topic Re: Unable to cancel from Australia in Contracts & Billing

Unable to cancel from Australia

StillauraE — Tue, 05 Aug 2025 17:11:29 GMT

My grandson accidentally disconnected his e-sim when he was attempting to cancel his contract last year

EE kept saying he needed to go in store to cancel to verify who he was, he is in Australia so not possible

Also evidently unable to receive texts etc as has no e-sim

He has tried the numbers given to call from Australia and says nothing happens at the other end.

He returned an email to a staff member who had suggested to let her know if this occurs.

he has also sent mail to EE complaints with no response to wither.

we are now receiving debt collection letters.

Ee have clarified that if we pay they will restart charging again, so there seems to be no option for him.

He only wants to cancel, then we can pay the debt collectors and challenge previous ongoing costs, asEE can tell he has not been able to use the e sim.

I tried going into a shop and suggested validation via WhatsApp with him. Unfortunately they said evidence needs to be scanned.

Please help, or does he need to do something to make the numbers from Australia to EE work.

This has been stressful

thanks

Re: Unable to cancel from Australia

XRaySpeX — Tue, 05 Aug 2025 17:18:17 GMT

@StillauraE : You can't cancel a contract while it is in debt. You need to settle the debt before you may cancel. To do that you will need to phone EE & give 30-days notice.

Re: Unable to cancel from Australia

Chris_B — Tue, 05 Aug 2025 18:03:55 GMT

@StillauraE To terminate a contract you call customer support, I’m not sure how you accidentally delete an eSIM from a device unless you proceed to do so, your even asked to confirm that request when you go to do it. It’s a few presses just to delete and you can always click cancel and not delete on the last “are you sure”
Sounds like he thought just deleting it would terminate the contract.

Re: Unable to cancel from Australia

StillauraE — Tue, 05 Aug 2025 18:57:09 GMT

The contract was paid. However he cannot cancel the contract as he is unable to get through to customer support as the numbers given from Australia do not work.
only stopped paying as cost was rising and he cannot find a way to cancel without speaking with them, isn’t the phone number you gave for phoning EE in the UK?

he doesn’t know what else to try unless the numbers aren’t working because he needs to do something as he evidently now has an Aussie sim.

Thanks for responding .

Re: Unable to cancel from Australia

StillauraE — Tue, 05 Aug 2025 19:00:46 GMT

I think he was panicking. Don’t know what he was thinking.

it seems that EE have him over a barrel. I’ve tried to explain, but I have the same response.

surely there must be another way if the numbers aren’t working.

I don’t know if that’s because he has an Aussie sim or something else.

Disappointing that he hasn’t had a response from complaints as that doesn’t help.

Re: Unable to cancel from Australia

XRaySpeX — Tue, 05 Aug 2025 19:01:14 GMT

How did it come about that the contract was paid? Is this before he stopped paying & the debt mounted up? Or are you saying you or he thought that the contract had ended?

Re: Unable to cancel from Australia

StillauraE — Tue, 05 Aug 2025 19:39:29 GMT

I called and paid it.
We only stopped paying as he was unable to cancel, and when it was paid EE continued to charge as if he was still using it, so we stopped to reduce cost.
It’s a nightmare!

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Re: Unable to cancel from Australia

StillauraE — Tue, 05 Aug 2025 19:48:29 GMT

He wasn’t in debt until now.
He just was not able to contact them as my original post states.
Numbers don’t work for him to speak to CS.
It’s got nothing to do with debt. It’s about not being able to speak with CS from Australia as all numbers given don’t ring at the other end,

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Re: Unable to cancel from Australia

bristolian — Tue, 05 Aug 2025 22:17:33 GMT

@StillauraE wrote:
It’s about not being able to speak with CS from Australia as all numbers given don’t ring at the other end,

You've not mentioned which numbers you've been given and/or tried, but the published number for contacting EE CS from abroad is either +44 7953 966150 or +44 7953 966250 depending which page you find it on.

I believe their opening hours are 8-10pm weekdays, or 8am-8pm weekends, so early morning or late night Australian time, is your best bet.

Re: Unable to cancel from Australia

StillauraE — Tue, 05 Aug 2025 22:37:29 GMT

Thankyou but these are 2 of the numbers he has tried in EE working hrs and he says they don’t even ring.
Am questioning if it maybe that he is using an Aussie sim.EE have been no help and just keep repeating their policy.
I think I will also send an email to complaints as he hasn’t had a response yet and sent it over 2 weeks ago.
Thanks for trying to help

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Re: Unable to cancel from Australia

bristolian — Tue, 05 Aug 2025 22:45:07 GMT

EE don't have any published email address for CS, so it would be interesting to know who you've sent your email to.

The complaints webform is otherwise the way to go.

Re: Unable to cancel from Australia

StillauraE — Tue, 05 Aug 2025 22:55:29 GMT

Actually a staff member first gave her email address but hasn’t responded to his email as she said to email her if numbers didn’t work. I found out since that maybe she shouldn’t have.
He also emailed the complaints email
****************

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Re: Unable to cancel from Australia

Chris_B — Wed, 06 Aug 2025 07:16:02 GMT

@StillauraE if he’s trying to ring from the Australian Sim then perhaps it needs to have international calling enabled on that Sim otherwise you need to use a landline.

Re: Unable to cancel from Australia

StillauraE — Wed, 06 Aug 2025 08:57:29 GMT

Thankyou. I’ll suggest, if he hasn’t already, that he tries a landline

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