topic Re: Early cancellation fee in Contracts & Billing

Early cancellation fee

alain38 — Fri, 21 Mar 2025 07:58:47 GMT

I moved from EE to Lycamobile in November without realising my contract had just renewed with EE. Bad service from Lyca so decided to move back to EE but trying to cancel with Lyca has been difficult and I am still awaiting my PAC code. EE were aware and I have been paying them £23 a month - I thought to keep my account open. I have a case with Resolver to sort out my Lyca problem. EE said as long as I pay the £23 a month I wouldn't be charged early cancellation fee. They sent me a new SIM which I have not used. Then yesterday I received a letter saying that the £46 I had paid had actually come off the early cancellation fee and that the whole amount of £400 plus fees had been sent to a debt collection agency. I called EE billing but could get no answer to this. I feel I have been badly treated and given wrong information. I have been an EE customer for many years and wanted to stay with them.

Re: Early cancellation fee

Chris_B — Fri, 21 Mar 2025 08:16:09 GMT

@alain38 Contracts don’t just renew on there own they need you to initiate an upgrade because at the minimum term they change to a 30 day rolling contract.
porting your number away from EE will close the account and any outstanding contract term will be required to be paid as you closed the account. you can not be billed to keep the account open as it’ll have no phone number associated with it.

Re: Early cancellation fee

Chris_S — Fri, 21 Mar 2025 10:44:34 GMT

Hi @alain38 Just to echo @Chris_B When you port your number away from EE, your account would close down, we don't have any option to keep the account active without a number or with a new number.

If you feel that you have been misadvised, you can make a complaint via our Complaint form or with one of our guides over the phone.

You can find a link to our Contact Us page here

Chris S