topic Re: Unhappy in Contracts & Billing

Unhappy

KTX82 — Thu, 05 Feb 2026 12:31:17 GMT

Hi why am I being told by one of your guides last night that I can’t cancel my 30 day rolling contract (out of contract end Jan) unless I pay off my device balance in full too!.My flex contract /two separate agreements .I am watching to cancel sim/airtime and continue with handset payments .Guide on telephone previous evening told me I could do this .Please stop messing me around EE ‘I’m very disappointed with your customer service over telephone right now.Price hikes and no loyalty or care for customers !

Re: Unhappy

Chris_B — Thu, 05 Feb 2026 13:41:49 GMT

@KTX82 sounds like you’ve got an EE customer support agent who doesn’t know that once the airtime part of the contract has completed you can terminate without paying off the device part of the contract. You need to call customer support again and give 30 days notice to terminate the current 30 day rolling contract. You do not have to pay off the device at the same time

Re: Unhappy

Northerner — Thu, 05 Feb 2026 14:32:28 GMT

Hi @KTX82

You can complain here: https://ee.co.uk/help/contact-ee/complaint

Nobody knows what you said as this is just a customer help forum, but if you implied it suggested you wanted a new device then I understand then you would need to pay off the device @Chris_B that is correct?

Let's not start giving the EE staff grief when they may have given you the correct advice.

Thanks

Re: Unhappy

Christopher_G — Thu, 05 Feb 2026 15:43:35 GMT

Hi @KTX82

Welcome to the community.

I'm sorry to hear that you're disappointed with the service that you received on the phone to our guides. I recommend following the advice above and speak with our Customer Support team again so that we can double-check your account for you and look into what happened on that call.

I understand that you're unhappy with the way that your call was handled. If you would like to open a complaint, please follow the complaint link that @Northerner posted and a dedicated team will look into it and contact you directly to discuss it.

I hope you manage to get sorted.

Chris

Re: Unhappy

Chris_B — Thu, 05 Feb 2026 20:41:15 GMT

@Northerner That would be correct. With a flex tariff you have to pay off the current device if you wanted to upgrade to a new device. It’s only after the 24 month airtime contract has been completed can you terminate/migrate and continue paying the remaining 12 months of the device contract.

You can also after the 24 month airtime contract minimum term you can change to a cheaper sim only contract and continue paying for the device contract.

( this is all because the device contract was taken out over 36 month, if it was a 24 month device contract the device contract would be completed and your just left with a 30 day rolling sim contract so it’s very much like a standard contract, upgrade, change provider sort of thing).