topic Re: Returning a phone on contract in Contracts & Billing

Returning a phone on contract

Hannahjp — Mon, 04 Mar 2024 18:15:24 GMT

I got a new phone on contract about a month or two ago, I don't like the phone as the im having trouble with calls with my family and friends because of bad signal due to calling on different phone and I just want to return the phone, however its still early in the contract and I'm past the 14 day return, I want to cancel the contract and send the phone back and switch back to my EE sim only plan for my old phone.

I got a text message from 85075 telling me that I would have to pay a cancellation charge of over £1000 which I cannot do, will I get charged this amount even if I want to return the phone?

Re: Returning a phone on contract

Northerner — Mon, 04 Mar 2024 19:03:19 GMT

Hi @Hannahjp

The answer is yes.

To exit your plan you'll need to pay off your remaining contract term. I suggest speaking to EE CS to establish what can be done.

Can you access EE WiFi calling service.

Thanks

Re: Returning a phone on contract

bristolian — Mon, 04 Mar 2024 19:28:39 GMT

Distance sold contracts, such as those conducted by phone or online, come with a statutory 14days "change of mind" right of return. You're clearly beyond that, so a preferable option would be to establish the cause of your issues and thus rectify them.

Can you explain some more details about the problems you're having with calls - are they happening in a specific location or more generalised? Do other EE users have similar issues in these locations?

If you still have access to your old phone and have tested your SIM in it, are the issues still apparent? There may be a fault with your new phone if the issues only occur when using it.