topic Re: Cancelling contract in Contracts & Billing

Cancelling contract

Bluey47 — Tue, 26 Mar 2024 12:20:50 GMT

Hi,

Trying to sort this out for my mum who isn't great with technology.
She was on a monthly rolling monthly contract with EE but due to needing a health-based app, needed more GB so signed up for a 12 month 35GB contract with EE without getting me to check it.
This isn't suitable for her so I suggested cancelling it and moving to a different provider. Customer services told her it would be £200 to cancel even though it is during cooling off period (contracted started 2 days ago).
They agreed to revert to the previous contract (calling the new one an uograde) but still insisted it is £200 to cancel completely.

Is this correct? Or would it be either cooling off period to cancel the new 12 month contract or simply end the previous monthly contract?

Any advice greatly received.

Thanks

Re: Cancelling contract

Chris_B — Tue, 26 Mar 2024 12:25:13 GMT

@Bluey47 how was this actually taken out? If it was in store there is no calling off period. There is only a cooling off period with online or phone sales as per the law on distance selling.

Re: Cancelling contract

Bluey47 — Tue, 26 Mar 2024 12:30:25 GMT

Thanks for replying.

Sorry, should have put in original post. It was online.

Re: Cancelling contract

chistery — Tue, 26 Mar 2024 12:33:31 GMT

I would wait till they have rolled back the upgrade and the account shows the original end dates and then ask again.

Re: Cancelling contract

Bluey47 — Tue, 26 Mar 2024 21:50:20 GMT

That makes sense

Re: Cancelling contract

Bluey47 — Fri, 29 Mar 2024 10:28:06 GMT

This is the mum of Bluey47, Thanks to my son, all is sorted and I have no leaving bill to pay at all. I still don't know how he did it. Thankyou

Re: Cancelling contract

Leanne_T — Fri, 29 Mar 2024 15:33:53 GMT

Thanks for coming back and letting us know this all sorted, I am very happy to hear this @Bluey47

Have a lovely weekend.

Leanne 🙂

Re: Cancelling contract

dannyallit — Wed, 25 Sep 2024 20:59:10 GMT

Hi, how did your son do without charges? As my daughter decided to end her contract which is started more than a month ago, original contact of 2 years, and ee says she needs to pay the remaining contract.

do you think if she’ll go for like upgrade and cancel within 14days, they will still charging my daughter? Thanks

Re: Cancelling contract

chistery — Thu, 26 Sep 2024 06:36:17 GMT

@dannyallit The OP was still within the cancellation period for the upgrade, so when rolled back it went back to the original contract dates, allowing it to be cancelled with no charges. Your daughter is outside of the returns period, so contractually is obliged to pay for the rest of the contract. Upgrading and cancelling is not a workaround or everyone would be doing it!