topic Re: Stop cancellation of broadband/landline on 29 Dec in Broadband & Landline

Stop cancellation of broadband/landline on 29 Dec

sushma1 — Fri, 26 Dec 2025 10:05:59 GMT

EE Customer is closed today as well

Please advise as I want to put a STOP to closing my account on Monday 29th of December

Landline number is *************

Spoke to Oliver/Hull customer services on 14 December to close the account

[Mod edit - removed landline number. Please do not post personal details in the community]

Re: Stop cancellation of broadband/landline on 29 Dec

Northerner — Fri, 26 Dec 2025 09:15:39 GMT

Hi @sushma1

You should be able to speak to someone tomorrow but given the dates you're leaving it late to stop and the cancellation request which you made on the 14th it maybe too late.

Thanks

Re: Stop cancellation of broadband/landline on 29 Dec

sushma1 — Fri, 26 Dec 2025 09:48:44 GMT

Hello

Thank you kindly for a swift reply

14 days advance is required to cancellation

I was due to relocate to India on 30th of Dec hence close the account

My dear Mum became ill on 24 Dec evening and hospitalised

Hence have to delay

Hope EE are able to assist in any way due to the reason,

Loyal EE customer for 19 years as well for mobile over 19 years

Re: Stop cancellation of broadband/landline on 29 Dec

JimM11 — Fri, 26 Dec 2025 09:49:09 GMT

@sushma1 Have also reported your posting to the Mod to get your number removed, DO NOT post any personal details when you post to the Public Forum!

Re: Stop cancellation of broadband/landline on 29 Dec

Michael_D — Fri, 26 Dec 2025 10:09:07 GMT

Hi @sushma1

I am sorry to hear of you mum being ill. I hope she is on the mend soon.

Our teams are available to speak to today from 10am to 4pm. If you give them a call, they will be able to see if they can stop the cancellation.

Michael

Re: Stop cancellation of broadband/landline on 29 Dec

sushma1 — Fri, 26 Dec 2025 10:40:47 GMT

Hello Micheal

Thank you for your kind reply

Tried contacting customer services & they're not available today

0800 7978586 & 0800 956 6000

Would there be any other number to try ?

Re: Stop cancellation of broadband/landline on 29 Dec

sushma1 — Fri, 26 Dec 2025 10:42:51 GMT

Hello JimM11

Sorry & thank you for bringing to my attention

Thank you so much for notifying the relevant to have my number removed

Re: Stop cancellation of broadband/landline on 29 Dec

Michael_D — Fri, 26 Dec 2025 10:47:06 GMT

The best option would be our billing guides to start with @sushma1, who are definitely available today.

If you have an EE mobile, you can dial 150, or from any other phone, try 03301231105.

Michael

Re: Stop cancellation of broadband/landline on 29 Dec

JimM11 — Fri, 26 Dec 2025 10:49:00 GMT

@sushma1 This as well for another number if you need, just dial 150 from your home phone should connect i think!

Re: Stop cancellation of broadband/landline on 29 Dec

XRaySpeX — Fri, 26 Dec 2025 11:30:00 GMT

Not today. They are closed. That includes +44 800 079 8586 & +44 3301231105.

@Michael_D : The nos. you gave might very well be open for mobile (Opt 2) but they are not for BB (Opt 1).

Re: Stop cancellation of broadband/landline on 29 Dec

Michael_D — Fri, 26 Dec 2025 11:42:34 GMT

We've checked the opening times and the broadband guides are open for account/billing queries and tech queries today @XRaySpeX. The Home connections team is closed today , and all broadband lines were closed yesterday.

I've just tried calling myself and got through to someone when choosing the billing options for broadband.

Michael

Re: Stop cancellation of broadband/landline on 29 Dec

sushma1 — Fri, 26 Dec 2025 11:37:12 GMT

Thank you Micheal ,

Tried your contact number and yes customer service team are available today .

However only for mobile enquiries, broadband/landline closed & to call tomorrow resuming to normal service

Spoke to Ben /Ireland in mobile billing team and he assured that broadband team should be able assist & stop the cancellation with out any issues.

Thank you once again..

Re: Stop cancellation of broadband/landline on 29 Dec

sushma1 — Fri, 26 Dec 2025 11:38:14 GMT

Hello,

Thank you kindly for the further update

Re: Stop cancellation of broadband/landline on 29 Dec

XRaySpeX — Fri, 26 Dec 2025 11:44:31 GMT

Well, @Michael_D , I phoned the 2 nos. I mention above & selected Opt 1, BB, Home Phone etc.. Both pass you to "BT are committed to providing excellent CS ...." then in next breathe "Sorry, we are closed!".

Re: Stop cancellation of broadband/landline on 29 Dec

Michael_D — Fri, 26 Dec 2025 11:45:37 GMT

I'll pass that on @XRaySpeX. I just called 150 and went through the broadband options to get through.

Michael

Re: Stop cancellation of broadband/landline on 29 Dec

sushma1 — Fri, 26 Dec 2025 12:11:23 GMT

Yes get through options i.e select billing ,leave EE

Thereafter informs festive period our opening hours have changed please call back normal hours etc ......goodbye

Select an option & will receive the above message