topic Re: Verisure in Security

Verisure

KipsMama — Thu, 06 Feb 2025 06:35:55 GMT

I’m beyond frustrated. I can’t seem to get any answers regarding my Verisure contract and I literally have lost all gumption. None of my cameras work which is a separate issue but because of this I want to cancel my Verisure contract but do you think I can get anyone to help me with this?!?! I have spent hours on the phone getting passed from pillar to post. If I call EE they transfer me to Verisure who then won’t deal with me because my contract is through EE. Then every time I call again and try to speak to someone else, I get the same response. Not to mention the annoyance of each time having to call, hang up and then call again because of the visual service (?!) I am paying £50 a month for a service that doesn’t deliver and it seems I’m stuck with it forever because no one will deal with me. Does anyone know how I can get this sorted?!

Re: Verisure

Chris_B — Thu, 06 Feb 2025 08:20:59 GMT

@KipsMama if you keep pressing option one when you call EE customer support, you will get the virtual service as stated if you listen to the options given.

if your cameras are not working Verisure will sort this for you if you ask them.

Re: Verisure

KipsMama — Thu, 06 Feb 2025 09:32:37 GMT

Verisure haven’t sorted them in over a year and now my contract is up I want to cancel. Do you know how I can do this?

Re: Verisure

XRaySpeX — Thu, 06 Feb 2025 09:41:57 GMT

Your Verisure contract must be with Verisure. You cancel with them, not EE.

Re: Verisure

KipsMama — Thu, 06 Feb 2025 09:47:05 GMT

It’s not sadly, it’s through EE as I’m billed through them.

Re: Verisure

XRaySpeX — Thu, 06 Feb 2025 09:50:57 GMT

Didn't know EE sold burglar alarms. Or is it a subscription that you had charged to mobile bill? Is so, it's still with Verisure to cancel with.

Re: Verisure

Peter_W — Thu, 06 Feb 2025 10:51:08 GMT

Good morning @KipsMama, thanks for reaching out to us here on the Community.

If you purchased this alongside your mobile contract, it's absolutely at our end that the Verisure subscription should be cancelled, along with any billing queries.

If you're within the initial 24 month contract you'll be charged a cancellation fee to end this early though, which is why you may be getting directed to Verisure for technical help instead.

Any technical queries are handled directly by Verisure, and our team would usually transfer you to them during the call.

All of the details you need on how this is managed can be found here:

Home Security Explained | Home Security Help | EE

Peter

Re: Verisure

Chris_B — Thu, 06 Feb 2025 14:23:19 GMT

@XRaySpeX Just google EE Verisure.

Re: Verisure

XRaySpeX — Thu, 06 Feb 2025 15:07:48 GMT

@Chris_B : Yes, I see what it is now.

Re: Verisure

HoggleRose — Tue, 14 Oct 2025 08:58:17 GMT

I am in the exact same position. The EE Verisure customer service line just goes round in a loop.

we cancelled via the robotic chat 3 weeks ago and received no further communications from EE.

Called Verisure and they said EE need to notify them of collection of equipment. Heard nothing.

Very very poor service.

Re: Verisure

KipsMama — Tue, 14 Oct 2025 10:06:55 GMT

I did finally manage to cancel through EE after going through to the complaints team but it took some time, very annoying. Especially being as I didn’t get the service from Verisure that I paid for for 2 years. Should have just bought a doorbell from Amazon and saved myself the hassle. Hope you manage to get it sorted!
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