by wlc36 Investigator
Investigator

How can I undo Lookout Premium? There is no option in the settings on the app

I recently signed up on my EE Android to Lookout Premium.  I am paying £2 a month.  But I do not need it as I have an alternative free service.  How do I unregister?  I have tried going to settings in Lookout but there is no option to deregister from Premium

8 REPLIES 8
by Grand Master
Grand Master

Re: How can I undo Lookout Premium? There is no option in the settings on the a

@wlc36  You'll need to call customer services to do this, that's if it's possible that is. 

by wlc36 Investigator
Investigator

Re: How can I undo Lookout Premium? There is no option in the settings on the a

Thank you.  I was hoping there was a way to avoid that, but there it is, nevermind!  Thanks anyhow 🐵

by
EE Community Support Team

Re: How can I undo Lookout Premium? There is no option in the settings on the a

HI @wlc36

 

Thanks for coming to community for some help 🙂

 

Let us know what customer services say when you speak to them.

 

Thanks

 

Richard

 

🙂

 

by wlc36 Investigator
Investigator

Re: How can I undo Lookout Premium? There is no option in the settings on the a

Hi Richard

Not getting on very well unfortunately.  I spent 30 mins on the phone to Customer Services today, spoke to Orla, she tried but she did not have a solution.  She spoke to Customer Services & Insurance whilst I was on the phone, neither had an answer.  LookOut are still referring me back to EE.  

I went into the EE shop today.  The manager there tried via the LookOut account but he experienced what I have already said; when you go to your Lookout account there is NO OPTION to de-register.  I am at a loss at what to do now, someone in EE must know how to sort this out?

Surely if it is a contract between EE and LookOut the EE Insurance team should know how to fix this?

Thank you

by
EE Community Support Team

Re: How can I undo Lookout Premium? There is no option in the settings on the a

Hi @wlc36

 

Thank you for coming back to me so quickly 🙂

 

This is something that needs to be looked at by the EE care services team.

 

Have you got full cover insurance with us?

 

If so I can see you get the premium version of lookout mobile security included.

 

See our Insurance & protection help and support pages.

 

When you land on the page you will also be invited to talk to a specialist member of the team

 

Thanks

 

Richard

 

🙂

by wlc36 Investigator
Investigator

Re: How can I undo Lookout Premium? There is no option in the settings on the a

Hi

Yes I pay £8 plus VAT per month for insurance so I believe that is full cover.

But, even so, there should still be a way of de-activating this account, if I am happy for the Locate Phone feature to be via another provider.  I shouldnt be forced into giving my details to LookOut.

I think this is really unsatisfactory.  I am going to check my next bill and then take it up again.  How do I lodge an official complaint, please, as I do not think EE are providing the relevant Customer Support here - since when I phone they have no idea what I am talking about!  This needs an overhaul + staff training.

Thank you

 

by wlc36 Investigator
Investigator

Re: How can I undo Lookout Premium? There is no option in the settings on the a

Hi

Yes I pay £8 per month for insurance so I believe that is full cover.

But, even so, there should still be a way of de-activating this account, if I am happy for the Locate Phone feature to be via another provider.  I shouldnt be forced into giving my details to LookOut.

I think this is really unsatisfactory.  I am going to check my next bill and then take it up again.  How do I lodge an official complaint, please, as I do not think EE are providing the relevant Customer Support here - since when I phone they have no idea what I am talking about!  This needs an overhaul + staff training.

Thank you

 

by
EE Community Support Team

Re: How can I undo Lookout Premium? There is no option in the settings on the a

Hello there @wlc36

 

I can understand your frustration with this.

 

If you log into the Lookout web application and access the Account/Settings page and select  Cancel subscription.

 

Does this work for you?

 

Thanks 🙂

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