topic Re: Still being charged despite cancelling? in Broadband & Landline

Still being charged despite cancelling?

Virakal — Wed, 18 Mar 2026 17:55:23 GMT

We changed internet providers recently, and HyperOptic (new provider) assured us they would be contacting EE to make sure our account was switched over. They later confirmed that this communication had indeed taken place and was all sorted.

However, EE have continued to charge us for broadband. We haven't been able to get in touch with them via phone. Any advice on what to do? Has anyone else had this problem when switching?

Re: Still being charged despite cancelling?

JimM11 — Wed, 18 Mar 2026 18:24:11 GMT

@Virakal Did you NOT get any EE e-mail at the changeover time? You want to take it all up with HyperOptic and do keep trying to call EE, and when you do get through cancel your package with the 30 days notice!

If the EE bill was in the pipeline it still happens, then when EE gets the account closed UP TO 30 day's later any refunds due are all paid back, so you need to check were you are in the cycle of things!

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Re: Still being charged despite cancelling?

XRaySpeX — Wed, 18 Mar 2026 18:25:36 GMT

You don't need to give 30 days notice when switching outside your min. term.

Re: Still being charged despite cancelling?

Linzi_H — Thu, 19 Mar 2026 08:12:06 GMT

Hi @Virakal

I'm disappointed to hear that you've been having some trouble getting in touch with us to discuss this further.

Here is the best contact information to talk with our team 👉 Contact Us About Broadband

Linzi

Re: Still being charged despite cancelling?

Virakal — Fri, 20 Mar 2026 16:49:53 GMT

That's the same phone number I used, and it just continues to say my number isn't recognized. I haven't been able to get through to a person at all. Is there an online chat or an email I could use to contact you guys?

Re: Still being charged despite cancelling?

XRaySpeX — Fri, 20 Mar 2026 16:48:37 GMT

There is no number to be recognised when phoning up about BB. You must have somehow taken the option for mobile.

Try calling EE CS on the Freephone no.(Opt 1) in my sig.

Re: Still being charged despite cancelling?

Virakal — Sun, 22 Mar 2026 15:05:53 GMT

Ah interesting, I definitely hit the option for broadband and it still asked for a number. Will keep trying, thank you!

Re: Still being charged despite cancelling?

Virakal — Sun, 22 Mar 2026 16:29:41 GMT

Have finally gotten through to a human, thanks all for your responses and help!