topic Cancellation in Broadband & Landline

Cancellation

Ejw83 — Thu, 05 Mar 2026 16:38:00 GMT

Can anyone advise if I have been provided with misleading information on cancellation?

I signed up to a contract with EE 2 days ago and unfortunately the 16 day wait for installation is unacceptable when I work from home. Another provider has offered 3 day installation.

I requested a call back from EE to discruss cancellation within the 14 day cooling off period and received their billing department who checked with cancellations and was advised I cannot cancel until my broadband is active taking me outside of the 14 day legal cooling off period.

Either this is misinformation or a deliberate attempt to deceive a customer, I'm unsure and potentially seeking advice from OFCOM.

Unfortunately I cannot get any sense from a telephone operator and the EE complaints form is not working and I am not taking any chances with this one.

Re: Cancellation

Schockwave — Thu, 05 Mar 2026 16:46:03 GMT

Hello @Ejw83 ,

Welcome to the community,

Ofcom do not deal with personal complaints and the ombudsmen will only deal with complaints once you have raised a complaint with customer service by filling in the form and have given them time to rectify. Here is the complaints form:

https://ee.co.uk/help/contact-ee/complaint

Re: Cancellation

XRaySpeX — Thu, 05 Mar 2026 17:32:27 GMT

@Ejw83 : You've been misinformed on 2 counts:

The cooling-off period starts from when you sign up & lasts until 14 days after activation. Therefore it is not a 14 day cooling-off period but longer.
You can cancel your BB any time during this cooling-off period. You do not have to wait until activation.

See EE Home Network Terms :

cooling-off period – for your price plan, the period from the date the agreement is made until 14 days after:

a. the loaned equipment (if any) is delivered;
b. the service start date; or
c. the day you receive your order confirmation;

whichever is latest.

&
5. You can change your mind
a. You can change your mind and cancel a service within its cooling-off period.