topic Re: Still getting contact and bill queries for ended contact in Contracts & Billing

Still getting contact and bill queries for ended contact

loulabelle8 — Wed, 23 Apr 2025 10:04:59 GMT

I'm still getting contact from EE regarding a contact I ended many months ago. I've cancelled the DD and still getting letters saying I must reinstate it.

Trying to find an email contact as phoning is not easy with work commitments. Obviously my account hasn't been shut down properly...

Re: Still getting contact and bill queries for ended contact

bristolian — Wed, 23 Apr 2025 10:38:05 GMT

EE don't have any customer-service email address. How exactly did you give 30days notice to cancel your contract, because cancelling the direct debit doesn't suffice and - if that's all you've done - it's no surprise that you're getting letters to remind you.

Re: Still getting contact and bill queries for ended contact

Northerner — Wed, 23 Apr 2025 11:04:51 GMT

Hi @loulabelle8

Your contract does not end, your minimum contract term ends. As @bristolian said you need to give 30 days notice to cancel.

Thanks

Re: Still getting contact and bill queries for ended contact

loulabelle8 — Thu, 24 Apr 2025 07:29:32 GMT

Thanks for the responses, but I gave notice in person and over the phone, advised well in advance that I was moving to another provider and after my last bill, nothing. Seemed all good.

Then 6+ months later, cancelled the old direct debit, suddenly I'm getting threatening letters, emails about my account, empty bills, I'm assuming they haven't closed it off properly despite me having confirmed twice.

I'll have to go into the nearest shop on my next day off and sort it.

Re: Still getting contact and bill queries for ended contact

Katie_B — Thu, 24 Apr 2025 07:37:41 GMT

Hi @loulabelle8.

Did you request a PAC disconnection to take your number to another network?

Speak soon,

Katie

Re: Still getting contact and bill queries for ended contact

loulabelle8 — Thu, 24 Apr 2025 08:47:37 GMT

Hi Katie yes, that was all done, I took my old number to the new provider.

Re: Still getting contact and bill queries for ended contact

Katie_B — Thu, 24 Apr 2025 09:26:54 GMT

Hi @loulabelle8.

Thanks for getting back to me.

Did you only have the one contract with EE?

Katie

Re: Still getting contact and bill queries for ended contact

loulabelle8 — Thu, 24 Apr 2025 09:35:52 GMT

For mobile, yes...

Although I have just moved TV, landline and broadband over, with considerable difficulty!

Re: Still getting contact and bill queries for ended contact

Katie_B — Thu, 24 Apr 2025 09:45:47 GMT

Thanks for confirming @loulabelle8.

I'd definitely recommend getting in touch or visiting your local EE Store so this can be looked into.

Once your number was ported to another network the account should be closed and a final bill produced.

Katie

Re: Still getting contact and bill queries for ended contact

loulabelle8 — Thu, 24 Apr 2025 15:41:25 GMT

Thanks Katie, something has definitely gone awry here,so I will do!

Louise

Re: Still getting contact and bill queries for ended contact

Chris_B — Thu, 24 Apr 2025 18:07:47 GMT

@loulabelle8 When you speak with customer support remember to inform them that you ported your number out to the other network