topic Re: Broken cancellation link in EE app and website

Broken cancellation link

johnnybaloney — Thu, 27 Aug 2026 09:53:29 GMT

Everything about EE website and comms is 💩 I've never seen such a 💩show anywhere else before.

So in that email they write:

ee.co.uk/howtocancel

but if you click on it it takes you to:

https://ee.co.uk/help/help-new/managing-and-using-my-account/leaving-ee/how-do-i-cancel-my-contract-with-ee

which then redirects you to:

https://ee.co.uk/help

They had only two years to fix that. What 💩

[mod edit: subject added]

Re: Broken cancellation link

Katie_J — Wed, 26 Aug 2026 18:02:49 GMT

Hello @johnnybaloney.

Thanks for bringing this to our attention.

Are these links in an email which received after completing the return form?

Speak soon,

Katie

Re: Broken cancellation link

johnnybaloney — Thu, 27 Aug 2026 15:07:58 GMT

Someone tampered with my message. It was in response to this this post from 2024 where the OP first mentioned the issue:

https://community.ee.co.uk/t5/Contracts-Billing/Contract-Withdrawal-Form/td-p/1439931

The links are in an email with the order details titled "Confirmation: Your order's on its way".

As I said before, EE are 💩e. Now when you call them on 150 they hang up on you, send you a link that leads to some website where they tell you they can't help you there and will call you instead 😂 And guess what, they never do! What a 💩e company.

------------

Thanks, we will call you back within 60 minutes on . We'll be calling from 07973 100614 just so you know it's us

Our returns team opening hours are Mon - Fri 9am - 5pm, if it's outside of these hours don't worry, we have your request and we will call back as soon as we can.

Calls may be recorded for training and monitoring purposes.

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Re: Broken cancellation link

Alex_H — Thu, 27 Aug 2026 17:23:43 GMT

@johnnybaloney Thank you for clarifying, what type of order was it you placed that the order confirmation email was for?

If it is a return within 14 days you are looking to do, you should be able to submit your request via our returns page.

When using the text and visual menu, if it gets to the point where it offers call back it should set one up so I am not sure why it has not worked for you, but if when calling us you prefer to just hold the line and use the audio menu to get through to someone, you can press option 2 first when calling to do so.

Alex

Re: Broken cancellation link

johnnybaloney — Tue, 01 Sep 2026 10:11:00 GMT

We've received your order for your new SIM only plan.

None of the options on the returns page you linked seems suitable. Would it be Cancel a SIM? I didn't want to cancel my SIM, just wanted to cancel the plan and for the SIM to remain active.

I did eventually manage to get through using option 2 after several attempts going through the labyrinthine menu and cancel the plan (not SIM!).

Then the next day EE finally called me. Well, I've already called you so what's the point. When you say you would call within next 60 minutes you may not realise but people may especially make themselves available. It's not like we sit on our backsides with nothing else than waiting for EE to call to do. So you basically waste people's time.

It wasn't the end of the story. Back to the 💩e EE system. Once the plan was reverted it obliterated my accumulated data so I found myself without internet on the bank holiday weekend. Also my web account looked bare, no plan info, no nothing. It turned out that it got 'unlinked' from my number and it took me a while to find a way to 'link' it back. Why do I need to do such things? And why wasn't this part of the reversal? I was expected to be back where I was before I signed up for the contract. Instead I had my data erased and my number unlinked. What 💩e.

Re: Broken cancellation link

johnnybaloney — Tue, 01 Sep 2026 10:16:37 GMT

💩e website, beyond embarrassing. How can a company of this size have such a pathetic broken website. How about you reallocate some of the tv ads budget to fixing this 💩e.

Re: Broken cancellation link

Ali_A — Tue, 01 Sep 2026 15:58:44 GMT

@johnnybaloney

Is this for a Pay monthly or Pay As You Go SIM?

Ali