topic Re: Awful in EE app and website

Awful

Libby57 — Tue, 11 Aug 2026 07:56:51 GMT

I have switched to Virgin media, as EE are awful service, They want me to return my old kit, I requested a returns label, they said it would me e- mailed to me and I could print it out, 2 weeks ago !! Still nothing, I found the returns bag, packed the equipment up, took it to the post office, got a receipt but I can't send them a photo of it as when I try to send it , it says " message not sent, service not activated on network " My EE account has been closed ? , Thankyou

Re: Awful

Peter_W — Tue, 11 Aug 2026 10:18:28 GMT

Welcome to the Community, @Libby57

Just to be sure, have you now sent the returns pack with your old equipment, and if you have when was this?

Also who exactly has requested the receipt proofs, and where are you trying to send this?

Peter

Re: Awful

Libby57 — Tue, 11 Aug 2026 11:09:57 GMT

Hi Peter, yes I sent it yesterday , at 9. 53.am, and EE keep messaging me saying it has to be returned by 17th August, or I will be charged for equipment, I have a receipt for postage, as they did not send me a returns label as they said they would, I sent it back to the address on the old returns bag and also added a label with my details of sender .

Re: Awful

Peter_W — Tue, 11 Aug 2026 13:34:22 GMT

Thanks @Libby57

I'm confident all should be fine, but provided you keep your return proofs then you should be covered here.

If you did need to reach out to us about this you can call our team direct on 0330 123 1105, and there are also more details on broadband returns here:

Return and recycle your EE Broadband or EE TV products | Orders And Returns Help | EE

Peter