topic Re: Order cancel in Orders

Order cancel

Vigilized — Tue, 04 Oct 2022 10:18:32 GMT

For a person who struggles to speak on the phone due to health reasons trying to cancel an order is impossible, I would just love to cancel an order either through email or a simple interaction through text on the website

Re: Order cancel

Schockwave — Tue, 04 Oct 2022 10:41:55 GMT

Hello @Vigilized ,

Welcome to the community,

There is no email to contact EE, there is live chat if you are on contract. Here are ways to contact EE as well:

https://ee.co.uk/contact-ee/account-billing/mobile

If you log-in to your account you will also find live chat.

Re: Order cancel

Vigilized — Tue, 04 Oct 2022 11:12:07 GMT

There is never a button there so I can get in contact, even if there is a button they will still send me to call to cancel my order I just made

Re: Order cancel

Schockwave — Tue, 04 Oct 2022 11:15:47 GMT

@Vigilized , live chat will only work if they are not all answering calls, so that could be why, not sure why you cannot use live chat, unless you are on pay as you go, then live chat will not be available for you.

Having said this, once you receive your order, you can always cancel and you will get a refund and your account will go back to what you have now or had.

Re: Order cancel

XRaySpeX — Tue, 04 Oct 2022 12:03:56 GMT

How do I cancel if I've had my contract less than 14 days and signed up online or over the phone?

If you signed up to your plan online or over the phone:

fill in this cancellation form
email it to channel.returns@ee.co.uk or post it to:

Channel Returns

Mercia House

Senhouse Road

Darlington DL1 4YB
EE team will be in touch with further instructions

Re: Order cancel

AdamWC — Tue, 04 Oct 2022 17:12:03 GMT

Ask yourself this: If it was so difficult to buy a phone from EE as it is to cancel, or if we had to wait a considerable amount of time on the phone or online chat to purchase a phone, would they exist as a business? Would EE be happy if we insisted they waited 30 days before we agreed to sign up to one of their tariffs?

Problem with live chat is that you can be waiting for well over an hour before someone is available to deal with your query, it's purposely under-staffed and not a viable option for most customers. We just want to talk to someone to set our minds at ease. Took EE well over a week to diagnose what had happened to my phone which was lost in transit due to EE not putting my address on the package.

When things go wrong, it can be very stressful as a customer, we feel powerless to sort out any issues and are relying on EE to 'assist' us in a timely manner. When buying any products from EE, it seems to be fairly swift and trouble free, so as a business, priority is invested in getting sales, but when errors occur, the system is designed to 'not work as well', in order to encourage people to hang up, and walk away out of frustration. It's an old tactic, and for the most part, it works. It's very one sided.

I waited over an hour at the weekend to speak to someone online, gave up in the end which is what I guess EE wanted me to do? Here is the proof.