I’m absolutely fuming. I took out a broadband and tv package with EE and had my order confirmed on the 24/06/25.
It was activated on the 30/06/25, with intended installation on the 01/07/25. This didn’t happen because the equipment did not arrive, so had to turn the engineer away when he turned up. The equipment didn’t arrive until the 04/07/25 and installed it myself. I decided to cancel on the 11/07/2025, when I took out a new contract with another provider. They organised cancellation and take over of the services. Despite cancelling 12 days after activation, EE have applied a termination fee to my final bill, charging me over £220. I have contacted them several times over their messaging service and over the phone to resolve this situation, and I am just getting past from department to department and getting nowhere.
I even received a text saying my complaint had been closed, even though I had contacted them 2 days earlier to chase up what was happening.
I have now been promised a call in the next 48 working hours to discuss this with ANOTHER department. ( I have been promised a phone call several times. No one has ever called me)
I feel like I am not being listened to or believed regarding the cancellation. And yet again waiting for another phone call.
It’s causing a great deal of stress for me and my family and is triggering my epilepsy whilst I am pregnant with my second child.
I am so disappointed and upset with the customer service I have received as I have been a customer with EE for my mobile for over 12 years
