topic Re: EE cancelled service on me in Broadband & Landline

EE cancelled service on me

IWC1966 — Tue, 03 Jun 2025 09:21:41 GMT

Hi all. Has anyone else had the following problem? I recently received an email telling me to return all my EE broadband kit, and received the envelopes to do it. I did not request to cancel any services, and our bill payments are all up to date by direct debit. Called EE to be told my account had been cancelled, the phone number we have had for 30+ years taken away and all other services would be switched off. They told me this was an error on their system and should not have happened, but could not reverse any of it and cannot explain how it happened. The phone number is lost and we have to open a new account (with a full term contract), get a new number, and if we do not we will also lose our email addresses unless we pay extra for that full service separately. If I had cancelled within contract term I would be penalised, but they have done it to me with no penalty. A contract works both ways? Will Ofcom do anything to intervene and tell EE to compensate us? Feel I should walk away from everything BT/EE as they cannot guarantee this won't happen again to me or anyone else, and still cannot explain why this has happened. Dreadful situation, but nothing I can do about it. Beware.

Re: EE cancelled service on me

Katie_B — Tue, 03 Jun 2025 10:02:33 GMT

Hello @IWC1966.

Thanks for coming here.

I am sorry to hear this has happened and understand your frustration.

When you called our customer care team was a complaint opened on your account?

If not I would recommend completing this online form and a member of our complaints team will be in touch.

Speak soon,

Katie

Re: EE cancelled service on me

IWC1966 — Tue, 03 Jun 2025 10:14:13 GMT

A complaint has been opened. However I was told at the time that the problem could not be reversed, our phone number is lost and I can only proceed by opening a new account. I am awaiting a call back from EE for an explanation of how this has happened, why it cannot be resolved and their next steps. Should I now be speaking to the Alternative Dispute Resolution scheme that EE uses?

Re: EE cancelled service on me

Katie_B — Tue, 03 Jun 2025 10:26:03 GMT

Thanks so much for letting us know that you have a complaint and awaiting a call back @IWC1966.

EE's complaint code of practice can be found online by visiting this link.

Katie

Re: EE cancelled service on me

XRaySpeX — Tue, 03 Jun 2025 14:19:27 GMT

@IWC1966 wrote:

we will also lose our email addresses unless we pay extra for that full service separately.

EE does not provide any email service. So EE cannot make you lose your email addys; only your email provider can.

Re: EE cancelled service on me

IWC1966 — Tue, 03 Jun 2025 14:46:03 GMT

Our email addresses are all BT provided, originating from 20+ years ago. As BT services are now rebranded EE, the emails are on condition of keeping EE services or paying £7.50 to keep each working in the same way. If I don't keep EE broadband, or pay just to keep the emails, they are cancelled.

Re: EE cancelled service on me

XRaySpeX — Tue, 03 Jun 2025 14:52:34 GMT

Ah, OK, it's a condition of your BT email that you remain with EE BB to keep your email free.

BT services are not rebranded EE. They are still 2 separate cos. with their own services, products & prices with BT concentrating on business users & EE on consumers.

Re: EE cancelled service on me

IWC1966 — Wed, 11 Jun 2025 16:40:04 GMT

I today received a bill for £246.18, quoting me as ending contract early. As EE ended the contract on me, I will be claiming that from EE. Not a single call from EE since I called on 2 June to explain, apologise, or offer a solution. Told today that I have to recontract for 2 years with BT as my contact details are now indelibly linked to a closed EE account. I also have to get a BT router, which is why I switched to EE as the older BT router was not effective enough. I can, of course, now go elsewhere. Still no working home phone, and our number lost. Just received an email saying my case is closed. It is not resolved, and the ombudsman/Ofcom will have to get involved.

Re: EE cancelled service on me

Peter_W — Thu, 12 Jun 2025 07:43:01 GMT

Hi again @IWC1966.

I can totally appreciate this will have come as a shock to you, and am disappointed to hear you've not had any further updates since you last spoke with us about this.

With any case, if you're not satisfied that it has been resolve you can reopen it at any point within the 28 days from when it was closed.

If we were still unable to agree on a resolution from there, it would then be referred to deadlock and can be taken to the Ombudsman for independent review.

This is definitely a strange one, but if you get back in touch, or go for the complaint option @Katie_B highlighted, I'm confident we can get this resolved.

