do both routes end up at the same team in EE?

Thanks again

Re: How do I cancel within 14 day cooling off period? Getting mixed messages from EE

XRaySpeX — Sun, 22 Sep 2024 15:04:38 GMT

Things have changed since then. I should use the latest form.

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it soon gets sorted.

Re: How do I cancel within 14 day cooling off period? Getting mixed messages from EE

realgonekid — Sun, 22 Sep 2024 15:07:59 GMT

Thanks very much, I will fill out the latest and get it submitted today.

All the best,

Re: How do I cancel within 14 day cooling off period? Getting mixed messages from EE

realgonekid — Tue, 24 Sep 2024 13:32:19 GMT

Hello, sorry to bother you again @XRaySpeX . I’m having a lot of bother with EE and what I thought was a simple request.

I’m being asked for an account password before EE can cancel but I never had to create an account when I purchased the 5G hub through the EE site. I simply filled in the forms for name address, email etc and then made payment, £100 up front and then £50pcm.

I’m also being asked for things like how I set up the my contract and what device it is despite providing them my order number, name, address, email etc.

I’ve emailed back with this info and attached the only 2 emails I have received from EE about my contract. Hoping this will suffice.

Is there anything else I can do, that you can think of?

Thanks again.

Re: How do I cancel within 14 day cooling off period? Getting mixed messages from EE

XRaySpeX — Tue, 24 Sep 2024 13:51:55 GMT

EE have no right to expect you to have registered the device to EE in only a few days & when you are taking advantage of the statutory cooling-off period. It is not mandatory & never laid down in the article I linked for you.

Re: How do I cancel within 14 day cooling off period? Getting mixed messages from EE

realgonekid — Tue, 24 Sep 2024 14:06:30 GMT

I’m really upset with how this has gone with EE so far. And I’m worried that my cooling off period will be over and EE will say I didn’t cancel in time. I would have just cancelled the direct debit if I hadn’t paid the £100 up front.

I’ve never experienced such a hard time trying to cancel anything before.

I guess I’ll just keep trying.

Thanks again.

Re: How do I cancel within 14 day cooling off period? Getting mixed messages from EE

XRaySpeX — Tue, 24 Sep 2024 14:14:35 GMT

Tell them it is your right under consumer law & they've no right to put hurdles in your way. You complied with the law by informing them that you are taking advantage of the statutory cooling-off period within the 14 days, no matter when the cancellation actually takes effect.

Re: How do I cancel within 14 day cooling off period? Getting mixed messages from EE

realgonekid — Tue, 24 Sep 2024 14:22:14 GMT

Thank you, I will send another reply to the email they sent, reminding them about my consumer right rights and statutory 14 days cooling off period.

Do you have any shortcuts for making a complaint if they still make it difficult for me to cancel?

I’ll update here to let you know how it goes, if you’re interested.

Thanks again for listening and giving me advice @XRaySpeX, I really appreciate it.

Re: How do I cancel within 14 day cooling off period? Getting mixed messages from EE

Linzi_H — Tue, 24 Sep 2024 14:24:48 GMT

Hi @realgonekid

I'm sorry to hear about the trouble you're facing when trying to cancel within the 14-day cooling-off period.

It sounds like the team is completing a security check with you first before making any changes, and we do this to protect our customers.

Although you may not have an online account, you will have an account with us directly. This is how we manage your services, and we set up a password with you to use when you speak with us over the phone.

From what you're saying, it sounds like this could be what the team is looking for. I'm so sorry if things haven't been clear!

If you can't remember the password, the team will default to other security checks/questions. So if you can, please answer the security questions if you're able to do so (even if the answers may be obvious to you).

The last thing we want is to leave you feeling unhappy, and any further trouble you are welcome to reach out to our complaints team.

Keep us updated!

Linzi

Re: How do I cancel within 14 day cooling off period? Getting mixed messages from EE

realgonekid — Tue, 24 Sep 2024 14:35:35 GMT

Thanks @Linzi_H , I wish your colleagues would explain things better at EE. I had no idea what account password everyone kept asking me for until you just explained here.

I answered the back up questions in my first reply to their email but they were things I had already filled out in the form so I was confused why they were asking them again.

I’ll let you know how it goes, thanks for explaining. 🙂

Re: How do I cancel within 14 day cooling off period? Getting mixed messages from EE

Linzi_H — Tue, 24 Sep 2024 14:48:30 GMT

Yeah, it definitely sounds like there has been some confusion, and I know it's really frustrating when things aren't explained properly.

I am super confident everything will get sorted though @realgonekid

Linzi 😊

Re: How do I cancel within 14 day cooling off period? Getting mixed messages from EE

XRaySpeX — Tue, 24 Sep 2024 14:53:36 GMT

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: How do I cancel within 14 day cooling off period? Getting mixed messages from EE

XRaySpeX — Tue, 24 Sep 2024 14:57:54 GMT

Sufficient security check would be order no. & name & addy it was sent to + maybe card no./ bank a/c paid with.

Re: How do I cancel within 14 day cooling off period? Getting mixed messages from EE

realgonekid — Tue, 24 Sep 2024 15:19:20 GMT

Agreed @XRaySpeX and it’s weird that EE ask for an account password when not all customers will have set one up, depending on how they started their service with EE. I never generated one and was never asked to set one up over the phone.

Hopefully will get resolved soon, but the communication from EE, outside of this forum does cause a mild level of stress 😅

Re: How do I cancel within 14 day cooling off period? Getting mixed messages from EE

realgonekid — Thu, 10 Oct 2024 00:48:27 GMT

Hey @Linzi_H, please can you help me because I’ve had no luck with customer service over the phone and I’m being sent round in circles.

The return was approved and I was provided free return of the 5g hub via DPD. I got an email from EE confirming it had been received last Wednesday. EE said the return would be processed within 48 hrs and I would be notified by text. However, I’ve received nothing from EE. I’ve not har a refund of the £100 I paid up front. I’m getting nowhere over the phone and I get passed from department to department.

Can you help?

Re: How do I cancel within 14 day cooling off period? Getting mixed messages from EE

Rach_H — Thu, 10 Oct 2024 08:49:08 GMT

Hi @realgonekid,

Thanks for getting back to us, and letting us know what has been happening.

We don't have account access here, so we wouldn't be able to confirm what is happening with your return, but any updates should be noted on your account. I'd recommend giving the team another call, and they can get this chased up for you.

Rach

Re: How do I cancel within 14 day cooling off period? Getting mixed messages from EE

realgonekid — Thu, 10 Oct 2024 10:34:38 GMT

That’s disheartening to hear, but I understand if you haven’t been given the resources to help with this.

I’m just frustrated, already spent about 2 hours of my time waiting in call queues and getting passed from pillar to post by advisors who don’t seem to understand what I’m asking.