topic Unable to cancel contract due to customer service line down in Contracts & Billing

Unable to cancel contract due to customer service line down

logrunner — Fri, 06 Dec 2024 17:05:00 GMT

Hello,

I've been trying to cancel my contract for 3 days now and phoned the number 0800 956 6000 multiple times each day, but each time I follow the options to cancel a contract the line eventually says something like 'This line is temporarily unavailable - please try again later - sorry for the inconvenience' and then it hangs up.

I can't see any other way to cancel my contract - and now I will be charged for 3 additional days (at least) when it was impossible to cancel.

Anyone got any suggestions what I can do?!?

Thanks

Re: Unable to cancel contract due to customer service line down

Chris_B — Fri, 06 Dec 2024 17:08:46 GMT

@logrunner Have you tried just calling 150 from your EE device?

Re: Unable to cancel contract due to customer service line down

Matt_124 — Fri, 06 Dec 2024 17:09:32 GMT

What product is it you are trying to cancel?

Re: Unable to cancel contract due to customer service line down

Northerner — Fri, 06 Dec 2024 17:10:29 GMT

Hi @logrunner

That's the wrong number that's why. Use 150 from your handset or the number here:

https://ee.co.uk/help/contact-ee

Thanks

Re: Unable to cancel contract due to customer service line down

Chris_B — Fri, 06 Dec 2024 17:20:04 GMT

@Matt_124 Doesn’t matter what the contract is for, 150 from any EE device will get customer support. Mobile or landline.

Re: Unable to cancel contract due to customer service line down

Matt_124 — Fri, 06 Dec 2024 17:21:56 GMT

Thanks @Chris_B

Was going to try and get them a different number in the case that it was BB Only and/or on a non-EE mobile.

Re: Unable to cancel contract due to customer service line down

Chris_B — Fri, 06 Dec 2024 17:28:05 GMT

@Matt_124 I’m pretty certain it’ll be mobile contract.

You don’t need to terminate a BB you just change providers and the new ISP takes care of everything else. Unless you are going cellular or out of the UK.

The same could be said here but that’s not the question so best not to answer with anything else, it can just confuse people.

Re: Unable to cancel contract due to customer service line down

Matt_124 — Fri, 06 Dec 2024 18:12:08 GMT

I don't really see where you're coming from, it is a pertinent piece of info to understand the issue and advise the OP on how best to go about it as they didn't specify what they're trying to cancel and may not be calling from an EE device.

Much the same as when you go to the Contact Us page, it asks what product it's in regard to before giving number options.

I appreciate your opinion nonetheless.

Re: Unable to cancel contract due to customer service line down

XRaySpeX — Fri, 06 Dec 2024 19:20:42 GMT

@Matt_124 : Ask away your Qs. This is a forum where many heads may have differing views of the same matter.