https://community.ee.co.uk/t5/Mobile-Broadband/Returns/m-p/1650466#M35443 <P>I recently called EE to lodge an issue with a 4g wifi mobile device. During the call the handler advised he would upgrade my device to a 5g device which brought the cost down and he would cancel the 4g at no extra cost. I asked him if I needed to return the 4g device and was told no need and all I had to do was call to cancel it when I had the 5g up and running. Called to cancel and was told I needed to return the 4g device and they would send out a return envelope. 3 calls and two weeks later and still no envelope and I’ve been charged for both devices. Now I can’t even get someone to answer the phone. Anyone able to actually speak to someone.&nbsp;</P> Sun, 01 Nov 2026 16:12:01 GMT Hodgy1964 2026-11-01T16:12:01Z https://community.ee.co.uk/t5/Mobile-Broadband/Returns/m-p/1650466#M35443 <P>I recently called EE to lodge an issue with a 4g wifi mobile device. During the call the handler advised he would upgrade my device to a 5g device which brought the cost down and he would cancel the 4g at no extra cost. I asked him if I needed to return the 4g device and was told no need and all I had to do was call to cancel it when I had the 5g up and running. Called to cancel and was told I needed to return the 4g device and they would send out a return envelope. 3 calls and two weeks later and still no envelope and I’ve been charged for both devices. Now I can’t even get someone to answer the phone. Anyone able to actually speak to someone.&nbsp;</P> Sun, 01 Nov 2026 16:12:01 GMT https://community.ee.co.uk/t5/Mobile-Broadband/Returns/m-p/1650466#M35443 Hodgy1964 2026-11-01T16:12:01Z https://community.ee.co.uk/t5/Mobile-Broadband/Returns/m-p/1650535#M35450 <P>Hi <SPAN style="background: var(--ck-color-mention-background); color: var(--ck-color-mention-text);"><a href="https://community.ee.co.uk/t5/user/viewprofilepage/user-id/5077775">@Hodgy1964</a></SPAN>,</P> <P>Welcome to the Community!</P> <P>I'm sorry to hear about the confusion here, and I can understand your frustration. At this point I'd recommend <A href="https://ee.co.uk/help/contact-ee/complaint" target="_blank">making a complaint</A>, and our team will be able to take a look into everything that has happened with this.</P> <P>Rach</P> Mon, 02 Nov 2026 08:48:20 GMT https://community.ee.co.uk/t5/Mobile-Broadband/Returns/m-p/1650535#M35450 Rach_H 2026-11-02T08:48:20Z