topic Re: Could someone please help me. We cancelled our account at the end of August. in Broadband & Landline

Could someone please help me. We cancelled our account at the end of August.

GM256 — Fri, 09 Oct 2026 17:51:14 GMT

Please could somebody help.
we cancelled our broadband with EE about 2weeks after joining them as they couldn’t provide the service we requested.
we sent everything back to them at a cost of £37

I have now had a threatening letter asking for payment. I have tried again to contact customer service but they keep cutting me off as they don’t know what to do. Please could someone advise what I can do.

Re: Could someone please help me. We cancelled our account at the end of August.

XRaySpeX — Fri, 09 Oct 2026 18:28:36 GMT

@GM256 : Have you the Proof of Posting? If so, call CS & present it to them.

Re: Could someone please help me. We cancelled our account at the end of August.

GM256 — Fri, 09 Oct 2026 18:34:01 GMT

Hi
Yes I have. Who is CS please?

Re: Could someone please help me. We cancelled our account at the end of August.

shakey19811 — Fri, 09 Oct 2026 19:01:51 GMT

@GM256 customer service see the bottom of @XRaySpeX post for number call the number substituting +44 for a 0

Re: Could someone please help me. We cancelled our account at the end of August.

GM256 — Fri, 09 Oct 2026 19:57:31 GMT

I have the same problem. I have never know such a poor company to deal with.

Re: Could someone please help me. We cancelled our account at the end of August.

GM256 — Fri, 09 Oct 2026 20:01:42 GMT

you can never speak to anyone who knows what they are talking about and when they release that they can not help they pass you onto someone else then they cut you off. And you have to start again.

Re: Could someone please help me. We cancelled our account at the end of August.

XRaySpeX — Fri, 09 Oct 2026 20:38:46 GMT

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

@shakey19811 : '+44' works just as well in UK as from abroad. It's intended to be an International prefix.

Re: Could someone please help me. We cancelled our account at the end of August.

Katie_J — Sat, 10 Oct 2026 07:09:38 GMT

Good morning @GM256.

Thanks for coming here.

How can we help?

Katie

Re: Could someone please help me. We cancelled our account at the end of August.

JimM11 — Sat, 10 Oct 2026 08:17:04 GMT

@GM256 Did you manage to cancel your service within the required 14 day cool off period with EE, if so there should be no charge for the service apart from what you used over that period so there will be a full bill due and a refund from EE with the partial, and only the Equipment return cost if EE have indeed not received that back as off yet. When you call EE CS do give them the Postal Tracking reference they may be able to find out were it is at currently.

Bill start's the day the service went active for EE until the day you cancelled the service with them. If it never went active you should have nothing to pay at all service wise.

Re: Could someone please help me. We cancelled our account at the end of August.

Chris_B — Sat, 10 Oct 2026 09:09:48 GMT

@GM256 if you’ve cancelled this correctly by calling customer support within the 14 day cooling of period you wouldn’t be paying anything to return any items as EE will send you a returns package. just sending items back doesn’t close the account or terminate the contract. Even a self printed returns label has postage covered and all returns have a unique code on them so EE know it is from.