Cancelling Broadband upgrade

[Neil15953]

My EE broadband contract is coming to an End so i decided to do a renewel online which was for the standard 500mbps which i did on the 02/01/26 then the day after i decided that i really only needed the core 500mbps so i rang EE  to cancel the order and the agent put the request in and told me it would take 48 hours to take effect.By monday nothing had happened so i rang again to be told that weekends don't count so it would be wednesday.That came but still no cancellation and on my EE app it still shows the renewal broadband package is active.I rang EE again to be told that  a auto cease order was in place and i had to wait another 24 hours before the it should clear.I must admit i have lost all confidence with EE customer service and don't hold much chance of it being sorted by then.The problem is i can't put another order in till this one is cleared and knowing my luck the packages will go up and it will end up costing me more for a lesser package.Has anyone suffered with the same problem as me as it seems when you do a renewal its almost instantaneous and when you want to cancel the renewal its like pulling teeth and if so can you point me in the right direction to get this sorted and if  anyone from EE reads this post please can you look into my case,The order no for this case is VOL013-*******

[Mod edit: Order reference number partially obscured for privacy.]

 

[JimM11]

@Neil15953 Looks like you just have to let the order process do it's thing and when it's finished hopefully you can restart the process with what you want and need!

[Neil15953]

Hi, That's all well and good if that's what will happen but when you keep
getting told it will be cancelled by a certain date and it doesn't and then
you call again to be told another date and it happens again you tend to
lose faith in the system especially when it appears they can arrange for
you to start a new contract almost immediately but when you want to retract
said contract it drags on and on.
Regards Neil.

[Leanne_T · Accepted solution]

Hi there @Neil15953 

Thanks for coming to the community. I am sorry we have no account access to check the status of the cancelled order. 

If this is still showing in your EE account and you're unable to upgrade to the package you want, please try calling our broadband tech guides again and the team will see if they have an update for you. 

Let us know how you get on. 

Leanne.