topic Re: Difficult to leave ee in Contracts & Billing

Difficult to leave ee

Jperrott82 — Fri, 02 Sep 2022 09:15:20 GMT

It shouldn't be this difficult to leave ee. Unable to cancel on the app. Tried doing the live chat but told they cannot do it and was told to txt a number for info which just directed me back to the website to cancel. I've been on hold for over 30 minutes and no answer.

Should not be this difficult to get a pac number and cancel.

Re: Difficult to leave ee

XRaySpeX — Fri, 02 Sep 2022 09:42:52 GMT

As you want to keep your number, text PAC to 65075. It will respond with your PAC & how much you will have to pay if you are still within your min term. Give the PAC to new provider. This will have the effect of cancelling your EE contract but you may be liable to pay early termination fees. Best to do this in last few days of your contract term so you have little or no overlap.

Re: Difficult to leave ee

MaryDÓ — Wed, 14 Sep 2022 21:01:09 GMT

but did you read the problem at least before answering or do you write random things? if he sends the message to 65075 unlike any other company EE nicely sends you to the site where it is impossible to obtain the pac code, I am in the same situation and tomorrow I will make a video to explain it to those who think of becoming a customer of this sect from which it is impossible escape

Re: Difficult to leave ee

XRaySpeX — Wed, 14 Sep 2022 21:15:21 GMT

@MaryDÓ : How do you work that out? You send the text to 65075 & it responds within a minute by text with the PAC & other info. It is mandated by Ofcom rules. I can't wait to see your video showing otherwise.

Re: Difficult to leave ee

Leanne_T — Thu, 15 Sep 2022 06:48:45 GMT

Hi @MaryDÓ

What happens if you log in to My EE and go to Menu > Account settings > Leave EE?

Leanne.

Re: Difficult to leave ee

lizrobinson38 — Thu, 22 Sep 2022 05:40:02 GMT

That should work - which would be fine except when My EE is offline (like now). I'll try the text thing ...

Re: Difficult to leave ee

lizrobinson38 — Thu, 22 Sep 2022 05:49:56 GMT

I want to leave EE and need a PAC code but I'm not sure what will happen if I request the PAC code (via that text number) without having first told EE that I am leaving. MyEE (web/app) is currently not available for me to do it that way.

Am I right that my account would not end until I've activated the PAC code (i.e. when I have started with my new provider)?

And I'm on a month-by-month payment arrangement, so I think that means the most I would have to pay is the next month's fee?

thanks

Re: Difficult to leave ee

James_B — Thu, 22 Sep 2022 06:59:38 GMT

Hi @lizrobinson38,

Welcome to the EE Community. 🙂

That's right, your EE account won't be cancelled until you use your PAC code.

For information about your final bill, please see What happens to my phone bills if I leave EE?

Hope this helps.

James

Re: Difficult to leave ee

Mish9191 — Mon, 03 Oct 2022 13:19:54 GMT

I am having the same issue! I’ve called four times and been on hold for 20-30 mins each time! Rather infuriating

Re: Difficult to leave ee

James_B — Mon, 03 Oct 2022 13:53:32 GMT

Hi @Mish9191,

Welcome to the EE Community.

I'm sorry to hear you've had problems getting in touch. Have you tried calling at a different time of day?

James

Re: Difficult to leave ee

Chr15W — Wed, 05 Oct 2022 06:26:31 GMT

this "leave EE" thing you talk about is mythical.
ive never seen it
😡

Re: Difficult to leave ee

Chr15W — Wed, 05 Oct 2022 06:27:14 GMT

Also its not helpful because you still need to phone them up and have them pick up the phone after 3 hours on hold

Re: Difficult to leave ee

Christopher_G — Wed, 05 Oct 2022 08:10:36 GMT

Hi @Chr15W

Welcome to the community.

If you're looking to port your number to another network, just text PAC to 65075

If you're leaving to another network, but you don't want to keep your number, text STAC to 75075

Or take a look at this article: How do I cancel my contract with EE?

Chris

Re: Difficult to leave ee

vfrustrated — Mon, 14 Nov 2022 13:15:07 GMT

I have been trying similarly, and found the website, telephone customer service, chatbot and also the EE community unhelpful

Managed it finally by trying the new service provider online (the store had been unhelpful)

When registering with the EE Community I tried usernames 'annoyed' and frustrated' but both already in use - I am not surprised

I am sure the community can be helpful but it feels like EE do not provide knowledgeable customer service agents, and the chatbots are spectacularly unhelpful

I am leaving EE because of price of new contract, and disappointed that after years of loyalty they can't offer anything competitive, but the website experience, not only on this occasion, adds to the reasons to leave

Re: Difficult to leave ee

Hajer — Sun, 20 Nov 2022 08:16:31 GMT

I couldn't find menu account settings leave ee as advised on the web

Re: Difficult to leave ee

James_B — Sun, 20 Nov 2022 08:46:32 GMT

Hi @Hajer,

Welcome to the EE Community. 🙂

Are you moving your service to another provider?

Are you a mobile or home broadband customer?

James

Re: Difficult to leave ee

changer23 — Thu, 05 Oct 2023 11:08:54 GMT

If you want to leave EE good luck. There is no menu > account settings > leave ee as described. It says "thinking about leaving EE" and a whole lot of articles about porting your number. I have moved abroad and don't want to port my number, just leave EE. I have been on chat for 40 mins, confirming, authorising, etc and now they transfer me to something called "Retention" which makes no sense to me as I want to leave!
The message says "We're transferring you to our team. The expected response time is within 30 minutes." Hahaha what a joke.

And why on earth do I have to give 30 days notice?! Really? 24 - 48hrs maybe.

I am way out of contract, not interested in porting my number or transferring to prepay - just wanna leave - is it that hard to understand what your customers are asking??

Well back on to chat....

1 hour later and the chat says I am now speaking to someone new - "Thanks for choosing this method of contact today.
To make you aware this is not an instant messaging service and there can be a wait up to 30 minutes to be answered and also upward of 30 minutes between replies."

Yes I understand, it is very very frustrating waiting. Can you understand that waiting 30 minutes for a reply is really unacceptable after being online for an hour just to cancel my number? Do you know how frustrating that feels for customers?