topic Re: Billed After Cancelling While In Cooling Off Period And No Service in Contracts & Billing

Billed After Cancelling While In Cooling Off Period And No Service

domg — Fri, 19 Jun 2026 19:01:58 GMT

Hi,

I recently moved home and due to the fibre duct access being blocked I had to find a short contract solution - 4G hub.

I found the connection to be poor and so after realising I had access to the Virgin Media network I decided to go monthly with them until the fibre was available. Once the VM was available I spoke to several people at different customer service departments about cancelling the contract.

I eventually got someone to cancel the contract- they said they did - and asked if I'd get a confirmation email - nothing - and I have just been billed £42.12. When my contract was supposedly cancelled, the 4G hub was disconnected - no network. So I have been charged when I was assured the contract was cancelled and have paid for a service that was not available.

Re: Billed After Cancelling While In Cooling Off Period And No Service

Northerner — Fri, 19 Jun 2026 19:25:51 GMT

Hi @domg

Sounds like you have paid for the service period you used.

Your bill will say but if not then you'll need to speak to EE CS on 150.

Thanks

Re: Billed After Cancelling While In Cooling Off Period And No Service

XRaySpeX — Fri, 19 Jun 2026 20:09:10 GMT

Where did you get that mobile router? Did you return it to EE when you cancelled?

Re: Billed After Cancelling While In Cooling Off Period And No Service

domg — Fri, 19 Jun 2026 21:13:46 GMT

From a shop. Signed on 06/06/26 and cancelled on 11/06/26. No mention of returning the hub when I spoke to EE on the phone. Asked if the direct debit would be cancelled/email confirmation and they were confident but non-specific. The network was cutoff from the 4G router because it went down straight after the phone call. Seems weird that I'd pay for a month and only get 5 days of service. Service team weren't great, multiple departments and they could not find my account or details. Seems dodgy.

Re: Billed After Cancelling While In Cooling Off Period And No Service

XRaySpeX — Fri, 19 Jun 2026 21:19:58 GMT

From an EE shop? There is no statutory 14-day cooling-off period available from an EE shop.

How much did you pay for it at the shop? Did you commit to a contract & for how long?

Re: Billed After Cancelling While In Cooling Off Period And No Service

domg — Fri, 19 Jun 2026 21:20:31 GMT

I was told on the phone - broadband team that 14 day was a thing. Why the difference?

Re: Billed After Cancelling While In Cooling Off Period And No Service

domg — Fri, 19 Jun 2026 21:26:09 GMT

See message. What's strange is that no one could find my account and my account handle was 'PRE PAY PRE PAY PRE PAY' It's really not quite right. Ombudsman I think then. You can't tell someone the contract has been cancelled when it hasnt, and told the direct debit 'should be cancelled'.

Re: Billed After Cancelling While In Cooling Off Period And No Service

XRaySpeX — Fri, 19 Jun 2026 21:29:25 GMT

The diff is that a bricks-&-mortar store isn't a online or phone sale & so the statutory cooling-off period doesn't apply there.

You may have been told that there is a 14-day cooling-off period applied to fixed Home BB by a BB team but, again, that doesn't apply to mobile BB.

If you signed up to a contract in the EE store you may find you are continually charged monthly until you properly cancel & pay the Early Termination Fees.

Re: Billed After Cancelling While In Cooling Off Period And No Service

XRaySpeX — Fri, 19 Jun 2026 21:33:39 GMT

You can't resort to the Ombudsman yet. You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: Billed After Cancelling While In Cooling Off Period And No Service

domg — Fri, 19 Jun 2026 22:34:53 GMT

It seems like that you work for EE. I can go to the ombudsman now because it doesn't matter either way. I was hoping for advice from someone who has had the same experience.

Re: Billed After Cancelling While In Cooling Off Period And No Service

domg — Fri, 19 Jun 2026 22:39:20 GMT

I was told verbally that it was cancelled- but tell me honestly- if I have been charged for a month why has the service been cut off after 6 days? That's paying for no service, which I think I can claim against. You should have some audit logs?

Re: Billed After Cancelling While In Cooling Off Period And No Service

domg — Fri, 19 Jun 2026 22:56:07 GMT

Then who said "yes, that's been cancelled" !? Audit for the phone recording?

Re: Billed After Cancelling While In Cooling Off Period And No Service

XRaySpeX — Sat, 20 Jun 2026 01:19:23 GMT

No, I'm just a user like you.

No, you can't go to the Ombudsman until you have a formal complaint in with EE for 6 weeks or it has reached deadlock.

Re: Billed After Cancelling While In Cooling Off Period And No Service

garybs29 — Sat, 20 Jun 2026 05:34:06 GMT

I reckon this could be the first bill in advancel & a final bill could be due IF it was cancelled properly. If cancelled within 14 days would need to be returned too. Regardless a call to customer service is right process not a complaint to ombudsman as they'll just as k if complaints process has been followed so a waste of time

Re: Billed After Cancelling While In Cooling Off Period And No Service

domg — Sat, 20 Jun 2026 09:03:30 GMT

Thanks for your help. In the end it has been resolved and I am quite pleased that it has been resolved quickly without any stress. Thanks