Need help

AJ_3451 — Sun, 25 Oct 2026 16:40:01 GMT

Hi everyone, I’m hoping someone here might be able to guide me on what I can do in this situation, or share an email/contact for someone at EE who could help.

I’ve been trying to get my EE contract cancelled for the past week, and I’m honestly feeling quite stuck.

I signed up for a contract at the EE store in Stratford Shopping Centre, but the employee who assisted me didn’t properly explain the contract terms, cancellation policy or all the details regarding the pricing. I was given the contract to sign without a proper explanation. I understand that I should have read everything more carefully before signing, and I take responsibility for that. However, I wasn’t made aware that signing up in-store meant I wouldn’t have the same 14-day cancellation rights that I thought were available.

As soon as I realised the situation, I tried to get the contract cancelled. When I contacted EE’s online customer support team, I was told that I could visit the store with my complaint reference number and get help with cancelling it. However, when I went to the store, I was told that it was their policy that they couldn’t cancel the contract.

I’ve been going back and forth between online support and the store for the past week, with no actual resolution. The store manager hasn’t been helpful either. Every time I go in to ask what my options are or whether I can speak to someone higher up, I feel dismissed rather than helped.

The most frustrating part is that I’m now left with only two days before the period I understood to be my cancellation window ends, and I still don’t know what I’m supposed to do. I’ve tried following the advice given to me by EE’s own support team, but I’m getting conflicting information from different departments.

I’m not trying to avoid responsibility for signing the contract. I simply feel that the terms and implications should have been clearly explained to me before I agreed to them, and I’m trying to find a fair way to resolve this.

Has anyone experienced something similar with EE, particularly with an in-store contract?

Is there a complaints department or someone senior at EE I can escalate this to?
Is there an official email address I can write to for a formal complaint?
Is there anything else I can do to challenge the contract or request cancellation, given the circumstances?

Any advice, relevant contacts or personal experiences would genuinely be appreciated. I’m especially keen to hear from anyone who has successfully resolved a similar issue.

Thank you so much!

Re: Need help

Northerner — Sun, 25 Oct 2026 17:28:26 GMT

Hi @AJ_3451

Unless the complaints team agree a cancellation then you'll need to pay the remaining contract term before you can cancel. There is no cooling off period for in-store purchases.

Thanks

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