topic Re: Kit I never received in Broadband & Landline

Kit I never received

ernaldinho — Tue, 13 Oct 2026 17:10:11 GMT

On 20 August, I ordered broadband from EE. However, the following day, I received a better offer from my existing provider, so I cancelled my EE contract.

Unfortunately, EE had already dispatched the kit — a Smart Hub and a WiFi Extender. During my phone call with EE, the advisor told me to refuse the delivery so that the parcel would be returned to the sender.

That’s exactly what I did. I even have video doorbell footage showing me telling the Royal Mail delivery driver that I was refusing to accept the parcel.

Despite this, I’m still receiving emails from EE telling me to return the kit — equipment I have literally never even touched, let alone received!

I understand that the obvious solution would be to call EE’s customer service team. The problem is that I’m currently abroad and will be for the next three months.

I recently tried calling EE and spent over an hour and a half waiting to speak to an advisor, but I still couldn’t get through. As a result, I’m facing a hefty phone bill for an unsuccessful attempt to resolve this issue.

So, if anyone from EE happens to see this post, I would really appreciate it if you could get in touch and help me sort this out.

If you need more personal details please let me know.

Thanks in advance!

[Mod edit: Account and order details removed for privacy.]

Re: Kit I never received

JimM11 — Tue, 13 Oct 2026 17:19:35 GMT

@ernaldinho Use the number Dial Freephone 0800 079 8586, no cost to that using something that can dial it. If not deal with it all again when you get back home.

The return items e-mails are all automated, but you just have no idea that RM did return the package as requested when you refused the delivery, it should have happened that way and until you get on to CS for them to look at what has happened you are stuck in that loop.

Re: Kit I never received

Schockwave — Wed, 14 Oct 2026 11:05:08 GMT

@ernaldinho , you need to dial +4408000798586 from abroad, which @JimM11 did not mention.

Re: Kit I never received

JimM11 — Wed, 14 Oct 2026 13:32:07 GMT

@ernaldinho Link to the online complaint form, may be off some use to you as long as you have all the details to hand.

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

Re: Kit I never received

shakey19811 — Wed, 14 Oct 2026 13:47:40 GMT

if you stiill have the original tracking info track it and see it shows this being returned and give EE this via the message us service

if this shows where it is it you can prove it may have been dispatched a not received then you could prove that it maybe lost

Re: Kit I never received

ernaldinho — Thu, 15 Oct 2026 14:12:17 GMT

Sorted. I managed to call EE and got an email confirming they received the kit. Thanks everyone

Re: Kit I never received

Schockwave — Thu, 15 Oct 2026 14:58:23 GMT

@ernaldinho Thank you for letting us know, glad you got it sorted.