topic Re: Disability Info & Help in Contracts & Billing

Disability Info & Help

rederic090 — Mon, 17 Nov 2025 12:58:23 GMT

Good afternoon, unfortunately I have had a contract for the last year that should have been cancelled but hasn’t.

i am bedbound and unable to to speak on the phone so I cannot ring the helpline or send a letter.

Can someone please advise me how to cancel the line in question. When I follow the steps in my account, it just advises me to ring 150 or a different number if I’m hard of hearing. Neither of which is suitable for my disability needs.

A chat fa vilify would suffice.

Thanks in advance.

Steve

Re: Disability Info & Help

Chris_B — Mon, 17 Nov 2025 14:43:31 GMT

@rederic090 Contracts don’t just end at the minimum term they change a 30 day rolling contract until you give 30 days notice to terminate. You can use live chat via the EE app under help.

Re: Disability Info & Help

Northerner — Mon, 17 Nov 2025 15:44:44 GMT

Hi @rederic090

Please read here: https://ee.co.uk/help/profile/manage/change-my-account-in-the-case-of-a-life-event

Try the chat option on the EE app.

Thanks

Re: Disability Info & Help

Christopher_G — Mon, 17 Nov 2025 15:52:01 GMT

Hi @rederic090

Welcome to the community.

Are you able to ask a friend, family member or carer to call on your behalf, when they're with you? That way we can attempt to pass security with you, even if it's just to quickly ask some security questions with you.

We also have a text relay service that helps our deaf and speech impaired customers. It may be worth giving that a try.

Once you're in touch with our Customer Support team, they'll do their best to get this sorted for you.

Chris

Re: Disability Info & Help

rederic090 — Mon, 17 Nov 2025 17:13:42 GMT

Thank you for the reply, I am aware of that.

There was a mistake and it wasn’t actioned. I have since not realised and so was unaware it was still running.

I wasn’t trying to suggest that they just “stop” and I’d been ripped off.

Kind regards,

Steve

Re: Disability Info & Help

rederic090 — Mon, 17 Nov 2025 17:16:02 GMT

Thanks for the reply, unfortunately that info just says to send it via post etc.

I need to action something quicker than this as I have already paid for a service I don’t need for long enough.

I didn’t realise there was a chat facility in the app however so I will download that and try it.

Thank you.

Kind regards,

Steve

Re: Disability Info & Help

rederic090 — Mon, 17 Nov 2025 17:18:23 GMT

Hi there,

Thanks for the info, I’ve never used a text relay service so I will look into it. Unfortunately you don’t realise these things exist until you need them.

Thanks again.

Kimd regards,

Steve