topic Re: EE 14-day cooling off period in Broadband & Landline

EE 14-day cooling off period

Jad-2 — Sat, 15 Feb 2025 17:17:17 GMT

Due to an error on my EE broadband contract and making a complaint that hasn’t been looked at over a week, I have decided to leave EE on Monday afternoon. I'll only have 3 days left on my cooling off period.

A few questions
What happens when I cancel? Do I get cut off immediately or do I have time to find a new ISP. Obviously, this is likely to take 2 weeks to switch regardless of what system I use.
I'm going to have to take a mobile sim to cover me for a couple of weeks, probably something with lots of data available.

Or if I transfer to another ISP (Sky etc) on Monday morning would I be locked into a two-week transfer period which means my EE contract runs over my 14 day opt out period and then I have to pay to get out of my contract which would be expensive.

I Would like to know if anyone else has been in this situation and could maybe advise my next step as I've never been in a situation like this with an ISP before.

thanks

Re: EE 14-day cooling off period

Christopher_G — Sun, 16 Feb 2025 15:53:33 GMT

Hi @Jad-2

Welcome to the community.

I'm sorry to hear that you've had some problems with your service. I recommend getting back in touch with our customer support team so that they can check on that complaint for you and give you the best possible information around cancelling within the 14 day cooling off period.

Chris

Re: EE 14-day cooling off period

Jad-2 — Sun, 16 Feb 2025 19:42:35 GMT

Hi @Christopher_G

I was in touch on Friday, and are now trying to fast track the complaint for Monday.

Jad

Re: EE 14-day cooling off period

Leanne_T — Mon, 17 Feb 2025 09:09:20 GMT

Morning @Jad-2

Thanks for coming back to us.

Once the complaint has been looked into the team will be in touch to let you know the next steps and what happens when the broadband is cancelled.

Let us know how you get on once the team have contacted you.

Leanne.

Re: EE 14-day cooling off period

Jad-2 — Mon, 17 Feb 2025 17:18:59 GMT

EE managed to get a resolution to us today and it was in our favour so I will be staying with EE for my broadband.

Re: EE 14-day cooling off period

Leanne_T — Mon, 17 Feb 2025 17:33:13 GMT

Hi @Jad-2

Thanks very much for coming back and letting us know 🙂

Glad this has been sorted for you.

Leanne.

Re: EE 14-day cooling off period

jasons693071 — Wed, 14 Jan 2026 20:15:05 GMT

Im looking at signing up but does the cooling off period start from date of order or the date the service goes live?

Re: EE 14-day cooling off period

XRaySpeX — Wed, 14 Jan 2026 20:27:24 GMT

@jasons693071 : When your BB service goes live.