Peter

Re: EE cancelled service on me

Rbc2 — Fri, 13 Jun 2025 20:35:04 GMT

This happened to me today too. My broadband and home phone had only been in place with EE for 6 days (I had moved home and switched to EE) and suddenly I get an email saying they are sorry to see me go and can they have their equipment back!!! I called and they said they had received a request to move my contract to another provider. This is nothing to do with me. Why would i transfer after only having the service for 6 days? And when it had taken over a month to organise and several calls to get my old number transferred over?? But there was nothing customer services could do. It couldn't be reinstated. Like @IWC1966, I lost all my services, my account and my old number (which had been in place for only 24 hours) and had to start from scratch again. I have to have a new contract, new equipment, set up a new email address, and request my old number be transferred all over again!!! It's appalling that this can happen without my knowledge and without anyone checking that I wanted to cancel or transfer. I clearly didn't transfer to a new provider accidentally (which customer services tried to suggest) because I have had no contact from anyone else and I have no broadband from anyone else. EE had no visibility on who authorised this transfer or which company requested it. How is this possible?! It's a terrible situation. All I can think is that EE has been hacked. It makes no sense.

Re: EE cancelled service on me

Rbc2 — Fri, 13 Jun 2025 20:46:13 GMT

I just received the email saying that my complaint has been closed. It is SO not resolved. It was only opened this afternoon. Does anyone know how to reopen it?

Re: EE cancelled service on me

IWC1966 — Fri, 13 Jun 2025 21:17:44 GMT

I have had three emails telling me my complaint is closed, which it is not. They can reopen complaints within a limited period of time if you ask. I did, then they closed it again. Several emails and texts demanding equipment back or I will be further charged. No calls back to help, despite promises to do so. The only call I have received is from BT sales saying they notice I have looked at their broadband options and asking me if I want a contract with them. All along EE have said they know it is a system error and is their mistake, but they cannot reverse it. I have pointed out that contracts work both ways and as they demanded £250 from me, I can claim that from them as it is their breach. They said they won't compensate, won't offer me any reduction on a new contract and it will have to start again. Also told me that they don't offer 12 month contracts, only 24, which is untrue. I will definitely be following this up with Ofcom.

Re: EE cancelled service on me

zulu17 — Fri, 13 Jun 2025 21:55:42 GMT

I would suggest that

you write a complaint to BTGroup CEO whoose email address can be found with simple google search and that will get referred to executive level complaints and get some action for you

Re: EE cancelled service on me

Lesley_W — Sat, 14 Jun 2025 09:05:19 GMT

Hi @Rbc2

Welcome to our community.

I'm sorry to hear of your experience and that your complaint has been closed without a resolution. Our team will be able to reopen the complaint and work on getting this sorted for you. You can see the ways to contact them here Make a Complaint.

Lesley

Re: EE cancelled service on me

IWC1966 — Sat, 14 Jun 2025 10:06:25 GMT

Yes, I was told this before. I did reopen it, twice. Twice it was closed again with no call nor resolution.

Re: EE cancelled service on me

Leanne_T — Sun, 15 Jun 2025 12:02:14 GMT

Hi there @IWC1966

Thanks for coming back to us.

I am sorry, we don't have access to your account on the community. If the complaint has been closed and you've not been contacted, this can be reopened at any point within 28 days from when it was closed, so I would definitely get back in touch and request to reopen the complaint.

You can find full details of our complaints process in our complaints code of practice as @Katie_B has provided.

Thanks

Leanne.

Re: EE cancelled service on me

IWC1966 — Sun, 15 Jun 2025 15:06:09 GMT

As I replied already: "Yes, I was told this before. I did reopen it, twice. Twice it was closed again with no call nor resolution."

This is one of the problems: employees of BT / EE reading from a script, or copy and pasting a reply without examining the problem fully. No one at the company actually helps or comes up with a response to the actual problem, if the problem is remotely difficult or not in the handbook. Hence you have typed what colleagues have already said twice and not read my comments. Your system is flawed and immovable, and nothing gets resolved or fixed.

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Re: EE cancelled service on me

Askerr — Wed, 03 Sep 2025 12:00:03 GMT

Cancel my broadband and sims send me a final bill thanks

Re: EE cancelled service on me

XRaySpeX — Wed, 03 Sep 2025 12:26:38 GMT

@Askerr : This user discussion forum can have no access to your specific account. You need to cancel these with CS by giving your 30-days notice..