topic Re: Missold Contract Failed Roaming Cooling Off Period in Roaming

Missold Contract Failed Roaming Cooling Off Period

doudou111 — Sun, 28 Sep 2025 15:20:52 GMT

I purchased full works package at the canary wharf store on September 24, 2024, specifically for a six-month work assignment in Hong Kong. At the point of sale, I was explicitly assured by the sales representative that the plan included unlimited roaming in Hong Kong and worldwide.

I travelled to Hong Kong on September 28, 2024. Upon arrival, I discovered the roaming service was not functional. I subsequently spent approximately six hours with your customer service and technical teams in an attempt to resolve the issue, without success.

The service I purchased has fundamentally failed to deliver its core promised functionality from the outset. As I am within the 14-day cooling-off period and the service is unusable for its intended purpose, I insist on my statutory right to cancel.

I have already attempted to resolve this through your online chat and the original store. The online team directed me to the store, and the store informed me I must return in person. This is impossible as I am now in Hong Kong for work and will be on a global business trip for the next six months

Re: Missold Contract Failed Roaming Cooling Off Period

XRaySpeX — Sun, 28 Sep 2025 15:27:07 GMT

@doudou111 : How is it possible that you are still within the 14-day cooling-off period when you purchased this over a year ago in Sept 2024? If you meant to write "2025" I'll reconsider this.

Anyway there is no statutory 14-day cooling-off period when buying from an EE Store.

Re: Missold Contract Failed Roaming Cooling Off Period

bristolian — Sun, 28 Sep 2025 16:07:31 GMT

I'll add.... you mention "the roaming service was not functional".

Do you mean the free ability to roam? This is totally separate from whatever your billing arrangement is.

Many people confuse the two: The free roaming facility enables your phone to connect to foreign networks and thus roam. Billing add-ons of numerous flavours, mitigate the cost of roaming.

Re: Missold Contract Failed Roaming Cooling Off Period

Schockwave — Sun, 28 Sep 2025 20:14:14 GMT

@doudou111 just to add, did you make sure that roaming was enabled on your account? If you did not, then this is why roaming was not possible.

HongKong is not included as part of free roaming for personal account, not sure about business account though, but you are way past the 14 day cooling off period, so no cannot cancel, as others have mentioned, also as you did this in a high street store, that is only for customers, who did this either online or via by phone, but this would not apply to you as the reasons mentioned before.

Re: Missold Contract Failed Roaming Cooling Off Period

XRaySpeX — Sun, 28 Sep 2025 20:41:33 GMT

Hong Kong is in EE's ROW Zone 3. Only Zone 1 is included in any EE plan that may include any free roaming outside the EU, in particular the Full Works plan. For Zone 3 on all plans you need to buy a roaming add-on when you get there.

Re: Missold Contract Failed Roaming Cooling Off Period

doudou111 — Mon, 29 Sep 2025 02:22:47 GMT

sorry it is 2025 which mean a few days ago. in that case, if there is no 14 day cooling-off, what should i do

Re: Missold Contract Failed Roaming Cooling Off Period

doudou111 — Mon, 29 Sep 2025 02:35:55 GMT

If sales in the store 100% sure it include HK (she confirmed twice with line manager)and that is the only reason i purchased this package. If eventually it does not include, what is your suggestion.

Re: Missold Contract Failed Roaming Cooling Off Period

doudou111 — Mon, 29 Sep 2025 02:37:24 GMT

i wrote it wrongly, it is 2025 sep, if it is still within 14 days, i purchased in the store, i still have no choice to cancel, right? I make sure that roaming is enable, but it does not work.

Re: Missold Contract Failed Roaming Cooling Off Period

Katie_B — Mon, 29 Sep 2025 07:09:54 GMT

Hi @doudou111

Thanks for confirming you purchased in store.

If you have been told incorrect information the quickest way to get this looked into would be by revisiting the store.

The store manager will be able to look into this further for you, alternatively you can complete this online form and a member of our complaints team will be in touch.

Katie

Re: Missold Contract Failed Roaming Cooling Off Period

XRaySpeX — Mon, 29 Sep 2025 09:09:21 GMT

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