topic Re: EE is Hotel California - you can never leave in Broadband & Landline

EE is Hotel California - you can never leave

VivekR — Mon, 01 Sep 2025 18:32:19 GMT

Need to terminate my home broadband account.

Should be a matter of a few clicks, and I should not have to waste more than 5 mins doing so.

or so, I thought..

1. cannot see any option on the EE website to do this.

2. They have no email address listed for this.

3. Calling the support line is a complete joke and a waste of time, eg I called thrice today itself and wait periods went up from 10, to 20 to 30 minutes.

Anyone else experienced this issue? Can we not complain to some regulator or trading standards about this deliberate hurdles being put for customers wishing to end their contract?

Re: EE is Hotel California - you can never leave

XRaySpeX — Mon, 01 Sep 2025 19:02:57 GMT

@VivekR :

You cannot cancel online.
EE provide no email contact.
You need to call CS to give your 30-days notice to cancel. Try calling CS on the Freephone no. (Opt 1) in my sig.
You could of course migrate your BB to another ISP & not contact EE at all.

Re: EE is Hotel California - you can never leave

Chris_B — Mon, 01 Sep 2025 19:42:51 GMT

@VivekR. Deliberate hurdles ! being on hold because other customers like you want to speak with customer support. Yep those pesky other customers making you have to wait. How dare they want to speak with customer support when you want to, how rude of them.

Re: EE is Hotel California - you can never leave

VivekR — Mon, 01 Sep 2025 19:49:03 GMT

EE could have enabled the option of using the website, or given an email based contact.

So that customers do NOT have to call, you have fewer people waiting?

How about that? I guess you missed the whole point.

Re: EE is Hotel California - you can never leave

Chris_B — Mon, 01 Sep 2025 20:09:28 GMT

@VivekR Emails don’t work as you are always waiting on a reply. Plus the fact other customers will think they can use that email address for other purposes. It’ll just get rammed full of emails that will not get a response as it’s not relevant for the purpose it was setup for.

Do EE advertise any other method to terminate a contract without having to call customer support? It might not be what you like it’s how EE chooses to do this and that’s EE choice on yours.

Im certain all ISP require you to call your terminate if your not switching ISP as the new ISP will handle this for you. Yes I just did a quick google search on this. So who ever you might go with in the future you’ll need to call to terminate. Best of luck.

Re: EE is Hotel California - you can never leave

XRaySpeX — Mon, 01 Sep 2025 20:16:07 GMT

Stay at the Hilbert Grand Hotel - you can always get in; it's never full.

Re: EE is Hotel California - you can never leave

VivekR — Mon, 01 Sep 2025 20:35:25 GMT

Email is a written record of the notice.

Looks like there are EE marketing guys impersonating and infesting this forum.

Normal EE customers wouldn't have so much spare time to write lengthy replies defending this pathetic and deliberate hurdles for something as simple as an account closure.

Re: EE is Hotel California - you can never leave

Matt_124 — Mon, 01 Sep 2025 20:58:56 GMT

The definitive answer for ways to cancel your Broadband is here, no matter what would be nice or ideal for yourself at the end of the day:

https://ee.co.uk/help/profile/leaving-ee/cancel-my-broadband-landline-or-tv-plan

This is very much in line with most of the industry, despite your ire being directed solely at EE.

Feel free to lobby the industry regulators, I wish you the best of luck in driving forward the change you want to see in the world.

Re: EE is Hotel California - you can never leave

VivekR — Tue, 02 Sep 2025 01:15:30 GMT

Yes, that was a part of my original post, WHY should we tolerate this nonsense, and what is the best way out.. before several EW marketing folks and EE Fanboys jumped in to defend this .

For those thinking ooh.. how is this possible, let's endure the pain. .. Several years ago, getting a PAC code from mobile providers was also a similar cumbersome process

Ofcom came up with new guidelines, and they can no longer do that nonsense anymore.

Re: EE is Hotel California - you can never leave

XRaySpeX — Tue, 02 Sep 2025 01:22:46 GMT

@VivekR wrote:
Looks like there are EE marketing guys impersonating and infesting this forum.

Where? All the replies you've had have been ordinary users here to advise other users.

Re: EE is Hotel California - you can never leave

XRaySpeX — Tue, 02 Sep 2025 01:41:07 GMT

@VivekR wrote:
getting a PAC code from mobile providers was also a similar cumbersome process
Ofcom came up with new guidelines, and they can no longer do that nonsense anymore.

Same for BB! You don't even need to get the equivalent of a PAC. It's now One Touch Switch (OTS). Just apply to another ISP & not contact EE at all. No notice required.

Re: EE is Hotel California - you can never leave

VivekR — Tue, 02 Sep 2025 01:56:42 GMT

I am NOT moving to another provider.

Not sure why should anyone be defending such practices by EE or any broadband provider. Very curious indeed

I thought it was a consumer 's forum, clearly mistaken.

Re: EE is Hotel California - you can never leave

bristolian — Tue, 02 Sep 2025 07:25:49 GMT

@VivekR wrote:
Not sure why should anyone be defending such practices by EE or any broadband provider. Very curious indeed

When finding yourself upset with an EE-process that is very much industry-standard and common-practice across the majority of providers, you won't be the first to make an accusation that those pointing this out, are "defending" EE or are "paid stooges" or somesuch,

I doubt you'll be the last either. It's been suggested that you should direct your efforts at Ofcom, the industry regulator, who are in a position to regulate for changes that could be enforceable across all providers. Perhaps the suggestion of mandatory online cancellation pages has some mileage, perhaps it doesn't - but this is likely to require development and in-turn, budget.

EE have many processes that are questionable or cause unnecessary hardship and/or avoidable inconvenience. I wouldn't personally include the cancellation one in that category, but that's based on being a regular user on here and thus having experience - and some understanding - of the topics that regularly crop up.