topic Re: Cancel Contract in Contracts & Billing

Cancel Contract

SAJM — Mon, 30 Mar 2026 22:44:26 GMT

I recently renewed my ee SIM only contract and it's been running for a few months now.

Recently the service in my area has deteriorated. I now get almost no data.

I have contacted customer services constantly but they give the stock reply that my serving cell has no problems.

Of course we all know a single complaining customer is ignored as statisticly insignificant so there is nothing I can do. My complaint will never get escalated to the engineers on the ground.

Is it possible to break contract, port my number and move to another network or am I stuck for years paying for non functioning service.

Thanks

Steve

Re: Cancel Contract

Chris_B — Tue, 31 Mar 2026 07:17:53 GMT

@SAJM you can terminate it you’ll need to pay off the remaining term of the contract. Have you tried that sim in a different device or a different EE sim in your device? Sometimes it’s not the network but the sim and you can request a replacement SIM card but test it first. What device is it ? Have you tried a network reset on the device?

Re: Cancel Contract

SAJM — Tue, 31 Mar 2026 11:04:35 GMT

I've done all you suggested.

It is clearly a network issue because if I use another base station it works perfectly.

It's as I said, I'm statisticly insignificant.

Steve

Re: Cancel Contract

Leanne_T — Tue, 31 Mar 2026 13:35:53 GMT

Hi there @SAJM

Thanks for posting on the community.

If you're experiencing service issues in the area please check our Service Status Checker for any reported problems and if nothing is showing you can report this to our network team to be looked into and register for updates to be kept updated.

Or, if you have done this, you can raise a complaint, using our online form for our complaints team to help look into the service issues.

Leanne.

Re: Cancel Contract

SAJM — Fri, 03 Apr 2026 23:18:55 GMT

What you say is simply not true.

Everytime I speak to an agent I get told a different story.

Today I looked at the Service Status Checker and no problems were reported

Earlier today I was told by a supervisor that the site in Brightlingsea by the football fields has been faulty since February and will not be attended to until the middle of this month.

Someone is telling a porkie pie.

Re: Cancel Contract

chistery — Sat, 04 Apr 2026 08:04:17 GMT

@SAJM If you have tried the various tests, then as @Leanne_T says, raise a complaint. They can look at what you've been told, all their network tools, and make a decision based on all of that.

Re: Cancel Contract

Alona123 — Tue, 14 Apr 2026 22:42:52 GMT

I want to cancel

Re: Cancel Contract

Alona123 — Tue, 14 Apr 2026 22:43:50 GMT

No I was told my payment would go up to 17 pound and it’s gone up to 38

Re: Cancel Contract

Katie_B — Wed, 15 Apr 2026 07:53:50 GMT

Good morning @Alona123.

Thanks for coming here.

I am sorry to hear your bill is not as expected.

Have you been able to view a breakdown of your bill?

If you wish to discuss leaving us please get give our customer care team a call.

Katie

Re: Cancel Contract

Rebecca432 — Mon, 08 Jun 2026 13:38:25 GMT

I want to cancelled my contract because I can't afford my contract will I get a refund

Re: Cancel Contract

Peter_W — Mon, 08 Jun 2026 15:30:37 GMT

Welcome to the Community, @Rebecca432

If you're struggling to afford your contract, I would recommend checking out our help page here; this gives a breakdown of the support options we have available to customers.

If you're currently in contract, it's very unlikely that we can end this free of charge, but if you're out of contract you can give your 30 days notice of cancellation, or request a PAC at any time to take your number elsewhere.

Peter