topic Re: Mis sold EE contrat in Contracts & Billing

Mis sold EE contrat

Redrobin321 — Fri, 09 Jan 2026 19:14:12 GMT

My uncle aged 89, lives on his own, just had his home phone disconnected (BT/Premier) , has no computer (uses his brothers elsewhere). Decided to go to EE on advice to buy a mobile phone. Was sold a contract phone in store and contract broadband ( he has no computer or need for broadband). My uncle is very bright but not tech savvy in anyway, this is his first mobile phone. He told us he had 14 days to cancel so by the time we knew it was 13 days and we went into the same store. We managed to cancel broadband but not the phone but at £25/ month he could not afford this ( he had no idea what he was to pay). My mum wanted to pay off the whole contract which coast £500 + and we were transferred to EE via phone to do this. There was no manager on site that could assist us and even on the phone the EE help was appalled that we could not talk to anyone about contract other than my mum (aged 91) paying off the phone. We were just blankly told having signed the contract in store there was no discussion about changing anything. There was no due diligence when this phone was sold as he can’t afford the cost,

Re: Mis sold EE contrat

XRaySpeX — Fri, 09 Jan 2026 19:20:57 GMT

@Redrobin321 wrote:
Was sold a contract phone in store and contract broadband ( he has no computer or need for broadband). My uncle is very bright ,

Therefore he must know how to say "No"?

There is no statutory 14-day cooling-off period when buying from a retail store.

Re: Mis sold EE contrat

Redrobin321 — Fri, 09 Jan 2026 19:31:55 GMT

He only knew he needed to replace the phone that had been cut off, he does not have any concept of money and recurring costs. I know this sounds odd when I say he is bright but he does not understand what signing a contract meant. He is quite a difficult character to reason with. I just wished they could see he wasn’t equipped to understand what he was signing up for or had asked to bring someone with him who might understand before signing a contract that cannot be changed. Is there not a way for them to check on his finances as they would have realised he cannot afford this. We just don’t want it to happen to others

Re: Mis sold EE contrat

XRaySpeX — Fri, 09 Jan 2026 19:34:17 GMT

Yes, EE would do a credit check & he must have passed it.

Re: Mis sold EE contrat

zulu17 — Fri, 09 Jan 2026 19:44:10 GMT

The Ofcom guidance page

https://www.ofcom.org.uk/make-a-complaint/complain-about-mobile-phone-or-internet-services/the-way-a-service-was-sold

Re: Mis sold EE contrat

Rach_H — Sat, 10 Jan 2026 08:42:44 GMT

Hi @Redrobin321,

Welcome to the Community!

I'm so sorry to hear that the plan your uncle was given wasn't suitable for his needs. It does sound like the team in store did give him one of our lowest priced plans, if the £25 a month does include a phone, so it would seem the team were trying to be as helpful as possible.

While there is no cooling down period for purchases made in store, the manager is able to cancel plans, but this is at their discretion. Were you able to speak with the manager when you went in store?

Rach

Re: Mis sold EE contrat

Redrobin321 — Sat, 10 Jan 2026 10:08:40 GMT

Hi Rachel,
this was one of the issues that there was no manager in store to help or
discuss this with ( this was echoed when we spoke to EE in the store via
phone as there was no one senior, she was appalled there was no manager who
might have helped). It was also the last day to end the broadband contract
and it was over the Christmas and new year period, I do appreciate they
gave him the cheapest most basic contract but the phone was far above what
he needed, I don’t think they stock anything simpler perhaps.

Re: Mis sold EE contrat

Rach_H — Tue, 13 Jan 2026 10:04:38 GMT

Are you able to go back to the store and explain what has happened with this @Redrobin321, especially given you did initially return to the store in a timely manner?

Rach

Re: Mis sold EE contrat

Redrobin321 — Sun, 11 Jan 2026 13:37:25 GMT

We could certainly try again though he has now got used to the phone, btw am I correct in thinking this phone will be unlocked after the 30 day cancellation and we can then use a new sim with a new number?

Re: Mis sold EE contrat

Lesley_W — Mon, 12 Jan 2026 09:09:24 GMT

Depending on when the phone was purchased, it may not be locked @Redrobin321

You can check the status of the phone here Device unlock and if needed, request the unlocking.

Lesley