topic Re: existing customers broadband options in Broadband & Landline

existing customers broadband options

Zyroman — Mon, 18 May 2026 15:50:12 GMT

we called into the local store at the weekend to sort our kids sim only deals which were both out of contract. The staff member said that she could offer us a whole £1 off our £59.99 900mb full fibre package. We just agreed as she said that this was the best deal she could offer. I have just looked today and the new customer price is £37. My fault, I should have checked before the visit but I hadn't realized we were out of contract. I have done a chat with them today but they said they couldn't do anything because I had an order in place so nothing was visible. the store assistant had said there was a 14 day cooling off period that I would like to activate so that we are at least free to go elsewhere. Does that scheme apply if the agreement was completed in branch?

Re: existing customers broadband options

XRaySpeX — Mon, 18 May 2026 16:03:07 GMT

You can't get the new cust prices now as you're an existing cust. The only way to get them is to leave EE & then come back, which will take at least 4 weeks. As for now you may only upgrade within EE at the prices they offer you.

Re: existing customers broadband options

JimM11 — Mon, 18 May 2026 16:44:20 GMT

@Zyroman Can you just not call up the store and have the sales person cancel your 24 month renewal for the broadband?

Re: existing customers broadband options

JimM11 — Mon, 18 May 2026 17:49:41 GMT

@Zyroman See this link below also about store purchase just in case it also has an affect regarding your renewal.

How do I cancel within my 14 day cooling period? - The EE Community

Re: existing customers broadband options

XRaySpeX — Mon, 18 May 2026 19:17:53 GMT

Unlike mobile you can cancel a BB contract within or before the 14-day cooling-off period from installation when your order was placed instore (as well as online or by phone). 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.