topic Re: I need to cancel sim only upgrade in Contracts & Billing

I need to cancel sim only upgrade

Siouxsie00 — Wed, 21 Aug 2024 19:27:44 GMT

I upgraded a SIM only deal 9 days ago. I need to cancel but I'm being told I will be charged over £300 to cancel. I'm within 14 days cooling off period.

I have multi lines (2 to be exact). I need to cancel recently upgraded one due to a relationship break down as my ex would like to keep the same number.

I will be keeping my own number and staying with EE just need to cancel the other line.

I am getting nowhere with people on the phone and I don't understand why I will be charged if I'm still within the 14 days of the upgrade

Help please

Re: I need to cancel sim only upgrade

bristolian — Wed, 21 Aug 2024 20:09:33 GMT

What was the nature of this upgrade, and how did you action it?

Was this merely a change of price-plan, or a purchase of new phone with associated plan?

If the latter, did you do so via a retail shop? Or online/telesales? Instore retail shop purchases have no statutory "change of mind" right of return.

Re: I need to cancel sim only upgrade

Siouxsie00 — Wed, 21 Aug 2024 20:20:50 GMT

Hi,

It was just a change of plan as the phone was purchased separately. The upgrade was done over the phone as I was originally going to do a transfer of ownership of that number. I was told that it would be better to upgrade then transfer ownership.

Now I'm told I can't cancel or transfer 😭 without paying £££

Re: I need to cancel sim only upgrade

Profile closed — Wed, 21 Aug 2024 21:03:30 GMT

Have you filled in the return form at Return request form | Help | EE to request for the new contract to be cancelled?

Once the new contract is reversed, as long as the previous plan was out of contract, you can use a pac code to transfer the number away from EE without a termination fee.

Alternatively, if your partner would like to take ownership of the new SIMO contract and number as it is, you can setup a Change of ownership by calling 150. If you can not be together, you can setup a temporary password, which your ex can then call with and take it into his own name so long as they can pass a credit check for a new account.

Re: I need to cancel sim only upgrade

bristolian — Wed, 21 Aug 2024 21:21:47 GMT

A change of price-plan is a distance sale for the purpose of the regulations that provide the statutory 14days "change of mind" right of return.

Anyone who tells you otherwise is wrong, you should hopefully be given the correct advice if you were to callback and speak to someone else.

Re: I need to cancel sim only upgrade

Siouxsie00 — Fri, 23 Aug 2024 21:52:05 GMT

I just want to say thanks to your help.

I have it all sorted now. Before I posted here I did the online form. Got an email saying the reversal would take up to 48 hours.

My ex now has his Pak code.

I think the issue was the people I spoke too just heard leaving and assumed I wanted to leave hence the hefty price.

I managed to sort it without actually speaking to someone.

If anyone from EE reads this the first person I spoke to was awesome. Can't remember his name but from E.K. maybe 12/8/24

The other 2 may need some training in listening 21/8/24.

Anyhow thanks peeps 😘😘